05 January 2018

Contiguous communication: transcription

Written by Christopher Liko


Contiguous communication is the fabric that holds together the contact center of the future. It provides the contact center with the ability to unify the customer experience across any device, media format and channel. Contiguous communication enables agents and customers alike to view and analyze contact transcripts.

In this biweekly blog series, we will present the capabilities and features made possible by contiguous communication. This week, we will discuss how contiguous communication impacts transcription. To view our previous blog post, click here http://www.computer-talk.com/en/blog/item/contiguous-communication-real-time-channel-switching.

For customers, receiving contact transcripts is becoming more common. With the increase in the use of webchat, customers are more frequently requesting the receipt of a chat transcript in their email inbox. What if customers could request a transcript from any contact type, in any media format, and receive it automatically? Contiguous communication allows for the automatic creation of contact transcripts, regardless of the contact type, such as voice, IM or SMS. Not only can the transcript be automatically created, but the customer can choose to receive a voice call transcript in a text format, or a webchat transcript as an automatically dictated voice message.

To contact center agents, contact transcripts are a crucial tool for evaluating and optimizing contact center performance. For agents, contiguous communication allows for the creation of transcripts in the same ways as customers: instantly, from any contact type and in any media format. What is more important for agents, though, is the ability to review transcripts in secondary interactions with customers. Contiguous communication provides agents with additional transcription features to better support customers.

Agents can get transcripts in whatever media format is necessary. This means that they can read a transcript while speaking to a customer on the phone, or listen to a transcript while speaking with a customer by IM. Furthermore, contiguous communication enables detailed transcript analysis. An agent can search through a transcript for keywords, or determine what was said at a specific timestamp of the contact. If a customer references something that was said in a previous conversation with the organization, the agent can find those keywords in a matter of seconds.

This is just one of the many ways contiguous communication helps bring your contact center into the 21st century. Stay tuned for the next blog in the series! If you can’t wait to find out more, reach out to us here [http://www.computer-talk.com/en/contact-us].

03 December 2014

Introducing the iceJournal tool in the newest version of ice!

Written by Vivian Pow, Posted in Contact Center, ComputerTalk

Having an integrated view of your contact center metrics could mean large cost and time savings for your contact center. One that is responsively designed for mobile devices provides an even greater value-add, ensuring that your team leads and supervisors have access to valuable information while on the go, via a secure internet connection.

iceJournal is ComputerTalk's answer to the market demand for an integrated interaction viewer.  iceJournal will be a part of the latest release of ice (Intelligent Communications Exchange) contact center.

iceJournal is a browser-based tool that provides the ability to search for interactions by queue, user, contact type, date range and other criteria. Contact details are shown when a particular record is selected.

Using iceJournal, you can:

  • Search for recorded and in-progress contacts.
  • Display details on selected contact. A contact can be voice (Skype, Lync, phone), email, IM, video, or Tweet.
  • Listen to recordings, read emails, and read transcripts of instant messages. Interactions from the same person are listed together.
  • A team lead, supervisor or administrator can evaluate the handling user’s performance on the selected contact.

Some screenshots:

Desktop view: search results

ice8 journal

Tablet view - Viewing an evaluation

ice8 journal

Smartphone view - Details view of an interaction

ice8 journal

05 November 2013

ComputerTalk to attend Lync Information Day 2013, in The Netherlands

Written by Martin Borowski, Posted in Press Release, Lync, ComputerTalk, Microsoft

Richmond Hill, Canada (November 5, 2013) - ComputerTalk, a leading provider of Lync-native social media contact center solutions, will be attending the Social Enterprise Society Lync Day (Thursday November 21, 2013) held in the Jaarbeurs, Utrecht, The Netherlands.

As a SES Lync Gold Sponsor, ComputerTalk will provide tips and tricks for Smarter Communication, as well as information on serving customers using the phone, email, instant messaging, Skype, and social media, using her Lync-native social media ice contact center for Microsoft Lync 2010 / 2013.

The conference focuses on the practice and the future of Unified Communications - it includes 8 break-out sessions, where participants will learn more about the benefits and application of Unified Communications.

Those who should attend the conference include organizations with descending telephony contract, looking to add social media contact center solution, want to save costs or invest in sustainability.

Those who already use Lync - want to learn more about new features, optimization, special offers, and more - should also attend.

Interested participants should go to (link: http://www.seslync.nl/bijeenkomsten/73-lync-day-eindgebruikers-congres-2013.html) to register for a free ticket and peruse the agenda.

08 May 2013

Showcasing Microsoft Lync 2013 on Office 365 cloud

Written by Martin Borowski, Posted in Lync, Unified Communications, Microsoft

At the recent Lync release Derek Burney (Corporate VP, Microsoft Lync & Microsoft Office Data) took the center stage showcasing Microsoft Lync 2013 fully running on Microsoft’s cloud-based Office 365. This integration will be implemented across the service within the next 18 months.

Here are the highlights of the items demonstrated at the release event:

  • The ease with which a new user can be added to an Office 365 account with whatever Office application license.

  • Using Lync on array of mobile clients. Starting obviously with a Windows phone to Android and iPhones. He expressed that the client retains its “Lync-ness” while still adapting to the design of each mobile operating system. Creating ease of use and comfort.

  • Discussion of Lync Web app for browsers. Allowing any user join a meeting from a PC or Mac browser

  • WebRTC – the Web Real Time Communication and the premise to support this exciting initiative in the near future once standard is ratified

  • Focus on moving Microsoft Lync into the conference room. Using two large touch-screen displays, Burney demonstrated how with single-touch to join a meeting and then designate one screen to video and the other to electronic virtual whiteboard. This allowed for note taking of the meeting eliminating the need to take pictures of the old-fashioned whiteboard.

While the demo wasn’t groundbreaking, the overall delivery signified the fulfillment of the vision Microsoft had for Lync. They have delivered a UC system that can provide voice as well as IM/Presence, video, desktop sharing and overall all elements of modern communications system. It can run on all the major platforms whether desktop or mobile and now is moving into conference rooms. The success and popularity of Microsoft Lync keeps on growing and enhancing.

Contact us if you need help implementing Microsoft Lync and Office 365 with your contact center.

29 April 2013

Lync - Skype connectivity for presence, IM and voice

Written by Martin Borowski, Posted in Contact Center, Lync, Unified Communications, Microsoft

Skype Hits 2 Billion Minutes Per Day

Skype is the communications hub that brings people together. With over two billion minutes used, it is a true testament to the effectiveness and its ease of use. Whether making a voice or video call, sending an instant message, connecting with business partners, stakeholders and customers has never been easier.

Do you have a contact center that supports connecting with your clients at such superior level? Contact us for direction on how to get there.

Lync - Skype connectivity for presence, IM and voice will be available to all Lync users. This move will begin to enable what we call B2X. B2X places the focus of business communication on enabling human interactions. B2X puts people first and looks at communications in a unified way, not as disparate technology silos focused on one task or protocol. Computer Talk is your gateway to unified communications.

25 February 2013

Subaru succeeds with Lync

Written by Martin Borowski, Posted in Lync

Subaru Canada is driving its business by offering the unified user experience of Microsoft Lync.  Lync's functions include enabling users to instant message, track contacts' availability, initiate or join audio, video, or web conferences - all on a familiar, user-friendly interface integrated with Microsoft Office.

With Lync, Subaru Canada's extensive and geographically dispersed network is connected in real time; stakeholders as well as internal employees.  At an event at the Microsoft Canada offices in December 2012, Subaru Canada exhibited not only their vehicular visions, but their their ability to offer a more collaborative, and richer, user experience after deploying Lynch to sync every feature of the modern desktop.

From expediting and improving decision making and information sharing, to reducing travel and communication time and costs, Lynch is helping Subaru Canada's drive for success.

Learn how you can succeed with Microsoft Lync Unified Communications and Contact Center for Lync.