ice³ unifies multi-channel communication, allowing your contact center to focus on customer care without worrying about technology distinctions and product integration. Embedded functions in ice³, such as self-service, Web chat, and conversation recording can be activated when they are needed.
A Modular Approach instead of Wholesale Integration
ice³ offers a modular approach to integration. Service is implemented based on customer need. Other services can be installed incrementally in modular fashion, based on customer’s timetable:
Customers can start anywhere and evolve to anywhere - by subscribing to building-block style service modules to solve their evolving business needs:
Advanced service package
Standard service package
Interactive Voice Response
Integration with Microsoft LCS/OCS
Agent Interaction Tool
Integration with Microsoft Office
Contact Center Design and Development Tool
Speech Recognition Based Auto Attendant
Screen Pop
Conversation Recording and Quality Monitoring
Intelligent Email Routing
Customer Contact & Campaign Management with Predictive/Preview Dialing
ComputerTalk’s Center ice is a highly scalable, multi-channel contact center solution that enables organizations to communicate more effectively with their customers. This includes the queuing and routing of traditional phone calls in addition to email, chat, fax and web callback requests. It also provides blended predictive and preview dialing, IVR and call recording—for a completely unified solution.
Center ice increases agent, supervisor and administrator productivity by extending the call center beyond the limits of traditional infrastructure. Agents can work efficiently from anywhere in the world with 360-degree views into customer interactions and real-time business intelligence. Supervisors are empowered with instantly customizable screens and real-time tools for monitoring and coaching agents, no matter where they are located. And administrators can adapt to changing needs with real-time administration tools for implementing moves, adds and changes.
Center ice is designed for enterprises that wish to boost their legacy PBX or IP-PBX with the power of a world class contact center. Center ice extends multi-channel communication to agent positions equipped with legacy PBX phone sets and to distributed VoIP agents on the enterprise’s IP network. Agent positions are easily migrated from legacy phone sets to new VoIP phone sets, on a user-by-user basis.
Center ice can be deployed on-premise – as adjunct to the legacy PBX. A service provider edition, allows multiple hosted customers to share a high availability Center ice system.
ComputerTalk’s Express ice a robust call center solution that enhances customer communication for small and medium businesses (SMBs). Express ice, allows SMBs to quickly and easily setup their own call center exactly how they want it, and make adjustments anytime of day or night. Express ice delivers queuing and routing of traditional phone calls, multi-queue agent assignment, time of day routing, recorded announcements, IVR, overflow, personal voice mail, voice mail in queue, callback queuing, call recording, preview dialing and more.
Express ice works with any legacy phone system, IP-PBX, and Centrex. Optionally, SMBs can even replace their phone system and utilize Express ice for all their office communication, utilizing new VoIP phone sets.
Express ice can be deployed on-premise – on a customer supplied Dell PC server. A service provider edition, allows multiple, hosted customers to share a high availability Express ice system.
iceVoiceInteractive Voice Response iceVoice provides self service through speech recognition & text-to-speech, Interactive Voice Response (IVR) and optional VoiceXML. Experts in human interface design create applications that ensure the most satisfying user experience.
Key Features
Speechworks and Nuance speech recognition technology
Natural language
Text to speech with inflection and punctuation emphasis
iceAgentAgent Interaction Tool iceAgent is a client desktop interface that allows agents to effectively handle multiple customer interactions across a variety of channels. Using a single interface, agents can process telephone calls, and receive emails and Web chat requests.
iceOFFiceIntegration with Microsoft LCS/OCS iceOFFice extends control of your ice extension to Microsoft Communicator. You can place calls, hold calls, transfer, consult, conference, and manage multiple simultaneous calls, all from Communicator. Calls can also be placed directly from Microsoft Outlook and smart tags
iceOFFice Toolbar is a client desktop interface that is completely integrated with Microsoft Office. Similar to iceAgent, it allows agents to effectively handle multiple customer interactions across a variety of channels. All features of the existing iceAgent application are provided in iceOFFice Toolbar, and many new features have been added.
iceMailIntelligent Email Routing iceMail provides inbound email management for contact centers. Emails can be treated like a phone call with queuing, routing based on keyword, and even self-service through the autoreply feature.
Key Features
custom autoreply
flexible routing options (such as skills based, time of day, queue conditions, agent availability, host response)
no changes to firewalls are necessary = e-mail security
web based search & retrieve for database of all emails
iceChatIntelligent Webchat iceChat allows agents to communicate in real-time over the web with visitors or clients browsing your website. Agents can answer questions, offer advice, or troubleshoot over the Internet.
Workflow DesignerContact Center Design and Development Tool ice’s trump card – an intuitive, graphic tool/environment that turns your desktop into a canvas on which you can create your own applications without a hitch. Drag and drop icons make it easy to design simple functions like condition routing, or more complex applications like updating databases, polling CRM packages, and speaking search results back to callers.
The best part? You don’t have to be a techie to use it… experts and beginners alike can be trained in no time. So forget about time lost due to costly outsourcing or consultants – do it yourself quickly and easily with Workflow Designer
iceCampaignCustomer Contact & Campaign Management with Predictive/Preview Dialing iceCampaign equips inbound, outbound or blended contact centers to run lead generation, promotions, and customer service campaigns.
iceManagerAdministration Suite iceManager is a suite of powerful administration tools for fully unified contact center management, providing a detailed view across all interaction types. Components include:
Workflow Designer - allows users to easily create, design, test, and implement simple or complex multi-channelled business communication applications.
iceManager Monitor – keeps the user informed of agent, queue, and contact activity in real-time and allows them to respond instantly to changes in demand and agent productivity.
iceManager Administrator – allows users to create and maintain all the essential contact center resources, such as queues, agents, skills, announcements, and prompts.
iceManager Reporting – provides an extendable suite of user configurable reports covering all aspects of contact center and IVR operations, from telephony traffic levels, user callflow interactions, queue behaviour, through to detailed individual agent activity.
iceCaptureConversation Recording and Quality Monitoring iceCapture is a web-administered tool that records and archives telephone conversations between agents and clients. Contact center agents and supervisors can immediately review, from any location, single or multiple recordings selected based on recording status, date, time, queue, DNIS or agent.
Key Features
Flexible recording options (scheduled, bulk, by agent/queue, random, time period)
Web-based administration & recording processing
Indexed archiving
Search recordings
Standard and custom agent evaluations integrated with recording management
Complete audit trail of recordings (name/ID of agent, queue, DNIS, ANI, date and time of call, recording type, evaluator identification)
iceCTI SuiteScreen Pop iceCTI suite allows organizations to get more out of their existing legacy investments, and pull together the benefits of several systems into one manageable solution.
iceVoiceMailVoicemail
iceVoiceMail lets you handle all phone communications without the expense of a vendor system. As a software-only application, there are no telephony boards to purchase, significantly reducing start-up costs and maintenance hassles.
Key Features
Control – Multiple greetings and messages
Options – Message tagging, forwarding, sharing
Future Delivery – Leave a message in advance and have it delivered at a future date and time
