Computer Talk Technology Inc. Contact Center as a Service (CCaaS)

ComputerTalk is a prominent player in the provision of contact center solutions that facilitate seamless communication across various digital channels. Established in 1987 and headquartered in Toronto, Canada, the company offers a comprehensive portfolio of enterprise-class Teams native and PBX-agnostic contact center products, alongside cloud hosting services and custom application development. Serving a global clientele, ComputerTalk's products and services are utilized by customers spread across six continents, including North America, South America, Europe, Australia, Africa, and parts of Central America and the Caribbean. The company has carved a niche for itself in the industry, ensuring its solutions cater to a wide range of sectors by enabling efficient and effective communication.

At the core of ComputerTalk's offerings is its flagship product, "ice Contact Center," which is designed to integrate deeply with Microsoft Teams, leveraging the platform's capabilities to enhance contact center functionality. This integration allows for features such as advanced Interactive Voice Response (IVR) and Automatic Call Distributor (ACD) functionalities, coupled with omnichannel capabilities including voice, video, web chat, email, social media, and chatbots. The integration with Microsoft Teams not only aids in maintaining advanced enterprise-class features but also ensures that contact center agents and subject matter experts can manage communications directly through the Teams client. This is complemented by critical backend support for interaction recording, monitoring, and reporting, which is paramount for maintaining high standards of customer service. ComputerTalk's emphasis on seamless omnichannel experiences and robust integration with Microsoft Teams places it at the forefront of modern contact center solutions, catering to the evolving needs of businesses aiming for superior customer engagement.

ComputerTalk provides a comprehensive suite of omnichannel contact center solutions designed to meet the evolving communication needs of businesses. The platform offers integration across a variety of channels including voice, web chat, social media, email, SMS, and AI chatbots. This integration ensures that businesses can reach their customers through their preferred communication channels, providing a seamless experience even when switching between different mediums.

The ice Contact Center by ComputerTalk stands out for its advanced features and high level of customer satisfaction. It boasts a wide range of capabilities that facilitate ease of customization, quality of features, and ease of implementation. The platform has received high marks for vendor support, exemplifying ComputerTalk’s commitment to providing exceptional service to its users. Some of the specifically highlighted features of the ice Contact Center include multi-channel intake integration, screen prompts, and comprehensive workforce management tools.

Additionally, ComputerTalk’s platform leverages its partnership with Microsoft through the Microsoft Teams Connected Contact Center Certification Program. This integration allows Contact Center agents and subject matter experts (SMEs) to handle calls, instant messages (IMs), and emails directly through the Microsoft Teams client. This integration not only enhances communication efficiency but also retains visibility into interactions for recording, monitoring, and reporting purposes.

The positive reception of the ice Contact Center is supported by high scores in customer satisfaction, particularly in overall capability and feature satisfaction. ComputerTalk has outperformed competitors in these areas, highlighting its strengths in customization, feature quality, implementation ease, and vendor support.

ComputerTalk’s omnichannel solutions and its robust features make it an attractive choice for businesses looking to improve their customer contact center operations, offering a blend of technology and service that accommodates a wide range of communication preferences.

ComputerTalk does not provide specific pricing details for the use of its products or services.

ComputerTalk's ice Contact Center software and services are utilized by companies across various industries around the globe. Notable users include large enterprises with over 10,000 employees and generating more than $1,000 million in revenue, indicating that ComputerTalk caters to significant organizations in sectors such as Information Technology and Services, Telecommunications, and Government Administration.

Among the case studies and press releases, a strategic partnership with Tethr is highlighted, positioning ComputerTalk to offer enhanced customer experience solutions through AI and analytics integration for contact center performance. While specific company names of clients are not provided in the excerpts, the information suggests that ComputerTalk's clientele includes notable firms seeking advanced contact center solutions integrated with Microsoft Teams and leveraging AI for operational efficiency and improved customer interactions.