You have to hand it to the phone.
No matter what today’s modern omni-channel world gives us, it seems that (in one form or another) it will always have a role to play in how we all communicate.
The great analogue/PSTN switch-off looked like it might deliver a knockout blow.
Then, more recently, Direct Routing via Microsoft Teams and the other CPaaS giants piled on yet more pressure.
And yet - even when offered clever messaging apps, chat functionality, email, and social media – customers still continue to call.
From a contact center perspective, offering every means via which to reach out is vital, of course.
However, with voice still such a big player, providing a new digital variant that complements the new enterprise communication stack is rightly part of smart organizations’ technological roadmaps.
For those organizations and their Managed Service Providers, dialling-up a relationship with a provider for whom voice innovation is a focus is sure to help steer them in the right direction.
Global enterprise-class contact center provider ComputerTalk is soon to launch icePhone – a Microsoft Azure-powered softphone that is integrated seamlessly within its ice contact center solution.
“Direct dial has always been a competency of ours and then we added voice via Microsoft Teams,” says Chief Software Architect, Chris Bardon.
“Now we have noticed more demand for a tailored phone system, so we have built softphone functionality directly into our platform to provide that full-stack contact center experience.
“It enables full calling functionality within the ice client, either via desktop or the web, and integrates with chat, video and screen sharing functionality. It can also be customised to provide agents with the best possible user interface experience.
“It integrates fully with WhatsApp, Facebook and any other messaging applications, and is fully interoperable with Teams. It means our customers don’t need another phone system - there’s just one place to do everything, and it’s all streamlined.”
In addition, icePhone provides an ability to switch seamlessly between chat, messaging, voice, and video with just a few clicks.