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ice Contact Center

ice Contact Center is an All-in-one customer communications solution, designed to serve all of your contact center needs.

Stay ahead of the curve by providing more than just a simple call center. Evolve into an omnichannel contact center solution with enterprise-class features.

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Save money
and reduce costs.

An all-in-one solution lets you invest in your platform and infrastructure once. No need to add technologies or support diverse systems.

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Evaluate and optimize business processes.

Know which processes need to be updated and when with over 100 pre-built reports and a highly configurable monitoring tool.

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Increase the reach of your organizations. 

Add social media and mobile channels to your contact center so customers can reach your where it is most convenient for them.

Benefits of ice Contact Center.

Add enterprise-class contact center capabilities to any PBX, now and in the future.

Provide omnichannel contact center capabilities to your organization.

omnichannel

ice Contact Center was developed with users and customers in mind. This means that we provide an all-in-one solution to meet all of your needs, enabling you to serve your customers effectively. ice Contact Center brings communications from all media channels into one place, allowing you to monitor, report, and optimize your operations on an ongoing basis. The powerful ice suite of modules ensures that all the tools that agents need are readily at their disposal.

As a PBX agnostic contact center, ice works with any legacy or modern PBX that you use. If you are using a legacy PBX and transitioning to another system, ice is the ideal contact center solution. You can deploy ice before you switch to a different PBX, and continue using it during the transition. No matter where you are in your technology roadmap, ice is there when you need it!

Omnichannel solution.

ice Contact Center provides a true omnichannel experience by enabling customers to reach you on any channel.

channels voice

Voice

channels social

Social

channels video

Video

channels email

Email

channels sms

SMS

channels chat

Chat

channels apps

Apps

channels bots

Bots

Let customers contact you using their preferred communication channel. ice Contact Center users can efficiently handle different methods of communication from one platform, helping them save time. Regardless of how customers reach you, users will be provided with details of their previous interaction history. By examining the most recent communication exchanges, users can effectively and quickly equip themselves to respond to customers, saving time while increasing customer satisfaction and loyalty.

Integrations.

ice Contact Center for Skype for Business comes packaged with dozens of pre-built connectors to your favorite platforms, including Dynamics 365, Salesforce, and common ticketing software. On top of the pre-built connectors, ice can integrate with nearly any platform, including your own homegrown software, using tailor-made connectors. These integrations help you provide personalized customer experience while optimizing agent efficiencies.

ice Contact Center supports any deployment scenario.

 

We understand that business needs change and you may need to make changes to your contact center accordingly.


 

cloud

Cloud

on-premises

On-premises

on-hybrid

Hybrid

 

We understand that business needs change and you may need to make changes to your contact center accordingly. ice supports any deployment scenario with the same feature parity and powerful experience.  Hybrid deployments provide flexibility in where your technology is located, and how your services are delivered. Whether you are deploying a new PBX, moving to the cloud or scaling up your contact center operations, ice makes it easy to upgrade and modify your platform. 

Learn more about ice Contact Center.

ice Contact Center is an all-in-one platform which offers seamless contact center operations and the ability to customize your contact center for industry-specific needs. Below are the contact center modules which form ice.

IVR Provide fast and accurate service and information by automating and streamlining the customer journey. Learn More.

Outbound Dialer Automate outbound dialing to maximize user talk time and productivity. Learn More.

Interaction Workflow Designer Customize all of your interaction flows across all modality channels in one tool Learn More.

Plus More Learn more about all our contact center modules. Learn More.

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How we help customers

magnatek

We brought in ice knowing we could connect with our CRM. Building something that truly integrated the CRM and contact center sounded nice in theory, but it is even better in practice.

- Crystal Goodwill
Administrative Assistant for Aftermarket Services at Magnetek

bob-barker

ice for Skype for Business completely ties into email and everything Office 365 offers. All the hooks for our entire ecosystem are there. Where before it was 3 or 4 systems you had to work around in, now it’s all connected.

Randy Robbins, Director of Information Technology
Bob Barker Company

magnatek

We're going from an environment where the phone would ring and everyone would look around to see if someone was going to answer it, or say "I'm working on something, can someone else get it?" to having the capabilities and visibility that our supervisor and tier 2 team can watch and step in and help as needed.

- Crystal Goodwill
Administrative Assistant for Aftermarket Services at Magnetek

elections-ontario

ComputerTalk’s infrastructure handled the election extremely well, as evidenced by our fully functional call center that had zero incident execution on polling day. I was able to track all calls and agents, and redirect calls to other queues or add queues when things picked up. Reports were generated so quickly - instantaneously - enabling us to monitor volumes and status at all times.

- John L. Hollins, Chief Election Officer
Elections Ontario