Intro ComputerTalk - Ext

2. Company Profile • Experts in enterprise-class contact center solutions • In business for over 25 years • Microsoft Gold Certified Partner Communications / Application Development • Microsoft partner since 2005 • Head Office: Toronto Canada • French speaking office (and support) in Montreal

3. ice across all verticals

4. ice adds more value ComputerTalk + Microsoft ice + Skype for Business ice+ Lync ComputerTalk + Cisco/Nortel/Avaya

5. ice improves your customer service Communicate across all media channels.

6. ice Features ice is an all-in-one enterprise-class software-only product that delivers the tools you need to provide excellent customer service. ACD & Speech IVR Social Media Email Management Quality Monitoring & Call Recording Webchat & Instant Messaging Analytics & Reporting Outbound alerts surveys Native CTI & CRM Screenpops

7. iceWorkflow Designer A powerful, graphical editor for building self-service applications and advanced interaction flows..

8. iceJournal on a Surface.

9. Configurable Home Screen in iceMonitor

10. iceReporting - Historical reports

11. 11 iceIM Web Chat

12. Queue Skype Video calls in your Contact Center

13. ice Contact Center – in the cloud TDM Voice VoIP + Data Cisco CM/CME Cisco agentsMitel agents Nortel agents T1/PRI Legacy PBXSIP Avaya agents remote office VoIP agents home VoIP agents home agents remote PBX agents SIP Gateway Legacy PBX Lync agents Microsoft Lync VOIP IP-PBX PSTN mobile agents Centrex agentsComputerTalk Data Center VOIP, TDM, and PBX Agnostic Architecture

14. ice Contact Center – On Premises TDM Voice VoIP ice home agents ice remote agents Cisco CM/CME ice Cisco VoIP agentsice Mitel users ice PBX agents T1/PRI VOIP /Legacy PBX PSTN SIP ice IP-PBX VoIP agents ice remote office VoIP users VOIP ice home VoIP users SIP Gateway Legacy PBX ice Lync agents Microsoft Lync VOIP, TDM, and PBX Agnostic Architecture

15. Deployed third party integrations contact center

16. Contact: Charles Lesieur, ComputerTalk Technology clesieur@computer-talk.com Tel.: +1-438-793-1427 (Cell)

Editor's Notes

Key Point: For 25 years, ComputerTalk’s reason for being is enhancing the capabilities of contact centers. We have a great contact center solution that works with different PBXs. When you’re running ice with Lync or Skype for Business, it provides an even greater value add. Other points: Being a Microsoft Gold Certified Partner means that we fulfill the requirements of being part of the Microsoft partner community – our product meets Microsoft’s requirements, our staff are appropriately trained to work with Microsoft Lync and Skype for Business, and we have referenceable customers that have been validated by the Microsoft Partner team.
Key Point: Rather than having two separate systems for productivity and external communication, for example: Microsoft Office and Cisco Contact Center Manager, customers will see more value from having a productivity and communications solution that uses the same infrastructure. ice for Skype for Business is a compelling solution for enterprises looking for a complete unified communications business productivity suite. Other Points: Microsoft Office has high market penetration for internal business productivity tools, but not for external communication. Microsoft OCS, Lync, Skype for Business have high market penetration from customers using IM, Presence, and Conferencing. Microsoft office productivity suite also has high market penetration. Microsoft Office is missing contact center features that address the needs of enterprises. Add contact center for a unified solution that addresses internal and external communication requirements.
Key Point: ice revitalizes customer service by providing new ways for customers to reach you.
Key Point: ice provides all the tools and features you need to run an enterprise-class contact center.
Key Point: iceWorkflow Designer is a powerful graphical editor for building self-service applications and advanced interaction flows. Other Points: It’s Visio-like. You use this tool to connect Contact Center Line of Business applications to other applications and business processes in your organization. Need example for this
Key Point: Supervisors can use the interaction viewer to see previous interactions, review what was discussed, and hear call recordings. Supervisors would also evaluate from this module.
Key Point: This is a desktop view of the monitoring tool. Supervisors use this as a dashboard display of real time statistics, to keep track of what is happening in the contact center. This view is customizable, so supervisors can select the graphics and details about the queues, agents, and teams that they supervise.
Key Point: Out of the box, ice provides numerous reports about the contact center.
Key Point: Agents use the Lync conversation window that they are familiar with to handle requests that come in through the company website. Customers interact with agents through an IM window that lets them request call backs, email transcripts, and more.
Key Point: Skype users would be able to have video calls with agents in your contact center.
Key Point: ice contact center in the cloud leverages and works with whatever communication infrastructure you have in place. Other Points: That means if you’re using Nortel (replace with name of what the prospect is already using), ice works. And the great news: if you choose to use ice to power your contact center. As your organization moves from one platform, as you continue your UC journey, to Lync or Skype for Business, ice will continue to work with you. Contact center agents will transition using the powerful tools they’re already familiar with.
Key Point: ice contact center works with whatever communication infrastructure you have in place. Other Points: That means if you’re using Nortel (replace with name of what the prospect is already using), ice works. And the great news: if you choose to use ice to power your contact center. As your organization moves from one platform, as you continue your UC journey, to Lync, ice will continue to work with you. Contact center agents will transition using the powerful tools they’re already familiar with. Note to Presenter: use this for prospects interested in CPE ice.
Key Point: ice improves third party solutions that prospects are using. These are some of our proven integrations. Because the way ice integrates with 3rd party applications is via web services and external code into workflow, we can integrate with pretty much any 3rd party application. Third Party Integrations Teleopti: WFM Salesforce: CRM Callminer: speech analytics Proxy Networks: Screen recording Siebel: CRM Nice: IEX for workforce management (scheduling, forecasting, real time adherence) Oracle: database integration BMCSoftware: Remedy integration PBX’s Avaya Nortel CiscoMitel Microsoft products Exchange Lync SharePoint Skype for Business Skype Microsoft Office O365 Dynamics CRM SQL server
Key Point: this is how Agent whisper works. Note to Presenter: this is a hidden slide, include in the deck when this specific feature is required.
Key Point: using ice, agents can escalate to different mediums. Other Point: “Tracked in ice” means that statistics on the call will be available in ice reporting and monitoring modules. Note to Presenter: this is a hidden slide, include in the deck when this specific feature is required.
Key Point: Here is how SMS looks. Note to Presenter: this is a hidden slide, include in the deck when this specific feature is required.
Note to Presenter: For customers interested in Twitter. If customer is not looking for Twitter queuing, hide this slide.
Note to Presenter: For customers interested in Twitter. If customer is not looking for Twitter queuing, hide this slide.

Intro ComputerTalk - Ext

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Editor's Notes