02 August 2017

Embedding communications in mobile applications

Written by Christopher Liko, Posted in Contact Center, Unified Communications

Think about how much time you spend on mobile devices through the day. For many people, the answer is “a lot,” but the actual number might be more than you think. One study showed that the average U.S. consumer spends 5 hours per day on mobile devices1. Because of this, the mobile experience is becoming increasingly natural to consumers, with mobile apps dominating their focus. In fact, 92% of users’ time on mobile is spent within apps1. Consumers are so familiar with their mobile devices that switching to another platform feels unnatural- even having to switch to a mobile browser is an unusual experience, as mobile browsers only occupy 8% of mobile activity1.

As consumers use mobile devices more frequently, they expect to be able to do everything on mobile that can be done on desktop devices. While smartphone ownership experiences a massive uptick, desktop/laptop device ownership is beginning to slow2. With this shift, businesses need to be focused on mobile to provide an optimal customer experience. What does it mean to be mobile-focused? The answer is not so simple. Below, we will outline the three stages of mobile integration. The depth of this integration often corresponds with your customers’ adoption of your mobile application.

12 July 2016

ice Contact Center for Skype for Business is one of the first to become certified for Skype for Business Server 2015

Posted in Press Release, Contact Center, ComputerTalk, Microsoft

Richmond Hill, Ontario – July 12, 2016 – ComputerTalk Technology Inc. today announces that ice, the Intelligent Communications Exchange, is Certified for Skype for Business! The certification indicates that ice has passed rigorous third party testing offered by Microsoft for Skype for Business solutions. ice is a native Skype for Business Contact Center platform that allows users to build communications workflows that connect users with the right subject matter experts. It is one of the first contact centers to receive this designation.

“I’m excited that we’ve been able to partner with Microsoft on this certification for ice on Skype for Business,” says Chris Bardon, Chief Software Architect at ComputerTalk, “It gives us independent validation that ice integrate well with Skype for Business and that Skype for Business supports all of the features that ice implements. This certification includes validation of our outbound calling platform, as well as scenarios involving hybrid and cloud users, which will give our customers the confidence to deploy all of the features of ice on the latest releases and topologies that Microsoft supports.”

ice provides an extensible and powerful interface to create contact center applications. Using ice, organizations can leverage CRM data, skills, and speech to route, record, and report on voice, email, IM, webchat, SMS, video and desktop sharing in a UC contact center. Organizations in all industry verticals can use ice to integrate their business applications into their contact center and transform the way they interact with customers, their own employees, and partners. ice brings together information silos, improving contact center productivity to knowledge-based workers.

The Skype for Business App Certification Program is designed to offer Microsoft customers the added assurance of third-party solutions that have demonstrated a high quality experience and compatibility when deployed with Skype for Business. Only products that pass the specifications outlined in the Skype for Business Certification Program can be associated with this designation. All products that pass this certification program are listed on http://apps.skypeforbusiness.com/.

Founded in 1987, ComputerTalk, is headquartered in Richmond Hill, Canada. ComputerTalk is a global provider of enterprise-class Skype for Business native and PBX-agnostic contact center products, cloud hosting services and custom application development. ComputerTalk is a contact center member of the Microsoft Enterprise Cloud Alliance and a Microsoft Gold Application Development and Gold Communications partner. For more information, please visit http://www.computer-talk.com/en/enterprise-products/ice-contact-center-for-skype-for-business


11 July 2012

TONIGHT 9PM - Rooftop Reception at Rockwood (RRR!)

Written by Martin Borowski, Posted in WPC 2012, ComputerTalk, Microsoft

Join ComputerTalk, other Microsoft Partners and Microsoft representatives at ComputerTalk’s exclusive rooftop reception. We will be enjoying drinks, hors d’oeuvres, good conversation and fresh evening air on the Rockwood’s rooftop patio.

WPC 2012 Exclusive Rooftop event


28 June 2012

Exclusive WPC 2012 Rooftop Reception Invite

Written by Martin Borowski, Posted in WPC 2012, ComputerTalk, Microsoft

WPC 2012 Exclusive Rooftop event

Unwind with us.

The 2012 Microsoft Worldwide Partner Conference is an exhilarating week and a great opportunity to knowledge-share and connect with technology leaders and solutions experts within the Microsoft eco-system. Your days are busy, so we would like to catch up with you when you have some down time.

You are invited to attend an exclusive rooftop reception, steps from the Metro Toronto Convention Center. RSVP now.

Relax and chat with Microsoft Partners and Microsoft representatives over drinks and hors d’oeuvres. Unwind with us.

This event is hosted by ComputerTalk Technologies, a Gold ISV and a Gold Communications Partner that specializes in cloud and on-premise services for Lync Enterprise Voice, contact center, speech IVR, and IP contact center hosting.


26 June 2012

ice Contact Center Qualified Lync Applications

Written by Martin Borowski, Posted in Contact Center, Lync, ComputerTalk, Microsoft

ice qualified lync application technet

ComputerTalk ice Contact Center

Enhance organizational effectiveness with contextual routing and application integration.

ice contact center for Lync is an all-in-one software-only solution that integrates with Microsoft Lync to deliver seamless voice, email, IM and webchat control within business applications and CRM solutions.

It allows you to enhance your contact center experience with the following:

• Skills-based routing with Automatic Voice Distribution (ACD)
• Feature-rich IP-PBX
• Speech Interactive Voice Response (IVR)
• Computer-Telephony Integration (CTI) with screen pops
• Call recording
• Real-time monitoring and in-depth reporting
• Custom Lync applications

With contextual intelligence, ice pushes customer requests to the most suitable queue and agent. Every event is tracked for Lync real-time monitoring and reporting tools.

ice contact center for Lync leverages IM, Presence, and custom Lync applications to reduce costs, increase productivity, and enhance organizational competitiveness.


15 May 2012

Deploying the Lync Mobility Service

Written by Chris Bardon, Posted in Lync, Microsoft

Microsoft Lync phones

With bits for the Lync mobility service and the Windows Phone client released. The official documentation that comes along with the download is pretty good in this case, and there are already some other blog posts that cover the deployment in detail, which is great to see. While it would have been nice to not have to need an extra server component, it does make sense that you’d need to abstract the SIP stack away from the client, and the way that piece works makes sense. What I don’t understand though is the need for yet another autodiscover service.