Toronto, Canada, May 28, 2020 - Computer TalkTechnology Inc. (“ComputerTalk”) today announces that Direct Routing for ice
Contact Center with Microsoft Teams is generally available in our North
American cloud sites. This new capability gives customers an alternative to
Teams federation. Direct Routing enables calls to be routed to Teams-based
agents using a managed SBC network. With faster call setup times than
federation, ice allows agents to handle all interactions directly in the Teams
client of their choice.
Direct routing improves on the federation model by reducing
the connection time for agent calls. Under federation, calls would take 15
seconds or more to connect to agents. Direct routing reduces this to
milliseconds, drastically improving the agent experience for mission critical
voice services.
Chris Bardon, Chief Software Architect at ComputerTalk said,
“We are excited to continue to build new contact center solutions on the ice
platform in collaboration with Microsoft that use the full potential of
Microsoft Teams. The new Microsoft contact center certification program will
give customers the confidence that ice and Teams work well together. Unlike
previous certification programs, this program includes a unified support model
and ongoing data sharing between ComputerTalk and Microsoft. This means that
support cases can be smoothly transitioned between Microsoft and ComputerTalk,
and increases the visibility of ice in the Microsoft 365 support organization.
Our mutual customers will have a smooth support experience across the two
organizations.”
Mike Ammerlaan, Director of Microsoft 365 Ecosystem
marketing at Microsoft Corp. said, "We're pleased ComputerTalk has
announced availability of ice for Microsoft Teams with Direct Routing, and that
they are among the first group of partners to begin certification for their
solution. We look forward to the benefits of Teams in contact center
environments and building upon Microsoft 365 to transform and optimize customer
experience."
ice Contact Center provides an extensible interface to
create contact center applications. Using ice, organizations can use Microsoft
Dynamics 365 data, skills, and speech, to route, record, and report on voice,
email, IM, web chat, SMS, and social media 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.
Founded in 1987, ComputerTalk, is headquartered in Markham,
Canada. ComputerTalk is a global provider of enterprise-class Microsoft Teams
and PBX-agnostic contact center products, cloud hosting services and custom
application development. ComputerTalk is a Microsoft Gold Application
Development, Gold Communications, and Gold Windows and Devices partner. For
more information, please visit: http://www.computer-talk.com/teams
Media Contact:
DANIELLE WONG
Computer Talk Technology Inc.
Phone: +1 (905) 882-5000 Ext: 105
Email: contact@computer-talk.com
Website: https://www.computer-talk.com/