21 May 2013

Is your hosted contact center PCI compliant?

Written by Vivian Pow, Posted in Contact Center, Unified Communications, ComputerTalk, Technology

ComputerTalk is committed to safeguarding customer information with its Payment Card Industry Data Security Standard (PCI-DSS) compliant UC Contact Center cloud, offering unparalleled security for credit card information processing.

Customers purchasing products and services over the phone or online trust the payment system to keep their account information safe. When you are using PCI-DSS compliant systems, you ensure that their information is safely processed, stored, and transmitted.

PCI-DSS compliant vendors follow industry standards developed by the Payment Card Industry Security Standards Council, which serve to protect customers from identity theft. PCI-DSS compliant solutions decrease the legal, monetary, and reputation risks your business faces when handling transactions over the phone or online, storing account information, and transmitting information for credit card processing.

Contact centers are particularly vulnerable when it comes to meeting payment card industry data security and compliance requirements. When you use ComputerTalk’s UC Contact Center cloud, you are ensuring that your contact center is processing, storing, and transmitting credit card information in a secure environment.

For more information, send us a message.

07 May 2013

ComputerTalk’s hosted ice Lync cloud

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

ice Lync Clouds

ComputerTalk’s hosted ice Lync cloud can connect with your cloud for added communication features.

Adding communication capabilities to your contact center and day-to-day business processes can help drive business results and help you exceed customer expectations.  If you are looking for a full end-to-end unified communications solution for your office and contact center, combine Office 365 with ice in the ComputerTalk cloud.

You can also come to us for help in meeting technology goals.

If you are looking to replace your PBX with an IP-PBX, we can provide telephony expertise, so you can become SIP voice-enabled at the speed you choose. Once the transition is complete, you can take advantage of the benefits of SIP telephony in your office and in your contact center.

If your cloud is missing certain contact center or communication pieces, you can connect to ours for all the products listed in the ComputerTalk cloud (i.e. PCI compliant contact center, Lync IP PBX, ice, applications that make your processes more communications conscious.)

We can also work with you to provide your customers a joint offering.

Questions?  Send it to us using the Message Us section.

07 March 2013

Challenging trends in fully deploying unified communications platform

Written by Martin Borowski, Posted in Unified Communications, ComputerTalk

To fully deploy an enterprise-wide unified communications (UC) platform is not an easy task albeit the advantages it brings. Enterprises continue to wrestle with moving their deployment from pilot phase into full-scale production. For easier deployment, it’s been identified that enterprises should blend the traditional option of on-premises Microsoft Lync deployment with optimization provided through hosted deployment. This allows the core infrastructure and applications to remain in the enterprise while media, edge and federation portions of the environment are hosted in the cloud.

31 January 2013

Best Contact Center

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

Why is it the best? Read the key differentiators.

Download Contact Center PDF

ice Contact Center With Microsoft Lync Embedded

Key Differentiators

ComputerTalk’s ice Contact Center is a Lync qualified all-in-one contact center that runs as a native part of the Lync topology.  It enables organizations to bring Lync unified communications to their contact centers, and to extend the power of contact center applications to the rest of the enterprise.

The market offers several Microsoft Lync contact center products, each claiming to deliver a solution that “leverages Lync”. ice goes beyond simply leveraging Lync to being fully embedded.

What is special about being Lync embedded?

ice runs as a native UCMA application. For example, if you already have SIP trunking set up for Lync, ice can take advantage of the same SIP trunks. In the same token, Lync gateways, server pools, database clusters, and redundancy can also be utilized by ice.

If you have multiple sites configured in Lync with least cost routing, ice takes advantage of that.

ice applications use Lync features including automatic speech recognition, text-to-speech, video, audio record and playback, DTMF, call control, instant messaging, web chat and presence information display.

16 December 2012

Outsourcing Productivity with Unified Communications

Written by Martin Borowski, Posted in Unified Communications

Businesses use office phones, mobiles, computers, instant messaging, emails and video calls to conduct work therefore it’s not surprising so many look to technology advances to reduce technology overload.

Unified Communications (UC) is seeing a huge uptake as companies realize the benefits that it can bring. It creates huge flexibility when implemented within a business, as employees can see exactly when and in what way to contact a colleague.

For example, presence information is displayed for every individual on the system. This way availability of colleagues is displayed and the best way to reach them. This eradicates the email waiting game or phone call tagging.

Voice over Internet Protocol (VoIP) allows the computer to be used as a phone. This significantly reduces the cost of call charges, especially if they are long distance. VoIP also allows face to face video conferencing making meetings more flexible and faster as travel is not required. Basically meetings can take place anytime, anyplace even if thousands of miles apart. Such collaboration across a team network has always been sought after and with UC easily conducted. It’s now possible for this ‘virtual network’ of co-workers to share their screen with colleagues, pull together thoughts and ideas on a single document and update documents in real time. Saving the time and hassle of sending drafts back and forth before the document is finalized.