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Want to see ice Contact Center in action? Come see us at CCW on June 22-25, 2026. Get exposed to the latest in CX automation.

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ComputerTalk Blog

Bring Your Own Carrier to Your Microsoft Teams Contact Center: What It Means and How It Works

Bring your own carrier (BYOC) lets you keep your existing telephony provider while modernizing your contact center in Microsoft Teams. Learn how Direct Routing, certified SBCs, and ComputerTalk's ice Contact Center make the move practical.

Microsoft Teams

AI Use Cases in Retail Contact Centers: Transforming Customer Experience at Scale

Retail support is complex. AI can simplify it. Explore the top use cases for AI in retail contact centers — from smarter routing and chatbots to fraud detection and workforce planning.

Customer Experience

How Real Estate Contact Centers Improve Lead Response and Conversion Rates

Learn how real estate companies use contact centers to respond to leads faster, increase conversions, and never miss an opportunity.

How to Keep a Consistent Brand Voice Across Contact Center Channels

Learn how contact centers can maintain a consistent brand voice across chat, email, phone, and SMS without scripting every interaction.

Customer Experience

ComputerTalk Is Heading to CCW Las Vegas 2026

ComputerTalk is heading to CCW Las Vegas 2026 as a sponsor. Come see ice Contact Center and iceAI Studio in action, or book a demo to see how we help enterprise contact centers reduce costs, scale self-service, and get real ROI from AI.

Company News and Culture

How to Build a Business Case for AI in Your Contact Center that Finance Approves

Learn how to build a compelling business case for AI in your contact center, from quantifying costs to addressing risk and getting leadership to say yes.

Making the Case for Contact Center ROI in 2026 and Beyond

Struggling to justify contact center investments to finance? Learn how to translate operational metrics into financial outcomes — cost per resolution, revenue at risk, and risk reduction — in a way that holds up to CFO scrutiny.

Why Average Handle Time Alone Can Be a Misleading Metric

Explore why an over-emphasis on average handle time without consideration for other metrics can cause problems in a contact center - and what to do instead!

When Not to Use AI in Your Contact Center: Avoiding Costly CX Mistakes

Most contact centers don't roll out AI because it sounds exciting. They do it because they need to be more efficient, more productive, or they need to fix an issue.

Customer Experience

Video Calling Customer Support Explained: When to Use It and When to Avoid It

Video customer support reduces handle time and builds trust, but only in the right situations. Learn when to use it, when to skip it, and how to implement it in an omnichannel contact center.

25 Years with ComputerTalk: Reflections on my Career

Over 25 years, I've grown alongside ComputerTalk, embracing every new technology and challenge with my team.

Slice of ice Recap: AI in the Contact Center Part 2

On Wednesday, March 4th, ComputerTalk hosted its latest Slice of ice webinar, diving into how AI is reshaping customer interactions and giving teams more context and clarity than ever before.