ICE – an unsurpassed cloud based multi-channel Contact Center for Microsoft Skype for Business.
The Voice of O365 offers her customer facing business partners the ability to sell a pure cloud based contact center solution. ICE is an all-in-one cloud product and is the only contact center for Skype for Business that offers a wide range of features without the need for additional ‘third party offerings’!
ICE features include contact routing and distribution, a full IVR designer, call recording, historical reporting, real-time monitoring, skills-based routing and media-specific interactions.
The “UC Workflow” designer is an easy-to-use, Visio-like graphical editor for building self-service and complex routing applications utilizing IM, voice, email, SMS, Fax, web-chat, Twitter and Skype. These functionalities can now be delivered to all Skype for Business users, beyond contact center agents.
In addition, ice can route calls to any endpoint that Skype for Business knows about, for example cellphones, landlines, and common area Skype for Business phones. You can also route IM to public IM clients.
Note: ICE is a cloud solution of ComputerTalk Inc. ComputerTalk Inc., founded in 1987, is headquartered in Richmond Hill (Toronto), Canada. ComputerTalk is a global provider of enterprise-class contact center products, cloud hosting services and advanced IVR applications. They are Microsoft Online Service Advisors with Gold Application Development and Gold Communications competencies.
ComputerTalk specializes in ‘native’ (UCMA–API based) services for Lync & Skype for Business Enterprise Voice, social media contact center, Interactive Voice Response and IP contact center hosting.