08 September 2015

Improve customer interactions with real-time speech analytics: A personal assistant for every agent

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk, Microsoft

People are more time-starved than ever and demand fast, reliable, and personal customer service. They expect agents to know about previous interactions via any channel and resolve their problems in a timely manner.

To provide the expected level of customer service, agents often need records from previous interactions or additional information such as account type, product features, upsell information, etc. Unfortunately, with the amount of information some organizations have, it can be challenging for agents to efficiently find the relevant content and deliver excellent service. They need help juggling the two tasks.

When your organization uses ComputerTalk’s real-time speech analytics with ice Contact Center for Skype for Business, it is like every agent is given their own personal assistant. With this tool, all the information agents need to answer customer questions is pushed to them, minimizing the amount of searching they would have to do.

Real-time speech analytics and ice Contact Center can:

  • Provide records of previous customer interactions and show the specific interaction a customer mentions
  • Find and display relevant documents such as account information, relevant call scripts, competitive information and more
  • Whisper messages to help the agent without the customer hearing
  • Remind agents if they are taking too long on the call
  • Blacklist customers using abusive language
  • Notify supervisor of a problematic call or customer interaction
  • Supress DTMF tones when a customer enters their credit card information preventing the agent from hearing the tones
  • Ensure specific product offerings are mentioned for compliance

Using real-time speech analytics and ice can bring many benefits to your organization:

  • Improved first contact resolution
  • Reduced call time
  • Ensure compliance
  • Minimized errors
  • Increased security
  • Increased supervisor efficiency
  • Increased sales/upsells
  • Increased customer retention

Stay tuned for more information about real-time speech analytics! Or message us to find out how real-time speech analytics can help your organization.

12 February 2015

ComputerTalk will be at the Milwaukee Meetup!

Written by Martin Borowski, Posted in Events, ComputerTalk

Want more information about the next version of [LYNC]/Skype for Business? Want to learn about contact center options for [LYNC]/Skype for Business? Then the February 23rd [LYNC] User Group meetup in Milwaukee is for you! Join Brandon Viamonte from ComputerTalk from 11am to 1pm.

There will be free food, beverages and door prizes courtesy of the [LYNC] Users Group and their sponsors. This meetup will be divided into 2 sessions. The first will be an update on the next version of [LYNC]/Skype for Business, and the second will be about contact center options for [LYNC]/Skype for Business. Meet up with Brandon after the presentations for more information about ComputerTalk's contact center solution for [LYNC]/Skype for Business.

ComputerTalk is now a [LYNC] User Group sponsor, and will be attending various meetups throughout the year. [LYNC] User Groups occur in 17 cities across the US every quarter. The meetups are targeted for people interested in Microsoft Unified Communications and will include both technical and business information. At the meetings there will be subject matter experts who will be presenting as well as answering any questions you might have.

If you are unable to make it to the meetup, the presentations will be available in the files sections of the meetup site. Make sure to follow us on Twitter to find out which meetup we will be at next.

For more information visit http://www.meetup.com/Wisconsin-[LYNC]-Users-Group/events/220120513/ or contact:

Brandon Viamonte
This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

19 January 2015

Evaluation tools optimized for user experience

Written by Vivian Pow, Posted in Contact Center, ComputerTalk

This is what a completed agent performance evaluation form looks like.


ice evaluation tools let supervisors quickly assess employee interactions with customers, prospects, and partners over the phone (regular telephone, Skype calls, and Lync calls), email, or instant message/webchat.  These tools can be used to:

  • Create customized scorecards with questions that address your business concerns
  • Listen to recordings from a secure, mobile-friendly website
  • View interaction transcripts from a secure, mobile-friendly website
  • Select evaluation scorecards to use
  • Evaluate interactions using the scorecard you chose
  • Provide agents with a grade for each interaction


Using our re-imagined evaluation tools, your supervisors can provide agents with feedback that will help them improve the way they deliver customer service.

08 December 2014

Skype Video – now a supported modality in ice Contact Center for Lync

Written by Martin Borowski, Vivian Pow, Posted in Contact Center, Skype, Unified Communications, ComputerTalk, Microsoft

Microsoft just released a new version of Skype, which delivers Skype and [LYNC] videos. ice is [LYNC] native, so new features that Microsoft add to [LYNC] and Skype would work with ice, with little to no customization or tweaking required.

We have just verified that Skype video calls is another modality that ice can handle! Benefits are that we can support video calls into ice from skype users as well as Lync users. This means that video support is much less esoteric than it was before, since now any Skype user (assuming they roll the change out to the rest of the clients) is going to be able to call into ice with video.

For a demo, sign up at www.computer-talk.com/demo-request

04 December 2014

Sprint Complete Collaboration Now Enhanced with Contact Center Capabilities

Written by Vivian Pow, Martin Borowski, Posted in Press Release, Contact Center, Lync, Unified Communications, ComputerTalk, Microsoft

OVERLAND PARK, Kan. (BUSINESS WIRE), December 04, 2014 - Businesses with contact center operations now can use a consistent cloud-based unified communications (UC) tool across all employees plus offer key features critical to employees who directly support customers. Sprint (NYSE: S) is teaming with ComputerTalk to integrate robust contact center capabilities into Sprint Complete Collaboration with Microsoft [LYNC], enabling businesses to rely on Sprint as a one-stop shop to meet all of their UC needs.

ComputerTalk offers a native contact center solution called ice, which is an all-in-one, software only, cloud-based contact center built and integrated into the full Microsoft stack. Its wide range of features include:

  • Contact routing and distribution
  • Full Interactive Voice Response (IVR) designer
  • Call recording and historical reporting
  • Real-time monitoring and skills-based routing
  • Media-specific interactions
  • “UC Workflow” designer for building self-service and complex routing apps
  • Instant Messaging (IM), voice, email, Web chat and Twitter
  • Ability to route calls to any end point that [LYNC] knows (e.g. mobile devices, landlines and common area [LYNC] phones)
  • Ability to route IM to public IM clients

“Sprint is offering the first Microsoft universal communications suite with a native [LYNC] contact center that offers enterprise grade capabilities,” said Mandle Cheung, chairman and CEO of ComputerTalk. “This will allow Sprint customers to quickly and effectively move to a cloud-first, mobile-first, enterprise solution for communication and collaboration while enhancing the business customer experience."

Unlike competitive offers, Sprint’s approach is comprehensive with enhanced mobility and SIP Trunking integrated for every user. It also offers an end-to-end UC platform with a consistent experience across all collaboration tools, operating systems and end points.

Sprint Complete Collaboration is enabled by an all-IP network, which offers the reliability and quality needed for real-time collaborative applications. For road warriors, cloud-based UC offers a rich and flexible mobile experience. It also enhances BYOD programs with a seamless collaboration experience for tablets and mobile phones using multiple operating systems. Mobile employees can join meetings, check presence and availability, and use instant messaging while away from the office.

“Arming employees who have a wide variety of communication needs and workstyles with the right technology will unify them, promote stronger collaboration, and help businesses grow faster,” said Mike Fitz, vice president for Enterprise Commercialization, Sprint. “Enhancing Sprint Complete Collaboration with contact center features enables businesses to provide a consistent UC solution for all employees while adding capabilities for certain work groups, like the unique tools needed to directly support customers. Businesses can rely on Sprint as a one-stop shop for this integrated solution that will easily scale and adapt to their business needs.”

About Sprint Business

Sprint Business provides a range of simple, flexible services that help workforces to collaborate, mobilize and accelerate. As work changes, the winners will be the businesses that remove obstacles to best empower their employees to drive business success. Our solutions are designed specifically to help our customers' people work better together, be more engaged and enjoy their jobs more. To learn more, visit www.sprint.com/business or join the conversation at www.sprint.com/futureofwork.

About Sprint

Sprint (NYSE: S) is a communications services company dedicated to delivering the best value in wireless. Sprint served 55 million customers as of Sept. 30, 2014, and is widely recognized for developing, engineering and deploying innovative technologies, including the first wireless 4G service from a national carrier in the United States; leading no-contract brands including Virgin Mobile USA, Boost Mobile, and Assurance Wireless; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. Sprint has been named to the Dow Jones Sustainability Index (DJSI) North America for the last four years. You can learn more and visit Sprint at www.sprint.com or www.facebook.com/sprint andwww.twitter.com/sprint.

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