ice³ IP is an all-in-one, VOIP contact center that delivers full contact center functionality to both VOIP agents and traditional TDM agents. VOIP agents are equipped with SIP phones, and can be located anywhere within a company’s IP network.
ice³ IP contact center (CC) employs open standards, such as Session Initiated Protocol (SIP), VoiceXML, SALT, and Media Resource Control Protocol (MRCP), and it uses best-of-breed hardware. A standards-based, open web service CTI interface gives customers the flexibility to support 3rd party products, including legacy IVR system and reader boards. Workforce management and scheduling are accomplished with software from IEX Corp., a partner of Computer Talk.
ice³ IP VOIP CC agents can be located anywhere without incurring long distance charges. New agents can be added within hours using the existing IP infrastructure – eliminating the cost and delay of installing traditional phone wiring.
The ice³ IP contact center is equipped with fully integrated SIP soft-switch, SIP proxy server, signaling gateway, media gateway and media server, and it interoperates with many SIP-enabled third party products. ice³ IP VOIP CC can service customers with hybrid requirements where both TDM and VOIP agents can be collocated or distributed over multiple locations (Enterprise Edition). It can also service customers with pure VOIP environments (IPCC Edition.)
The Enterprise Edition works with customers' existing PBX and phone sets, providing a convenient and inexpensive migration from TDM to VOIP.
ice³ IP’s all-in-one contact center suite delivers ACD, multi-channel skills-based routing, conversation recording, universal queuing, speech-enabled self service, IVR, CTI and coordinate call/screen transfer, email management, web chat and collaboration.
