Next Generation all-in-one Communications Solution, iceCube 5.1, released by Computer Talk Technology.Business Editors/High-Tech Writers TORONTO--(BUSINESS WIRE)--Nov. 17, 2003 Computer Talk Technology, Inc. (CTT CTT Correios (Portuguese Postal Service) CTT Certified Technical Trainer CTT Charity Technology Trust CTT Cholesterol Treatment Trialists' (collaboration) CTT Common Task Training ), industry-leading developer of enterprise communications solutions, today announced the release of iceCube 5.1, its flagship all-in-one communication platform. Culminating extensive Research & Development and Quality Assurance Testing, iceCube 5.1 marks the next generation of CTT's communications solutions for mission-critical business environments. "Communication is key at every level of an enterprise, be it with customers, staff, or suppliers," said Greg Blackett, Director of Marketing at CTT. "iceCube 5.1 facilitates the most advanced and efficient communication at every contact point. As a communications solution, iceCube 5.1 is unmatched in this industry. Its integration, scalability, reliability, and flexibility let CTT deliver a comprehensive & affordable all-in-one product to support our clients' mission-critical communication requirements." Key highlights of iceCube 5.1 include: Voice IO (Voice input / output) IceCube now offers speech-enabled self service options through Voice IO (voice recognition, digitized voice, and text-to-speech), and Interactive Voice Response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ). Integrating to the Nuance nu·ance n. 1. A subtle or slight degree of difference, as in meaning, feeling, or tone; a gradation. 2. Expression or appreciation of subtle shades of meaning, feeling, or tone: Speech Recognition platform, features include Barge-In, N-Best Processing, Natural Language Recognition, Say Anything TM, and Dynamic Grammars. Improved Conversation Recording iceCapture provides volume control - users can increase or decrease sound volumes via three perimeters (agent, caller, and overall) to ensure balanced recordings; 5.1 also introduces the ability to perform random recordings so that call center managers can ensure that customers receive quality support. Outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" Workflow The automatic routing of documents to the users responsible for working on them. Workflow is concerned with providing the information required to support each step of the business cycle. Outbound calls made by agents can receive workflow treatment, allowing administrators to apply functions such as least-cost routing, long distance PINs, and call blocking to outbound calls. Agent Whisper A specific audio file plays to an agent before the agent answers a call, enabling the agent to identify the call type and provide the appropriate greeting and service. Improved Reporting Graphical reports (charts) are now available for a simple, graphic representation of contact activity. Summary reports can now be generated for weekly, monthly, and yearly summaries. Team Support This feature allows contact centers to organize agents into teams, independent of their queue assignments. Agents can then be grouped, and reported on, based on their team assignments. Improved Administrator User Interface Improvements include highlighting of Actions that are Trunk Group Terminus', color-coded links, identification of Mandatory Fields in Actions, more efficient loading and saving, the ability to import and export all data, and the ability to administer multiple servers. Improved Monitor User Interface iceManager Monitor now allows supervisors to monitor multiple servers, with improved visibility and sorting of agents and queues. Supervisors can perform actions on multiple agents, queues, teams, and switches (such as send quick text messages, logoff See logout. , view details etc.). Improved iceAgent Interface iceAgent software now supports a Multi-Lingual interface. Data on every active contact is customizable with an improved call identification process. A dynamic / flexible interface can be programmed by an agent with information, or the information can be populated pop·u·late tr.v. pop·u·lat·ed, pop·u·lat·ing, pop·u·lates 1. To supply with inhabitants, as by colonization; people. 2. via workflow, and will follow a contact if it is transferred to another agent. iceAgent now supports Microsoft terminal server environments. Computer Talk Technology, Inc. (CTT) designs, deploys, and supports contact center solutions for more than 400 clients worldwide. Established in 1987, CTT is headquartered in Toronto with offices in New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of , Chicago, Atlanta, Montreal, and Staffordshire, England. CTT's iceCube contact center architecture helps organizations manage phone, e-mail, Web chat, and voice messaging Using voice mail as an alternative to electronic mail, in which voice messages are intentionally recorded, not because the recipient was not available. interactions to improve staff productivity, contact management, service levels, and overall business performance. Our managed outsourcing (1) Contracting with outside consultants, software houses or service bureaus to perform systems analysis, programming and datacenter operations. Contrast with insourcing. See netsourcing, ASP, SSP and facilities management. program leverages clients' existing investments and empowers them with the freedom to manage as much or as little of their contact center as they wish. Services include custom application development, outsourced agents, flexible service agreements, and dedicated customer service. Customers include Barclays Bank, Via Rail, TD Waterhouse TD Waterhouse is the brand used for both British and Canadian brokerages within the TD Bank Financial Group. The brand originated as a United States brand for discount brokerage when TD purchased Waterhouse Securities. , Staples/Business Depot, CustomerWorks, An Accenture Company, Pfizer Inc, and Grocery Gateway Grocery Gateway is a grocery delivery service based in Malton, Ontario and serves the entire Greater Toronto Area (GTA). Founded in 1998 during the dot-com boom, Grocery Gateway now offers more than 7,500 grocery items including fresh meat, produce and organic products. . Complete information on Computer Talk Technology is available on the company web site at: www.computer-talk.com |
|
||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion