As the age of hybrid and remote work continues to transform the communication landscape, countless companies have turned to Microsoft Teams as their solution for internal communications. Teams empower staff to connect, share ideas, and stay aligned wherever they are, but it’s also capable of more than just internal discussions.
Thanks to the flexible Microsoft ecosystem, and the power of solutions like Direct Routing, users can leverage their Microsoft Teams investments to build a comprehensive contact centre. Contact centre solutions certified for Teams, like the ComputerTalk “ice” solution, are built natively in the Teams environment to give you all the functionality you need in a familiar landscape.
The ComputerTalk ice contact centre could represent the perfect solution for bringing your UCaaS and CCaaS features together in a secure cloud. Let’s take a closer look.
ComputerTalk Cloud Contact Centre: Features
ComputerTalk is a dedicated Microsoft partner with years of experience offering cloud contact centre solutions not just for Microsoft Teams but Skype for Business and Microsoft Dynamics. Flexible and scalable, the “ice” contact centre integrates with your existing applications to empower better customer communications across every environment.
With ComputerTalk, you can even transition to the cloud at your own pace. The system supports non-Teams users on legacy PBX solutions for a hybrid approach to the contact centre.
The ice omnichannel contact centre allows companies to reach their customers wherever they are with powerful connections to video, voice, email, webchat, and social media. Other features include:
- Actionable alerts for managing team members with “iceMonitor”
- Customer surveys for deeper sentiment insight
- Dedicated supervisor and agent interfaces
- “iceManager” within teams for controlling contact centre information
- Integrations with third-party tools like Zendesk and Salesforce
- Real-time monitoring and historical reporting
- Recording and transcripts for compliance
- Workflow interaction designer with automations
- Outbound dialling automation
- IVR and intelligent routing
- Mobile Connect with chat functionality in a mobile app
ComputerTalk Cloud Contact Centre: Benefits
ComputerTalk’s ice contact centre is specially designed to adapt to the needs of any business, even if this means connecting your legacy and cloud team members. The solution was one of the first partners in the Microsoft ecosystem to complete the Connected Contact Centre Certification Program and offers integration with teams through the “Extend” model.
Through the “Extend” model, ComputerTalk can offer companies close integration with the Teams landscape without compromising on enterprise-class capabilities not available within the standard Teams SDK. Some of the major benefits of ComputerTalk ice include:
- Powerful supervisor and manager controls: ComputerTalk provides supervisors with many tools to help them manage their teams. There are options for silent monitoring, barging, coaching during conversations, and real-time dashboards for a comprehensive view of the contact centre at any moment. You’ll also get comprehensive evaluation tools and reporting options to help you keep track of performance levels among your team members. Plus, “alert” options inform you of any issues in your workflows.
- Employee experience: Aside from integrating perfectly with the Teams landscape to provide a familiar experience, ice also offers a range of other capabilities to improve employee productivity. There are tools for easily customising your workflows across various platforms, and integrations with third-party tools allow for a more convenient single-pane-of-glass experience.
- Advanced service features: The Extend model for Microsoft Teams integration allows ComputerTalk to go above and beyond with the unique features they can offer. You can implement everything from intelligent IVR with various routing rules to chatbots providing self-service options to your audience. Plus, the service is genuinely omnichannel, with opportunities to reach your customers wherever they are.
- Flexibility: ComputerTalk offers one of the most flexible ways to shift into the Microsoft Teams ecosystem with your contact centre. You can seamlessly migrate contact centre users from legacy PBX platforms or Skype for Business into Microsoft Teams. You’ll also be able to use PSTN connections and cloud-based connections at the same time.
- Powerful insights: Highly customisable reports and analytics for historical and real-time insights ensure you can keep track of the essential metrics when serving your customers. The ComputerTalk approach to business intelligence allows companies to make the best possible decisions for their company’s growth.
Who Could Use ComputerTalk Cloud Contact Centre?
Countless companies are beginning to transition into Microsoft Teams for their contact centre needs as well as their UCaaS requirements. Aligning your workforce on the same platform is an excellent way to reduce the gaps between professionals in your contact centre and the specialists they may need to work with to solve customer problems.
ComputerTalk’s ice contact centre offers one of the most flexible ways to leverage Teams as a contact centre for businesses with pre-existing investments. You can continue to use legacy tools while transitioning into the cloud and access a host of integrations to bring your team members together in a single pane of glass environment.
As a bonus, ComputerTalk offers sensational customer service to their users, with more than 30 years of experience in supporting and designing enterprise-grade contact centres and more than 15 years of partnership with Microsoft.
ComputerTalk Cloud Contact Centre
As a Microsoft Teams native platform, ComputerTalk offers a powerful way for companies to leverage the full benefits of their Microsoft ecosystem. This highly flexible and scalable contact centre can adapt to suit the needs of any business, even if you’re still dealing with legacy investments. What’s more, it can grow to suit your changing audience, implementing new channels for communication and features along the way.
ComputerTalk’s ice contact centre is a fantastic option for any company exploring the benefits of Microsoft Teams for their customer communication needs.
