A market leader in imaging equipment and information systems, Canon implemented ice³ to modernize its Customer Information Center. ice³ supports thousands of Canon's callers each month with automated product information and a dynamic voice recognition / text-to-speech dealer locater.
Cap Gemini Ernst & Young US (CGE&Y)
CGE&Y is one of the world's largest providers of consulting, technology and outsourcing services. CGE&Y implemented ice³ to network its HR resources, which are located throughout the United States. Integrating to CGE&Y's existing communications infrastructure, ice³ allows employees to work as remote agents and function as if they were in the same office. ice³ lets CGE&Y design and configure incoming and outgoing contacts to implement program changes quickly and easily.
3M
Customers say the name of their company for immediate transfers to their account rep, with hold options if they call just before business hours and don’t want to have to call back.
Millennium Care
Outsourced tech support for more than 60 companies handled seamlessly with hosted ice³ networked centers.
Telecommunications Services of Trinidad and Tobago
Toll-free phone line provides automated account balance information, it also detects overdue accounts and automatically contacts the corresponding customers.
The Centre for the
Financial Services OmbudsNetwork (CFSON)
The Centre for the Financial Services OmbudsNetwork (CFSON) helps consumers who are experiencing problems or concerns with their financial services institution by providing information and directing them to the proper channels for navigating the complaint or inquiry process. All initial calls to CFSON arrive through a managed ComputerTalk ice³ system. ice³ directs incoming calls to the proper queues and connects agents with a comprehensive database to help them succinctly manage queries or complaints.
Citibank Diners' Club
Members activate their cards securely, 24/7, with natural voice commands.
TD Waterhouse
Call for fund pricing, account status and current market commentary 24/7 with faxback option.
Barclaycard Merchant Services
Merchants and mobile workers process payments and finish up their end of day banking from any phone.
Moneris Solutions
Automated payment processing lets merchants do business from anywhere at anytime.
First Citizens Bank of Trinidad & Tobago
Full-out telephone banking with inbound, outbound or blended campaign management.
Doubleday's book club members call a toll-free number to place orders, check their account status, decline monthly-featured book selections, or access general information. Callers can transfer to a live agent during business hours at any point during the call. The entire system is enabled for voice recognition, allowing customers to speak their commands to the system.
Globe & Mail
Start or suspend a subscription, update delivery addresses, make payments, inquire about your account, and register delivery complaints with natural voice commands
Sutton Coldfield College is a UK-based Contact Center Training Academy. ice³ is used in its training center to provide students with specialized instruction in contact handling and customer service. Students trained on ice³ acquire nationally recognized qualifications and transferable, in-demand skills. They also handle real calls coming into the college for practical, hands-on experience in an authentic contact center environment.
Stafford College
ice³ links different campus locations creating a genuine virtual call center and premium training environment
MPAC assesses property values for more than
four million properties in Ontario. Its 36 field
offices handle high volumes of assessment-related
telephone inquiries from the public. To standardize
processes and service delivery, MPAC streamlined
incoming calls to each field office through a
single call center via ice³.
The system is housed on ComputerTalk’s premises as
part of ComputerTalk’s Managed Service Provider program
(MSP), giving MPAC advanced contact center functionality,
controlled costs, and 24/7 maintenance and support.
FRCS is an outsourced call center for a consortium
of several insurance companies. When any of its
member companies’ customers call to file
a claim, the FRCS call center handles them. ice³ supports agents by retrieving information from
the database about callers’ insurance companies
and, in some cases, populating agents’ screens
with information they’ll require to handle
the call.
O&Y CBRE
Networked its call centers to provide automated, toll-free service line for nation-wide client base, effectively designating each office as a back-up.
CNIB
Visually impaired clients hear the daily paper, magazines articles, books, and more.
Canadian Standards Association
Callers choose the language they want to be served in.
Aviva
Leading insurance group records calls for training and security, directs incoming calls seamlessly to account reps, and delivers caller information to agents before agents commence serving the caller.
Municipal Property Assessment Corporation
From anywhere at anytime, call and speak your address, postal code and street address to get your property tax roll number.
Echo Managed Services
Outsourced customer service provider serves the entire client base with corporate brand and value maintenance from one centralized location.
MTO deployed ice³ to network and evolve several of its separate call centers into contact centers. ice³ connects MTO’s business units, enabling them to provide faster, more reliable service. MTO uses ice³’s full suite of features, which include self-serve IVR and voice recognition, e-mail, voice, conversation recording, and web chat.
Shared Services Bureau
The Shared Services Bureau (SSB ) provides internal business support services to government offices across Ontario. When SSB clients have internal process questions, their calls are handled by ice³, which supports help desk agents in two different cities. ice³ directs calls to the agents best suited to handle them, and when one center is busy, ice³ redirects calls to another center, improving callers’ chances of connecting with a live agent. If callers don’t want to wait in queue, they can press '1' to leave a voice mail message requesting a call back. The solution is housed on ComputerTalk’s premises and maintained by ComputerTalk staff.
Salt Lake City
Citizens pay traffic tickets, and make inquiries about both building inspections and jury status with natural voice commands.
Ministry of Transportation
(MTO)
Ontarians planning a road trip call MTO to check road conditions by saying the highway they’ll use. The system pulls the most recent information up, i.e. that there’s construction on that highway, and reads it to the caller.
Ministry of Community and Social Services
Records for several government programs are stored on a centralized database. All program workers have access to it – reducing fraud and system-abuse, improving efficiency and response times, and extending business hours.
Alabama Courts
Alabama’s Courtslet callers make child support payment inquiries 24/7 with natural voice commands
Alabama Police
Police in the field access real-time suspect ID data via wireless and mobile devices with natural voice commands
CustomerWorks is North America’s largest
provider of outsourced customer care services
to utilities, municipalities, and retail energy
companies. Its call centers receive 6.4 million
enquiries annually, through call centers operating
24/7 across 4 time zones. CustomerWorks’ ice³ system routes calls to the most appropriate call
center site, and re-routes in minutes if necessary
– ensuring first call resolution & seamless
business resumption.
Toronto Hydro Corporation
Toronto Hydro deployed iceVoice to expand its service options. When customers call in to affirm their service relationships, they can speak their affirmation to an automated system. Customers affirming during business hours can speak with an agent if they choose; iceVoice enhances the system's flexibility and convenience by accepting and recording affirmations at any time of day. All affirmations performed through iceVoice are recorded with callers' consent. The recordings are stored in a database and are easily retrievable by agents with callers' account numbers.
Newmarket Hydro
Customers perform meter-readings, account inquiries, and credit card payments, at any time of the day, from any phone; they also receive account updates and payment reminders – all without agent intervention.
Niagara Mohawk Power Corporation
Customers phone in their meter readings – no need for a technician to visit and take the reading anymore; the system accepts the data and issues a bill or transfers the caller to an agent
Crisis center answers callers with prompt, personalized treatment; callers in crisis never have to hold
York Region Emergency Medical Services
ice³ automates all common, cumbersome calls and still satisfies all union rules; staff can call in 24/7 to confirm start time and location of their next shifts, vacation slots are allocated according to seniority and availability, and ice³ sends outbound notices of overtime shift availability, adhering to strict union rules.
Kids Help Phone
Toll-free Parent Help Line offers 24/7, bilingual, confidential, anonymous phone counseling; dynamic menus let callers navigate through various informational and help messages
Warren Sheppel
Counselors prepare to provide emotional and psychological support by reviewing each caller’s history and needs prior to each call
Ministry of Health
Doctors call a toll-free number to verify patient’s health cards, assisting in fraud prevention. It also provides a toll service that automatically bills health insurance companies on their telephone bill.
Accident management, car rental, and breakdown rescue & recovery provider streamlines calls to its specialized agents in its multi-queue call center. Detailed reporting identifies lost calls and monitors agent performance, average speed of answer, and daily, weekly and monthly statistics.
VIA Rail
Self-Service, 24/7, access to fares and schedules. Callers can also get information on products or promotions, and they can transfer to an agent during business hours.
Purolator Courier
Purolator drivers call ComputerTalk’s system to schedule, track, and trace couriered shipments. Location for pick-up, proof of delivery, delivery date, and even delivery signature is read back to the caller
Cardinal Couriers
When drivers arrive at the company warehouse, they call their driver number and load details into the system to automatically update the inventory database
Thousands of participants from across the country call a toll free number and record their best impression of milk-related sounds. The system awards 25 prizes an hour and accommodates millions of hopeful callers
Loblaws
Loyalty club members call for quick, hassle-free updates on how many points they have, what they can buy, how to transfer or redeem points, etc. at any time of the day.
Road Post
Rent cell phones and communication tools with recording options for critical calls
