Transform Your Customer Experience With an All-in-one Omnichannel Contact Center

Benefits of using ice Contact Center

Increase the reach of your organization with omnichannel

Enable customers to reach you where it is most convenient for them by adding voice, web chat, IM, email, video, social media, SMS, and bots to your contact center.

Reduce costs

Eliminate expensive infrastructure and upkeep costs by moving your contact center to the cloud.

Adapt to changing business requirements

Consistently optimize the customer experience using data gained through real-time monitoring and historical reporting tools.

Deliver personalized customer experiences

Provide fast, personalized, and consistent customer experiences by integrating CRM into the contact center and bringing all relevant customer information into one place.

Configure a unique solution

ComputerTalk has over 30 years of industry experience designing, delivering, and supporting enterprise-grade cloud contact centers to meet unique business requirements.

Leverage your existing telephony platform

Choose the telephony vendor that best meets your corporate requirements, whether Microsoft Teams or another PBX. ice Contact Center extends the value of your investments and allows you to migrate at your own pace.

What our customers say

“The fact that our Customer Service Manager and Supervisors know how to add/remove people from queues and workgroups, run their own reports, and report their own issues to ComputerTalk helps to take IT out of the equation. That is a big time saver for them and for IT.”

- Michelle Corbett, IT Operations Lead at Bob Barker

Magnetek logo

“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, 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

Omnichannel contact center

Connect with your customers the way they want

Reach customers where it is most convenient for them whether through voice, video, web chat, email, social media, chatbots, or other means.

As new communication channels are added to your organization, agents will continue to use the same tools they are familiar with, reducing the training gap to learn new software.

ice Contact Center for Teams features

ice Contact Center with Microsoft Teams capabilities

Actionable alerts in Teams channel

ice can present actionable alerts from iceMonitor to a Teams channel. Supervisors and users can quickly react to the alerts within Teams, resolving issues in a quick and efficient manner.

Schedule and publish reports to be sent directly to a Teams channel

Users can schedule and publish ice reports to a channel for immediate viewing and discussion. Simply set up the reports to be sent to Teams within iceReporting the same way you would to any email address.

iceManager within Teams

Embed the iceManager suite as a tab within Teams to retain all your contact center features within one application. Access monitoring tools, reports, recordings, and evaluations

Direct Connect for Users

Direct Connect gives organizations an alternative to Teams federation. It uses Teams Direct Routing to enable calls to be routed to Teams-based agents using a managed SBC network. With faster call setup times than federation, ice allows agents to handle all interactions directly in the Teams client of their choice.

Agent interfaces

ice offers 3 interfaces to accommodate your personalized requirements – a thin stand-alone toolbar, a web version, and integrated within Teams.

Power of ice Contact Center

Real-time monitoring

Make dynamic business decisions by enabling supervisors to monitor queues, users, and teams in real-time.

Historical reporting

Equip supervisors with the data they need to make informed decisions and strategize for the future.

Omnichannel

Reach customers where it is most convenient, whether through voice, video, web chat, email, social media, chatbots, or other channels.

Recording & transcripts

Ensure your organization is compliant and improve training with recordings and transcripts.

Chatbots & AI

Free up agents’ time with a natural language chatbot that can answer routine questions, check or make changes to accounts, or transfer to an agent.

PCI payment processing

Accept credit card payments without storing any sensitive cardholder data in your environment.

Mobile integration

Embed chat functionality within your mobile app for a seamless communication experience.

And more

View more contact center modules

Discover why organizations are modernizing their call center with ice Contact Center.

Integrations

Enhance customer experience, increase efficiency, and reduce call duration by ensuring contact center users are prepared for any interaction. Seamlessly share information between ice Contact Center and Salesforce to enable agents to serve customers better.

Optimize customer experience, save time from manual entry, and screen pop contextual information with a Dynamics 365 integration. Equip agents with the information they need to provide exceptional and personalized customer service.

Streamline customer service delivery and enhance the interaction experience across channels by adding automation and personalization. ice Contact Center with ServiceNow brings powerful contact center capabilities to the dynamic ticketing platform.

ComputerTalk has dozens of pre-built connectors designed to integrate a several tools with ice Contact Center quickly.

Looking for a Microsoft Teams contact center?

Combine your unified communications and contact center using ice Contact Center with Teams.

ComputerTalk is one of Microsoft's first partners to have completed the Microsoft Teams Connected Contact Center Certification Program. ComputerTalk integrates with Microsoft Teams using the Extend model. This model allows us to offer a close integration with Microsoft Teams while retaining the advanced enterprise-class features and functionalities that our clients depend on. Contact center agents and subject matter experts (SMEs) can handle calls, IMs, and emails through the Microsoft Teams client while visibility into the interactions is retained for recording, monitoring, and reporting.

ice Contact Center platform

Created for everyone

Customer Service

Respond to customers efficiently and effectively. Route customers to the appropriate user to best serve their needs and solve their problems.

Collaboration

Powerful user-to-user features drive collaboration in the workplace. Supervisors can silent monitor users and users can consult when they need assistance.

Self Service

Provide customers with a self-serve system navigate their inquiries without the need of a live agent. Save agents time from answering common questions and allow them to focus on other important tasks.

Back Office Users

Not all users need full contact center capabilities. Expand the call handling functionality to SMEs and back office users throughout the organization.

Contact center applications

A leading pharmacy procurement organization uses ice Contact Center with Microsoft Teams as a HIPAA-compliant voice and web chat cloud solution with call recording. With a head office located in a high-risk area for hurricanes, they were looking for a solution that allows their agents to work from the safety of their homes due to their hurricane concerns. Their former contact center solution did not fulfill their promises, including complex workflow configurations and skills-based routing, and lacked vital customer service and support. With help from ComputerTalk, the organization smoothly transitioned their CRM integration with ice Contact Center from Salesforce to Dynamics 365.

Bob Barker Company, America’s leading detention supplier, migrated their call centers from Cisco Unified Communications platform to ComputerTalk’s ice Contact Center with Teams. The move to the cloud saved the company $180,000 per year in infrastructure; empowered the call center manager with enhanced capabilities to manage her team more effectively; and provided real-time insights and better control to individual customer service agents through an intuitive interface. The company-wide move to Microsoft 365 unified the company’s communication platform, enabling better customer service and increased opportunity for innovation.

Why ComputerTalk?

Every ice Contact Center solution is unique, designed and configured to meet your changing organizational needs

With over 30 years of industry experience, ComputerTalk is here to work with you to configure your contact center solution.

Success story

Staff reduction with a custom chatbot

A global bank based out of Britain that provides retail, corporate, and investment banking services was operating a large internal contact center for their IT help desk. While necessary, the contact center had significant staffing requirements and was costly to run, cutting into profits. They decided to seek a modernized contact center solution and found ComputerTalk. The bank's ice Contact Center was integrated with a custom chatbot that could handle inquiries like a live agent. The integration is enabling them to reduce contact center staffing needs by 50% over the course of 3 years, providing significant cost savings and a boost in profitability.

Discover why organizations are modernizing their call center with ice Contact Center

Connect today and let us show you how ice Contact Center can help your business.

Transform Your Customer Experience With an All-in-one Omnichannel Contact Center

Benefits of using ice Contact Center