05 November 2013

ComputerTalk to attend Lync Information Day 2013, in The Netherlands

Written by Martin Borowski, Posted in Press Release, Lync, ComputerTalk, Microsoft

Richmond Hill, Canada (November 5, 2013) - ComputerTalk, a leading provider of Lync-native social media contact center solutions, will be attending the Social Enterprise Society Lync Day (Thursday November 21, 2013) held in the Jaarbeurs, Utrecht, The Netherlands.

As a SES Lync Gold Sponsor, ComputerTalk will provide tips and tricks for Smarter Communication, as well as information on serving customers using the phone, email, instant messaging, Skype, and social media, using her Lync-native social media ice contact center for Microsoft Lync 2010 / 2013.

The conference focuses on the practice and the future of Unified Communications - it includes 8 break-out sessions, where participants will learn more about the benefits and application of Unified Communications.

Those who should attend the conference include organizations with descending telephony contract, looking to add social media contact center solution, want to save costs or invest in sustainability.

Those who already use Lync - want to learn more about new features, optimization, special offers, and more - should also attend.

Interested participants should go to (link: http://www.seslync.nl/bijeenkomsten/73-lync-day-eindgebruikers-congres-2013.html) to register for a free ticket and peruse the agenda.

31 October 2013

ComputerTalk delivers Skype calls seamlessly to the contact center.

Posted in Skype, ComputerTalk, Microsoft

Using certified integration between Skype and ice, ComputerTalk's native Lync contact center solution.

Organizations that use ComputerTalk ice as their contact center solution will now be able to handle inbound voice and instant messaging conversations from the Skype network. Customers will be able to contact these organizations via a “click-to-call using Skype” option on their websites, custom apps, or social media profiles.  In addition, customers can also be provided with contact center Presence information.

Skype and ice integration can reduce toll free costs for a contact center, since Skype utilizes the Internet rather than the public telephone network.  And it provides customers the option of using the same platform for communicating with customer care organizations as they may already be using with family and friends.

“People are moving away from the PSTN network as their main method of communication. For many people, calling into support lines is the last option they choose. Many prefer using instant messaging. Microsoft’s Skype connectivity has enabled us to deliver a platform that allows customers to reach customer support representatives, using the communication method they prefer – be it voice or instant messaging,” said Chris Bardon, Chief Software Architect at ComputerTalk.

Because ice is architected to be truly native to Lync, ComputerTalk is able to seamlessly deliver Skype calls directly to customers. All ice users today have the ability to do inbound calling, inbound instant messaging, and click-to-call contact from websites and Skype contact lists.

To learn more about Skype integration with your Lync contact center, visit http://www.computer-talk.com/en/solutions/skype and request a demo.

22 October 2013

Lync Conference Canada - Calgary, Canada

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

Join us at Lync Conference Canada to see how Communications Evolved.  ComputerTalk is a Silver Sponsor at the December 4 Lync Conference Canada, which will be in Calgary. Swing by our booth at the  BMO Centre in Stampede Park (link to http://venues.calgarystampede.com/attending/maps-directions.html)  - we'll be showing you everything you ever wanted to know about building UC workflow applications and providing excellent customer care by using Lync and Skype in your contact centre.  This conference promises several benefits.  • Find out how Lync-native products can make your organization more efficient.  At our booth, you'll see a demo of the 2012 Impact Award winning ice contact center for Lync, from our UC specialists. We'll show you how to use social media and Skype to deliver more personalized service.  • Speak with technology partners, customers, and other unified communications experts to find the right solution for you.  Sign up by clicking: Register for this free conference  Hope to see you there! You can follow the conversation on Twitter using #LyncConfCan.

Join us at Lync Conference Canada to see how Communications Evolved.

ComputerTalk is a Silver Sponsor at the December 4 Lync Conference Canada, which will be in Calgary. Swing by our booth at the  BMO Centre in Stampede Park - we'll be showing you everything you ever wanted to know about building UC workflow applications and providing excellent customer care by using Lync and Skype in your contact centre.

This conference promises several benefits.

• Find out how Lync-native products can make your organization more efficient.

At our booth, you'll see a demo of the 2012 Impact Award winning ice contact center for Lync, from our UC specialists. We'll show you how to use social media and Skype to deliver more personalized service.

• Speak with technology partners, customers, and other unified communications experts to find the right solution for you.

Sign up by clicking: Register for this free conference

Hope to see you there!

You can follow the conversation on Twitter using #LyncConfCan.

29 April 2013

Lync - Skype connectivity for presence, IM and voice

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

Skype Hits 2 Billion Minutes Per Day

Skype is the communications hub that brings people together. With over two billion minutes used, it is a true testament to the effectiveness and its ease of use. Whether making a voice or video call, sending an instant message, connecting with business partners, stakeholders and customers has never been easier.

Do you have a contact center that supports connecting with your clients at such superior level? Contact us for direction on how to get there.

Lync - Skype connectivity for presence, IM and voice will be available to all Lync users. This move will begin to enable what we call B2X. B2X places the focus of business communication on enabling human interactions. B2X puts people first and looks at communications in a unified way, not as disparate technology silos focused on one task or protocol. Computer Talk is your gateway to unified communications.


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.