Communications as a Service (CaaS) Featured Article

ComputerTalk Joins Microsoft Enterprise Cloud Alliance

September 29, 2015

Being able to communicate with consumers across the many different touch points they have at their disposal is key to delivering a great customer experience. Voice is no longer the only option, and as new technologies become part of the way we communicate, contact centers must also deploy it to ensure not a single customer is excluded. With 28 years of delivering contact center solutions including those working with Microsoft (News - Alert) Lync (now Microsoft Skype for Business), ComputerTalk is bringing the latest Intelligent Communications Exchange (ice) contact center software to the Microsoft Enterprise Cloud Alliance as it joins the organization.

By becoming part of the alliance, ComputerTalk will be able to provide contact center solutions with cloud and hybrid capabilities as it continues delivering enterprise-class Microsoft Skype (News - Alert) for Business native contact centers with multi-channel experiences. Built on the Microsoft unified communications (UC) platform, it is able to integrate many of the communications technologies customers use today, including chat, email, IM, social media, videoconferencing and voice.

As an all-in-one platform, ice contact center software capitalizes on the many features Skype for Business offers by adding enterprise-class contact center capabilities. According to the company, it is the only native Skype for Business contact center which allows users to open multiple channels of communications to address customers, employees, partners, vendors and others with the touch point of their choice.

Moreover, its certification for being able to connect to a range of legacy PBX’s (News - Alert) and IP-PBX’s, contact center tools can be used in hybrid scenarios and migrations. It has also passed the Lync ISV Qualification Program, which demonstrates it is compliant with enterprise-grade industry standards showing it can work as an integrated Skype for Business native application.

Some of the benefits of using ice Contact Center for Skype for Business include:

  • Payment Card Industry Data Security Standard (PCI (News - Alert)-DSS) compliance to offer the needed security for credit card information processing.
  • Microsoft Enterprise Voice integration with Office365 suite of products.
  • Delivering information to decision makers with detailed analytics, real time monitoring, recording and in-depth historical reporting.
  • Flexible deployment that can be delivered as an on premises solution or a hosted solution in a PCI compliant cloud. This includes ice as a hybrid solution with Skype for Business on premises and ice in the cloud.
  • Seamlessly handle different methods of communication on one platform, including Skype and Skype for Business calls, Lync and PSTN calls as well as emails, Twitter (News - Alert) and more.

“The pairing of Skype for Business through the Skype Developer Platform and ice allows Microsoft integrators to deliver end to end unified communications and customer service solutions. Our solution is extending customer service beyond just a phone call and using the power of Skype for Business to take it to chat, video, SMS, email and social media making sure enterprises are aligned with the needs of the modern consumer,” said ComputerTalk’s Director of Sales and Strategic Partnerships, Brandon Viamonte.

Without a powerful flexible and compliant contact center, operators are not able to address the entire spectrum of customers that call for support. ComputerTalk delivers a platform with its ice solution that addresses these points, and with the addition of Microsoft cloud technologies, including Skype for Business it can offer enterprise-class services.




Edited by Peter Bernstein

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