16 January 2015

Introducing iceReporting in the latest version of ice!

Written by Vivian Pow, Posted in Lync, Contact Center, ComputerTalk

Contact center administrators rely heavily on metrics to manage their contact center. Reports provide the data that decision makers need to make informed decisions. Giving them a reporting tool that is browser-based, plugin-free and based on open standards means they can access data from anywhere (via a secure Internet connection) and can save time.

The latest version of ice comes with a re-skinned version of iceReporting. Here’s a screenshot showing what it looks like:


iceReporting gives administrators and supervisors access to over 100 standard reports, so they have access the required data to make informed decisions and strategize for the future. Reports are fully customizable, can be scheduled to run at certain times, and scheduled to be emailed to specific addresses.  Reports can be generated in different file formats, such as Crystal Reports, HTML, Microsoft Word, Excel, PDF, RTF.

04 December 2014

Sprint Complete Collaboration Now Enhanced with Contact Center Capabilities

Written by Vivian Pow, Martin Borowski, Posted in Lync, Contact Center, Microsoft, ComputerTalk, Unified Communications, Press Release

OVERLAND PARK, Kan. (BUSINESS WIRE), December 04, 2014 - Businesses with contact center operations now can use a consistent cloud-based unified communications (UC) tool across all employees plus offer key features critical to employees who directly support customers. Sprint (NYSE: S) is teaming with ComputerTalk to integrate robust contact center capabilities into Sprint Complete Collaboration with Microsoft [LYNC], enabling businesses to rely on Sprint as a one-stop shop to meet all of their UC needs.

ComputerTalk offers a native contact center solution called ice, which is an all-in-one, software only, cloud-based contact center built and integrated into the full Microsoft stack. Its wide range of features include:

  • Contact routing and distribution
  • Full Interactive Voice Response (IVR) designer
  • Call recording and historical reporting
  • Real-time monitoring and skills-based routing
  • Media-specific interactions
  • “UC Workflow” designer for building self-service and complex routing apps
  • Instant Messaging (IM), voice, email, Web chat and Twitter
  • Ability to route calls to any end point that [LYNC] knows (e.g. mobile devices, landlines and common area [LYNC] phones)
  • Ability to route IM to public IM clients

“Sprint is offering the first Microsoft universal communications suite with a native [LYNC] contact center that offers enterprise grade capabilities,” said Mandle Cheung, chairman and CEO of ComputerTalk. “This will allow Sprint customers to quickly and effectively move to a cloud-first, mobile-first, enterprise solution for communication and collaboration while enhancing the business customer experience."

Unlike competitive offers, Sprint’s approach is comprehensive with enhanced mobility and SIP Trunking integrated for every user. It also offers an end-to-end UC platform with a consistent experience across all collaboration tools, operating systems and end points.

Sprint Complete Collaboration is enabled by an all-IP network, which offers the reliability and quality needed for real-time collaborative applications. For road warriors, cloud-based UC offers a rich and flexible mobile experience. It also enhances BYOD programs with a seamless collaboration experience for tablets and mobile phones using multiple operating systems. Mobile employees can join meetings, check presence and availability, and use instant messaging while away from the office.

“Arming employees who have a wide variety of communication needs and workstyles with the right technology will unify them, promote stronger collaboration, and help businesses grow faster,” said Mike Fitz, vice president for Enterprise Commercialization, Sprint. “Enhancing Sprint Complete Collaboration with contact center features enables businesses to provide a consistent UC solution for all employees while adding capabilities for certain work groups, like the unique tools needed to directly support customers. Businesses can rely on Sprint as a one-stop shop for this integrated solution that will easily scale and adapt to their business needs.”

About Sprint Business

Sprint Business provides a range of simple, flexible services that help workforces to collaborate, mobilize and accelerate. As work changes, the winners will be the businesses that remove obstacles to best empower their employees to drive business success. Our solutions are designed specifically to help our customers' people work better together, be more engaged and enjoy their jobs more. To learn more, visit www.sprint.com/business or join the conversation at www.sprint.com/futureofwork.

About Sprint

Sprint (NYSE: S) is a communications services company dedicated to delivering the best value in wireless. Sprint served 55 million customers as of Sept. 30, 2014, and is widely recognized for developing, engineering and deploying innovative technologies, including the first wireless 4G service from a national carrier in the United States; leading no-contract brands including Virgin Mobile USA, Boost Mobile, and Assurance Wireless; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. Sprint has been named to the Dow Jones Sustainability Index (DJSI) North America for the last four years. You can learn more and visit Sprint at www.sprint.com or www.facebook.com/sprint andwww.twitter.com/sprint.

11 November 2014

Microsoft announces Skype for Business

Written by Vivian Pow, Posted in Lync, Microsoft, ComputerTalk, Skype

Lync is Skype.

Microsoft transforms Lync into Skype for Business, taking us another step closer to Universal Communications. This will be available in the first half of 2015. Find out more about Skype for Business by watching this video.

Microsoft is bringing consumers and business together – Mobile first, cloud first. More information on Skype for Business is available here: http://blogs.skype.com/2014/11/11/introducing-skype-for-business/

09 April 2014

Security Announcement - ice is NOT affected by OpenSSL bug Heartbleed.

Written by Martin Borowski, Posted in Lync, Microsoft, Troubleshooting, Technology

Heartbleed is a security bug in OpenSSL, the most popular software code that encrypts and protects sensitive data such as passwords and banking info. Websites that use this code show a green lock in the URL bar. According to researchers at Codenomicon, a Finnish firm, this bug can be exploited by malware and cyber criminals - they could look at the memory of the bug-affected code, enabling them to grab the keys needed to decode and read data.

We are happy to announce that the versions of OpenSSL that ComputerTalk uses in ice Contact Center solutions are not affected by this vulnerability.

If you wish to check if the web services you're using are vulnerable to this, you can test it here: Visit the Heartbleed test site

Information about Heartbleed came from http://www.cbc.ca/news/technology/heartbleed-web-security-bug-what-you-need-to-know-1.2603988

24 March 2014

Lync/UC Community Day in Belgium on April 2 – ComputerTalk on location!

Written by Vivian Pow, Posted in Lync, Microsoft, ComputerTalk, Events

Microsoft Brussels-Belgium will be hosting a Lync/UC Community day dedicated to Lync Partners at Hotel Van der Valk , Culliganlaan 4b ; 1831 Diegem on April 2. Here is the agenda:


09:00 - 09:30 Welcome Coffee

09:30 - 10:15 Extend your Business Case with Lync 2013 – Highlights of the Lync Conference

10:15 - 11:15 Lync ISV Pitch sessions: crisp and to the point presentations of latest ISV developments (devices, contact centers…)

11:15 - 12:00 Lync ISV fair: for demo’s and questions

12:00 - 13:00 Lunch & Networking

ComputerTalk will be showing how Lync-native social media contact centers adds value to your  portfolio, in ways that would clearly differentiate you from your competitors.

If you are looking to add social media contact center solution (http://www.computer-talk.com/products/contact-center-for-lync) to your portfolio, simplify how people collaborate, reduce organizational cost and complexities, or invest in sustainability, come to our 20 minute pitch at 11am or speak with us directly at our stand.

Register: https://msevents.microsoft.com/cui/EventDetail.aspx?EventID=1032580461&culture=en-BE

17 February 2014

Speaking schedule for Lync Conference 2014

Posted in Lync, Microsoft, ComputerTalk

Time: Tuesday, February 18, 3:45pm - 5:00pm
Topic: Lync in the Contact center - Understanding the Different offerings in the market.
Room: Copperleaf 2

Time: Wednesday, February 19, 2:15pm - 2:25pm
Title: How contact center for Lync will change the way you communicate.
Room: Partner Theatre

Time: Thursday, February 20, 10:45am - 12:15pm
Title: Lync in the Contact center - Understanding the Different offerings in the market.
Room: Copperleaf 1

Time: Thursday, February 20, 10:45am - 12:15pm
Title: Apps for Lync: Contact Center and Attendant Console Application.
Room: Copperleaf 7