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Toronto, ON, Canada May 28, 2020 -- Computer Talk Technology Inc. ("ComputerTalk") announces that Direct Routing for ice Contact Center with Microsoft Teams is generally available in our North American cloud sites. This new capability gives customers an alternative to Teams federation. Direct Routing enables calls to be routed to Teams-based agents using a managed SBC network.
Chris Bardon, Chief Software Architect at ComputerTalk said, "We are excited to continue to build new contact center solutions on the ice platform in collaboration with Microsoft that use the full potential of Microsoft Teams. The new Microsoft contact center certification program will give customers the confidence that ice and Teams work well together. Unlike previous certification programs, this program includes a unified support model and ongoing data sharing between ComputerTalk and Microsoft. This means that support cases can be smoothly transitioned between Microsoft and ComputerTalk, and increases the visibility of ice in the Microsoft 365 support organization. Our mutual customers will have a smooth support experience across the two organizations."
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Mike Ammerlaan, Director of Microsoft 365 Ecosystem marketing at Microsoft Corp. said, "We're pleased ComputerTalk has announced availability of ice for Microsoft Teams with Direct Routing, and that they are among the first group of partners to begin certification for their solution. We look forward to the benefits of Teams in contact center environments and building upon Microsoft 365 to transform and optimize customer experience."
Posted by Veronica Silva Cusi, news correspondent
About Computer Talk Technology (CTT):
ComputerTalk designs, deploys, and supports contact center solutions for more than 400 clients worldwide. Established in 1987, ComputerTalk's headquarters are located in Toronto, with offices in New York, Chicago, Atlanta, Montreal, and Staffordshire, England. ComputerTalk's ice³ contact center architecture helps organizations to manage phone, e-mail, Web chat, and voice messaging interactions to improve staff productivity, contact management, service levels, and overall business performance. Our managed outsourcing program leverages clients' existing investments and empowers them with the freedom to manage as much or as little of their contact center as they wish.
Published: Friday, May 29, 2020
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