ComputerTalk is one of Microsoft’s first partners to have completed the Microsoft Teams Connected Contact Center Certification Program. With rigorous security and compliance testing, this certification ensures that ice Contact Center is a reliable, high-quality, and compatible solution that customers can trust Skip to main content Skip to navigation

Microsoft Teams native ice Contact Center

ice is a Microsoft Teams native, all-in-one cloud contact center solution that seamlessly integrates with existing applications.

        


Get in touch with our specialists to explore the benefits of utilizing a Microsoft Teams native contact center


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Why businesses are choosing a Teams native contact center

To avoid fragmented customer experiences

ice is an omnichannel contact center that integrates with Teams, which means users can handle all interactions within a single interface. These interactions are captured in reports across the customer journey, all while leveraging Microsoft Teams’ familiar interface.

To meet their unique sets of requirements

ComputerTalk understands that all businesses have distinct sets of requirements. That's why ice solution is fully customizable and integrates seamlessly with Microsoft Teams, allowing businesses to personalize their contact center operations while leveraging the collaborative power of Teams.

To leverage their existing Microsoft investments

For organizations already using Microsoft tools, having a Teams native contact center can contribute to a more cohesive and interconnected digital workplace. This can lead to improved efficiency and collaboration and eliminate the need for further investments outside Microsoft applications.

Watch the demo now.

Take your integration with Microsoft Teams to a new level

  • Provide enhanced data visibility and accessibility with PowerBI

Consolidate all sources into a single repository for your entire customer journey. Bringing information together in one place promotes efficiency, reduces data silos, and enables informed insights across the organization.

  • Let agents take immediate action with alerts on Teams

Suggest actions for agents to take based on key phrases detected during an interaction. For example, if a customer is getting upset, ice can suggest transferring them to a supervisor or if they are threatening to leave, ice can suggest sending them to a retention queue.


  • Save time by scheduling reports to a Teams channel

Schedule and publish ice reports to a channel for immediate viewing and discussion. By automating reports, managers and supervisors can save time from manually retrieving reports and get a holistic view of their operations.

  • Increase collaboration by easily sharing previous interaction records within Teams

By sharing these records, team members can seamlessly pick up where the interaction left off. This continuity is crucial for addressing customer inquiries, issues, or requests efficiently.

ComputerTalk is one of Microsoft’s first partners to have completed the Microsoft Teams Connected Contact Center Certification Program.  

With rigorous security and compliance testing, this certification ensures that ice Contact Center is a reliable, high-quality, and compatible Teams native solution that customers can trust. 

Microsoft enables three models of integration with Teams.  

The Connect model allows contact center partners to connect to the Microsoft Teams phone system infrastructure via Microsoft-certified SBCs and Direct Routing. This model enables users to leverage Teams and monitor agent availability, facilitate transfers, and manage group calls. Agents can remain on the contact center application and subject matter experts (SMEs) who do not require full contact center features can use Teams.

The Extend model uses the Teams client platform, Teams Graph APIs, and Cloud Communications API in Microsoft Graph to integrate with Teams. Agents can experience a more Teams-centric environment where Teams serves as the primary calling endpoint. It extends the contact center, allowing both contact center agents and SMEs to use the Teams interface for call controls and chat/collaboration.

The Power model lets contact center partners build a native Azure-based application using the Teams calling infrastructure and client platform. This model aims to provide users with a unified contact center experience, consolidating all functionalities into one app on one screen for seamless and efficient interactions.

Discover how a Microsoft Teams native contact center can elevate your customer experience.

With over 35 years of industry experience, ComputerTalk is here to work with you to configure your contact center solution.

Resources to help you get started 

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