23 September 2017

Skype for Business Online is merging with Microsoft Teams

Written by Christopher Liko, Posted in Microsoft, ComputerTalk

Microsoft announced today that Skype for Business online will be merging with Microsoft Teams. 

This is exciting for anyone using Skype for Business and/or ice Contact Center! Microsoft Teams brings a number of powerful features to contact center users.

We will continue to support all of our customers through this gradual transition. Our product roadmap is aligned with the upcoming changes and we continue to offer the world’s only enterprise-class, Skype for Business native contact center. The key change you can expect is for ice to become a Teams native contact center!

Read more here: ice Contact Center for Microsoft Teams


12 July 2016

ice Contact Center for Skype for Business is one of the first to become certified for Skype for Business Server 2015

Posted in Microsoft, Contact Center, ComputerTalk, Press Release

Richmond Hill, Ontario – July 12, 2016 – ComputerTalk Technology Inc. today announces that ice, the Intelligent Communications Exchange, is Certified for Skype for Business! The certification indicates that ice has passed rigorous third party testing offered by Microsoft for Skype for Business solutions. ice is a native Skype for Business Contact Center platform that allows users to build communications workflows that connect users with the right subject matter experts. It is one of the first contact centers to receive this designation.

“I’m excited that we’ve been able to partner with Microsoft on this certification for ice on Skype for Business,” says Chris Bardon, Chief Software Architect at ComputerTalk, “It gives us independent validation that ice integrate well with Skype for Business and that Skype for Business supports all of the features that ice implements. This certification includes validation of our outbound calling platform, as well as scenarios involving hybrid and cloud users, which will give our customers the confidence to deploy all of the features of ice on the latest releases and topologies that Microsoft supports.”

ice provides an extensible and powerful interface to create contact center applications. Using ice, organizations can leverage CRM data, skills, and speech to route, record, and report on voice, email, IM, webchat, SMS, video and desktop sharing in a UC contact center. Organizations in all industry verticals can use ice to integrate their business applications into their contact center and transform the way they interact with customers, their own employees, and partners. ice brings together information silos, improving contact center productivity to knowledge-based workers.

The Skype for Business App Certification Program is designed to offer Microsoft customers the added assurance of third-party solutions that have demonstrated a high quality experience and compatibility when deployed with Skype for Business. Only products that pass the specifications outlined in the Skype for Business Certification Program can be associated with this designation. All products that pass this certification program are listed on http://apps.skypeforbusiness.com/.

Founded in 1987, ComputerTalk, is headquartered in Richmond Hill, Canada. ComputerTalk is a global provider of enterprise-class Skype for Business native and PBX-agnostic contact center products, cloud hosting services and custom application development. ComputerTalk is a contact center member of the Microsoft Enterprise Cloud Alliance and a Microsoft Gold Application Development and Gold Communications partner. For more information, please visit http://www.computer-talk.com/en/enterprise-products/ice-contact-center-for-skype-for-business


03 June 2016

Check out the latest and greatest ice features at WPC 2016!

Written by Vivian Pow, Posted in Microsoft, ComputerTalk, World Partner Conference 2016

ComputerTalk is excited that WPC 2016 is being held in Toronto - our home town! We are looking forward to reconnecting with our existing partners as well as meeting new potential partners.

Drop by booth 528 to learn more about ice Contact Center for Skype for Business. ice, intelligent communications exchange, is the only enterprise-class, Skype for Business native, UC/PBX agnostic contact center product. ice turns contact centers into customer resolution centers, where users have all the tools they need to provide the best customer service possible.

At our booth we will be demoing our latest and greatest features. We would love to show you how a partnership with ComputerTalk can help maximize customer satisfaction and sales revenue.

26 May 2016

Enhancing Customer Service with CRM and Application integrated solutions in the Contact Center

Written by Martin Borowski, Posted in Microsoft, Contact Center, ComputerTalk, Webinars

Walker predicts that by 2020, customer experience will overtake price and product as the key brand differentiator. Make sure your contact center agents are able to deliver the best customer experience possible. Join leading contact center experts as they discuss the benefits of integrating contact center and your key customer service applications.

You will come out of this webinar knowing:

  1. The top 5 benefits of integrating your contact center with CRM
  2. How you can create a seamless customer journey by continuing your workflows in CRM into the contact center.
  3. Different scenarios for integrating with CRM and application solutions

If you have any questions, send ‘em over at www.computer-talk.com/contact-us.


31 March 2016

Big News from Microsoft Build 2016!

Written by Martin Borowski, Vivian Pow, Posted in Microsoft

Updates to the Skype for Business SDK and Skype Web SDKs, which allow for direct integration of Skype calls

During Build 2016, Microsoft announced that consumer Skype will integrate with Cortana and the Bot Framework, allowing users to make the most of the platform without leaving conversations! Cortana would search for relevant information, leverage additional details from Bing, help with calendar management, and make it easier to connect with people by suggesting what you can write to them.

Updates to the Skype for Business SDK and Skype Web SDKs, which allow for direct integration of Skype calls, were also announced.

You can find more details here: http://www.neowin.net/news/companies-can-now-integrate-skype-calls-in-their-web-apps-with-newly-announced-sdks

Here at ComputerTalk HQ, we’re excited to combine our creativity, the power of ice, and these newly announced technology updates to create tools that will help organizations unleash value-adding customer experiences and ultimately secure customer loyalty. 

08 September 2015

Improve customer interactions with real-time speech analytics: A personal assistant for every agent

Written by Nicole Robinson, Posted in Microsoft, Contact Center, ComputerTalk

People are more time-starved than ever and demand fast, reliable, and personal customer service. They expect agents to know about previous interactions via any channel and resolve their problems in a timely manner.

To provide the expected level of customer service, agents often need records from previous interactions or additional information such as account type, product features, upsell information, etc. Unfortunately, with the amount of information some organizations have, it can be challenging for agents to efficiently find the relevant content and deliver excellent service. They need help juggling the two tasks.

When your organization uses ComputerTalk’s real-time speech analytics with ice Contact Center for Skype for Business, it is like every agent is given their own personal assistant. With this tool, all the information agents need to answer customer questions is pushed to them, minimizing the amount of searching they would have to do.

Real-time speech analytics and ice Contact Center can:

  • Provide records of previous customer interactions and show the specific interaction a customer mentions
  • Find and display relevant documents such as account information, relevant call scripts, competitive information and more
  • Whisper messages to help the agent without the customer hearing
  • Remind agents if they are taking too long on the call
  • Blacklist customers using abusive language
  • Notify supervisor of a problematic call or customer interaction
  • Supress DTMF tones when a customer enters their credit card information preventing the agent from hearing the tones
  • Ensure specific product offerings are mentioned for compliance

Using real-time speech analytics and ice can bring many benefits to your organization:

  • Improved first contact resolution
  • Reduced call time
  • Ensure compliance
  • Minimized errors
  • Increased security
  • Increased supervisor efficiency
  • Increased sales/upsells
  • Increased customer retention

Stay tuned for more information about real-time speech analytics! Or message us to find out how real-time speech analytics can help your organization.