ice Contact Center with Microsoft Teams

Optimize agent efficiencies

Enable users to manage all communication channels within the Microsoft Teams interface with built-in interaction controls.

Enhance customer experiences

Let users view previous interaction history and open tickets to resolve customers’ issues efficiently.

Empower back-office users

Allow subject matter experts throughout the organization to perform a mix of customer engagement and back-office tasks, fostering a digital and agile workforce.

Enable voice disaster recovery

Continue receiving and answering calls even when Microsoft Teams goes down.

Make strategic decisions with insightful reporting

Track and analyze key performance indicators (KPIs) to make data-driven decisions and ensure strong customer service.

Leverage omnichannel to connect with your customers

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

What our customers say about us:

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

ice Contact Center for Microsoft Teams completely ties into email and everything Microsoft 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

The customer service and technical assistance at ComputerTalk have been exceptional.
Christine Morrow
Contact Center Manager at Sunshine Coast Credit Union

Transform customer experiences using ice Contact Center with Microsoft Teams

ice can present actionable alerts from iceMonitor to a Teams channel, notifying supervisors and users within Teams to effectively address issues as they arise.

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.

iceBar can be configured to search Microsoft Teams users to enable contact center agents to quickly reach subject matter experts and transfer interactions outside the contact center.

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

With over 35 years of industry experience, ComputerTalk is here to work with you to configure your Microsoft Teams contact center solution.

Personalize every interaction with third-party applications

Automatically populate interaction data with third-party applications and screen pop the information to the agent.

Salesforce

ServiceNow

Microsoft Dynamics 365

All the powerful tools you need to run your Microsoft Teams contact center efficiently

ice Contact Center modules include real-time monitoring and analytics, historical reporting, chatbots, recording, surveys, and more.

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.

Surveys

Improve service to your customers by understanding their needs through survey automation.

Recording & transcripts

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

Artificial intelligence (AI)

Maximize contact center productivity and enhance customer experiences by adding automation across all communication channels with artificial intelligence.

Outbound dialer

Automate outbound dialing to maximize user talk time and productivity.

Interaction workflow designer

Customize all of your interaction flows across all modality channels in one tool.

Frequently asked questions (FAQ)

Contact center vendors that want to guarantee to their customers that their solution “provides the quality, compatibility, and reliability they expect from Microsoft solutions" (Microsoft) can participate in the Connected Contact Center for Microsoft Teams Certification Program.

ComputerTalk is one of Microsoft's first partners to have completed the certification program. With rigorous security and compliance testing, the Connected Contact Center for Microsoft Teams Certification Program ensures that ice Contact Center is reliable, high-quality, and a compatible Microsoft solution that customers can trust.

The Connected Contact Center for Microsoft Teams Certification Program enables 3 models of integration: Connect, Extend, and Power. Under the Connect model, Teams can be used to identify whether subject matter experts (SMEs) are available and to receive call transfers.

Under the Extend model, contact centers are integrated with Microsoft Teams using the Teams client platform, Teams Graph APIs, and the Cloud Communications API in Microsoft Graph. One key difference between the Connect model and the Extend model is that the agent’s experience is much more Teams-based in the Extend model:

Teams is the primary calling endpoint.

The Teams client can be used for call controls.

Agents’ chat and collaboration experiences are integrated with the Teams client.

Under the Power model, contact center providers use Teams calling infrastructure to create native Azure-based voice applications. While the SDK for the Power model is still to come, the ultimate goal of the model is to provide a total contact center experience in one app, on one screen.

ComputerTalk leverages both the Connect and Extend models. These two models offer a close integration with Teams while retaining the advanced enterprise-class features and functionalities that clients depend on.

ice is a Microsoft Teams certified contact center that extends the user experience natively within Teams to drive collaboration, deliver complex routing, and enable configurable designs to enhance customer experiences. As an all-in-one solution, ice does not require users to switch back and forth between third-party applications to gather customer information. It utilizes Teams as a single source to interact with end customers.

ice Contact Center retains enterprise-class capabilities, while agents and subject matter experts (SMEs) can handle all multimedia interactions and administrators can access monitoring and reporting tools within the Microsoft Teams client. A Teams certified contact center allows organizations to meet complex needs that Teams alone cannot meet, while still leveraging the Teams platform.

ComputerTalk offers 3 user interfaces to accommodate your personalized needs – a thin stand-alone toolbar, a web version, and a native Microsoft Teams interface. Learn more about each interfaces.

Yes, ComputerTalk offers Microsoft Direct Routing through our solution, Direct Connect. Direct Connect provides organizations with an alternative to Microsoft Teams Federation. It uses Microsoft Teams Direct Routing to enable calls to be routed to Teams-based agents using a managed SBC network. Additionally, Direct Connect has a faster call setup time than Federation.