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Technology

With the emergence of technological innovations, technology has played a significant role in our daily lives, changing the way we live, work, and communicate with others.

Because the core of technology companies is technology, customers expect these organization to be widely reachable through multiple communication channels. They prioritize communication and collaboration, both with their employees and with their customers. Through real-time unified communications, ice Contact Center helps clients optimize their workforce through a number of applications, streamlining how agents engage with contacts.

Sample Applications

  • Billing and Account Inquiry
  • Distribute Calls Geographically
  • Help Desk
  • Reporting Analyses
  • Repair and Technical Service

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Banking and Financial is the world’s only enterprise-class, Skype for Business native cloud contact center.

Unified becomes universal. Imagine a world where customers can reach you from any device, on any channel, anywhere and anytime.

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Unify your customer experience across all touchpoints.

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Make interactions effortless.

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Engaging customer conversations.

Applications.

Help Desk for Systems Integrator Application

A technology systems integrator that serves Latin America and the Caribbean uses ice Contact Center with Microsoft Teams to improve customer experience. Their application has English/Spanish support, call recording, Dynamics CRM screen pop, blended agents, and Teams conferencing. With the success of the initial deployment, they have rolled out similar application to 7 more locations around South America.

Intelligent Routing Application

One of the world's largest consulting, technology, and outsourcing service providers is able to handle all HR inquiries with only 4 agents spread across the US. Using ice, their new intelligent call routing system, they were able to reduce the amount of calls going to voicemail and evenly distribute calls based on agents presence. Agents are able to log on from anywhere and set their status depending on their availability. Calls are directed to available agents.

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