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News : ComputerTalk Announces General Availability of Ice for Microsoft Teams with Direct Routing

#contactcenterworld, @iceComputerTalk

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."

#contactcenterworld, @iceComputerTalk

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


About Computer Talk Technology (CTT):
Company LogoComputerTalk 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.
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Today's Tip of the Day - Customer Feedback

Read today's tip or listen to it on podcast.

Published: Friday, May 29, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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