detailed analytics, sophisticated communications strategies to reporting, skills-based routing, achieve their business goals. and real-time monitoring. Its ComputerTalk that its workflow application customers’ goals align well with development toolkit enables a those of Microsoft. “Bringing range of integration points to add together e-mail, instant context to communication messaging, voice including Microsoft applications communications, and web such as SharePoint Server, conferencing is a matter of Microsoft Dynamics CRM, and productivity and Lync Server 2010. For example, competitiveness. We recognize let’s look at a citizen 311 helpline. the enormous potential of this ice takes a call through Lync convergence in the market, and Server 2010 and accesses so does Microsoft,” says Mandle Microsoft Dynamics CRM for Cheung, Founder and CEO of caller information to display on ComputerTalk. the agent screen. The agent is Benefits then directed to an appropriate Immediate benefits of using ice link in a SharePoint knowledge contact center solution with Lync base to share information with Server 2010 include: the caller. Staff performance and Another solution in the ice unified collaboration improve. communications portfolio is Customer information stored in iceIM. Companies can use it to SharePoint Server or extend the IM capabilities of Lync Microsoft Dynamics CRM is Server 2010 to include customers suddenly unlocked and fully or partners through a link on their taken advantage of. corporate website. They can add Competitiveness and self-service through IM, or productivity increase. queuing to the right individual with the right skill set, or use it as Reporting and monitoring an easy, effective way to capabilities previously limited collaborate via web meetings. to call center agents become Customers can continually available to the organization as enhance and develop effective a whole.
detailed analytics, sophisticated reporting, skills-based routing, and real-time monitoring. Its workflow application development toolkit enables a range of integration points to add context to communication including Microsoft applications such as SharePoint Server, Microsoft Dynamics CRM, and Lync Server 2010. For example, let’s look at a citizen 311 helpline. ice takes a call through Lync Server 2010 and accesses Microsoft Dynamics CRM for caller information to display on the agent screen. The agent is then directed to an appropriate link in a SharePoint knowledge base to share information with the caller. Another solution in the ice unified communications portfolio is iceIM. Companies can use it to extend the IM capabilities of Lync Server 2010 to include customers or partners through a link on their corporate website. They can add self-service through IM, or queuing to the right individual with the right skill set, or use it as an easy, effective way to collaborate via web meetings. Customers can continually enhance and develop effective communications strategies to achieve their business goals. ComputerTalk that its customers’ goals align well with those of Microsoft. “Bringing together e-mail, instant messaging, voice communications, and web conferencing is a matter of productivity and competitiveness. We recognize the enormous potential of this convergence in the market, and so does Microsoft,” says Mandle Cheung, Founder and CEO of ComputerTalk. Benefits Immediate benefits of using ice contact center solution with Lync Server 2010 include: Staff performance and collaboration improve. Customer information stored in SharePoint Server or Microsoft Dynamics CRM is suddenly unlocked and fully taken advantage of. Competitiveness and productivity increase. Reporting and monitoring capabilities previously limited to call center agents become available to the organization as a whole.
ComputerTalk_ICE_Final.docx