Contact Center for Microsoft Lync andSkype for Business

All-in-One. Software Only. Social Media.

#iceLync

25YEARS

Communications Partner of the Year

ISV QualifiedEmbedded

ice

Communications Partner of the Year

Key DifferentiatorsComputerTalk’s ice Contact Center is a Lync qualifi ed all-in-one contact center that runs as a native part of the Lync topology. It enables organizations to bring Lync unifi ed communications to their contact centers, and to extend the power of contact center applications to the rest of the enterprise.

The market offers several Microsoft Lync contact center products, each claiming to deliver a solution that “leverages Lync”. ice goes beyond simply leveraging Lync to being fully embedded.

What is special about being Lync / Skype for Business embedded?ice runs as a native UCMA application. For example, if you already have SIP trunking set up for Lync, ice can take advantage of the same SIP trunks. In the same token, Lync gateways, server pools, database clusters, and redundancy can also be utilized by ice.

If you have multiple sites confi gured in Lync with least cost routing, ice takes advantage of that.

ice applications use Lync features including automatic speech recognition, text-to-speech, video, audio record and playback, DTMF, call control, instant messaging, web chat and presence information display.

Social Media

Webchat &

InstantMessaging

CallerSurveys

QualityMonitoring

ACD&

Speech IVR

Native CTI&

CRM Screenpops

EmailManagement

CallRecording

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VR

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ComputerTalk’s ice Contact Center With Microsoft Lync / Skype for Business Embedded

ISV QualifiedEmbedded

iceCloud

ComputerTalk’s PCI (Payment Card Industry) standard compliant UC Contact Center cloud, offers unparalleled security for credit card information processing.

What about ice?ice

Built-in IVR with DB access

Same Experience For Local and Remote Agents Call Recording

Twitter Queuing

All-In-One PlatformFlexibilityOn-Premise or Cloud Lync ISV Qualified Product

Software Only.No Specialized Hardware Required

Native Text To Speech and Speech Recognition Skill-Based Routing

Real-Time Analytics andHistorical Reporting Tools

Custom CEBPand LyncApplications

ice is an all-in-one product and is the only contact center for Lync that offers a wide range of features without third party offerings.

ice features include contact routing and distribution, a full IVR designer, call recording, historical reporting, real-time monitoring, skills-based routing, and media-specifi c interactions. The “UC Workfl ow” designer is an easy-to-use, Visio-like graphical editor for building self-service and complex routing applications utilizing IM, voice, email, web-chat, Twitter, and Skype (native in Lync 2013, via gateway in Lync 2010). These functionalities can now be delivered to all Lync users, beyond contact center agents. In addition, ice can route calls to any endpoint that Lync knows about, for example cellphones, landlines, and common area Lync phones. You can also route IM to public IM clients.

ice is software only, runs on commodity hardware, and can be deployed in any physical or virtual machine environment, be it on premise, or in a dedicated or multi-tenant cloud. ComputerTalk is a major service provider of ice contact center and Lync in a PCI compliant cloud. ComputerTalk won the 2012 Microsoft Canada Communication IMPACT award.

Software only. ice Contact Center for Lync can be virtualized and does not need expensive specialized hardware.

Rich in Features. ice is the most feature rich and mature contact center that is truly embedded into Lync.

Native UCMA. ice runs entirely as a native UCMA application.

Built-in IVR and call recording. ice has home grown, built-in call recording and IVR while other solutions use third party, proprietary, or non-Lync media components that require additional support and investments into integrated the solution.

Communicate across all media channels. ice lets you communicates through voice, video, and IM, as well as email, web chat, Twitter, Facebook and Skype.

Web chat. ice extends Lync IM to enable web chat from customer web sites.

Call routing managed by Lync. ice, as part of the Lync ecosystem, keeps contact routing within Lync.

Out-of-the-box Lync. ice runs on out-of-the box Lync clients, no modifi cations necessary.

Integration with Microsoft. ice integrates with Microsoft Lync, Offi ce, Exchange, SharePoint, Dynamics CRM, and Skype.

Social media queuing. ice monitors Twitter keywords and Facebook and provides your users with the ability to respond back.

Communication Enabled Business Process. Design your own CEBP applications. Use the ice UC Workfl ow Designer to create automated processes for your contact center and the rest of your enterprise.

How is ice Contact Center for Lync / Skype for Business different from other offerings?

SKYPEVIDEO

VOICECALL

INSTANTMESSAGE

EMAIL

WEB CHAT

TWITTERice

FACEBOOK

Communicate across all media channels

ice UC IVR application Workfl ow designer

Agent toolbar synchronized with out of the box Lync, mobile Lync on phone and desktop Lync phone.

ice UC Workfl ow Designer. A drag-and-drop graphical editor that makes it easy to design and change processes, based on your changing organizational needs. It enables you to create custom applications that support industry-specifi c business requirements and to integrate your collaboration and communication tools onto one platform.

Use out of the box Lync

Mobile Lync App

Agent toolbar

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Call us at1-800-410-1051

or computer-talk.com

About ComputerTalk.ComputerTalk is a Microsoft Gold UC voice specialist with over 25 years of experience in providing speech-based IVR, unifi ed communications, and contact center solutions to hundreds of enterprises worldwide. We are Microsoft IMPACT Award winners for Communications Partner of the Year for our Microsoft Lync ISV qualifi ed contact center solution.

As Canada’s leading contact center provider, we deliver skill-based routing, real-time monitoring, detailed analytics, in-depth reporting, and other features to the public and private sectors. ComputerTalk’s solutions have been deployed in the government, commercial, fi nancial, healthcare, utility and transportation sectors.

To learn more about iceWorkfl ow Designer, request a demo or visit our youtube channel: youtube.com/iceComputerTalk

#iceLync

Follow us on:facebook.com/iceComputerTalk@iceComputerTalk

Lync Tech Blog:www.computer-talk.com/blog

Website:www.computer-talk.com

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25YEARS

Communications Partner of the Year

ice

ISV QualifiedEmbedded

*Skype logo is a trade mark of Skype and ComputerTalk is not affi liated, sponsored, authorised or otherwise associated by/with the Skype group of companies.