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ice: Contact Center for Lync

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The ice all-in-one contact center for Lync from ComputerTalk solves business challenges faced by organizations of any size and any complexity. ice provides advanced contact routing to contact center agents, corporate users, and subject matter experts both inside and outside the organization. A full-featured contact center solution, it includes detailed analytics, quality monitoring, sophisticated reporting, skills-based routing, and a real-time dashboard.

ComputerTalk’s ice is the contact center of choice for Lync customers. It allows a seamless transition from a TDM PBX to Lync Enterprise voice without disrupting operations, serving users on both platforms simultaneously. Organizations can immediately reap the benefits of Lync IM and Presence, and can transition to Enterprise Voice at their own pace - the infrastructure is not an immediate “rip and replace”.

As an all-in-one contact center, automatic call distribution, interactive voice response, call recording, web chat and email routing features are all on the same platform. This can mean reduced overhead in terms of number of vendors, fewer support headaches, and true unification of voice, email, IM, and video.

For organizations that have already made an investment in Microsoft solutions, ice leverages Exchange, Lync, SharePoint, and Dynamics CRM. As a platform and vendor agnostic solution, ice integrates with a variety of other PBX, IVR, and CRM systems. With multimedia ACD and self-service, ice provides value to both traditional contact centers and enterprises that need to automate and communications-enable their business processes.

The ice workflow designer lets customers create applications that integrate with the full Microsoft UC suite, as well as other databases and web services that contain information relevant to communications. This data is used to add context to communications in both self-service and expert assistance scenarios by enriching the customer experience, and giving users relevant information about communications as they are alerted.

ice also extends the IM capabilities of Lync Server 2010 to include customers or partners through a link on their corporate website. The browser-based ice IM client enables self-service through IM and queuing of chat requests to the most available individual with the right skill set.

"111710" "11172010"

ice: Contact Center for Lync has not been reviewed by any customers.

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