intro computertalk - ext
TRANSCRIPT
Contact Center for Skype for Business
All-in-One. Software Only. Social Media.
Company Profile
• Experts in enterprise-class contact center solutions• In business for over 25 years• Microsoft Gold Certified Partner Communications / Application Development• Microsoft partner since 2005• Head Office: Toronto Canada• French speaking office (and support) in Montreal
ice adds more value
We provide more value
ComputerTalk + Microsoft ice + Skype for Businessice+ Lync
ComputerTalk + Cisco/Nortel/Avaya
ice improves your customer service
Communicate across all media channels.
ice Features
ice is an all-in-one enterprise-class software-only product that delivers the tools you need to provide excellent customer service.
ACD & Speech
IVR
Social Media
Email Management
Quality Monitoring
& Call Recording
Webchat & Instant Messagin
g
Analytics &
Reporting
Outbound alerts
surveys
Native CTI & CRM
Screenpops
iceWorkflow Designer
A powerful, graphical editor for building self-service applications and advanced interaction flows..
iceJournal on a Surface.
Configurable Home Screen in iceMonitor
iceReporting - Historical reports
11
iceIM Web Chat
Queue Skype Video calls in your Contact Center
ice Contact Center – in the cloud
TDM VoiceVoIP + Data
Cisco CM/CME
Cisco agentsMitel agents Nortel agents
T1/PRI
Legacy PBXSIP
Avaya agents
remote office VoIP agents
home VoIP agents
home agents
remote PBX agents
SIP Gateway
Legacy
PBX
Lync agents
MicrosoftLync
VOIP
IP-PBX
PSTN
mobile agents
Centrex agentsComputerTalk Data CenterVOIP, TDM, and PBX Agnostic Architecture
ice Contact Center – On Premises
TDM VoiceVoIP
ice home agentsice remote agents
Cisco CM/CME
ice Cisco VoIP agentsice Mitel users ice PBX agents
T1/PRI
VOIP /Legacy PBX
PSTN
SIP
ice IP-PBX VoIP agents
ice remote office VoIP users
VOIP
ice home VoIP users
SIPGateway
Legacy PBX
ice Lync agents
MicrosoftLync
VOIP, TDM, and PBX Agnostic Architecture
Deployed third party integrations
contact center
