ComputerTalk’s mission is to empower organizations to deliver excellent customer experiences across all communication channels. The company’s primary goal is to improve contact center efficiencies and integrate communication systems with the broader organization to leverage knowledge workers effectively. ComputerTalk aims to provide cost savings and productivity enhancements through its enterprise-class contact center and advanced IVR solutions. A key objective for ComputerTalk is to enable organizations to build custom applications that transform customer interactions.
ComputerTalk is guided by four key values: trustworthiness, innovation, friendliness, and collaboration. The company has a long-standing reputation as a Microsoft Partner, holding six gold competencies and a certification for its Microsoft Teams Connected Contact Center. Its core product, ice Contact Center, is designed to be a unique and configurable solution for each client’s specific organizational needs. ComputerTalk is committed to security, offering a PCI and SOC 2 compliant cloud for its contact center solutions.
Offerings, Capabilities, and Integrations
ComputerTalk is a global provider of enterprise-class contact center solutions. Its core offering revolves around transforming how organizations interact with their customers by providing customizable and integrated communication platforms. A key competitive edge for ComputerTalk is its native integration with Microsoft Teams, which allows users to handle all customer interactions within a single interface, thereby improving efficiency. This deep integration with the Microsoft ecosystem, including six gold competencies, positions ComputerTalk as a specialized provider for businesses that have invested in Microsoft’s communication and collaboration tools. The company’s solutions are designed to be flexible, with options for cloud, on-premises, or hybrid deployments to meet various organizational needs.
Products and Services
ComputerTalk’s flagship product is the ice Contact Center, an omnichannel solution that modernizes customer communications with artificial intelligence, business application integrations, and analytics. This platform is a Microsoft Teams-certified solution.
- ice Contact Center: This is an enterprise-grade contact center solution that can be deployed in the cloud, on-premises, or in a hybrid model. It provides omnichannel capabilities, allowing agents to interact with customers across various channels.
- ice Contact Center for Microsoft Teams: A native contact center solution for Microsoft Teams, this product allows agents to manage all voice and digital interactions directly within the Teams client. This enhances collaboration and streamlines workflows by eliminating the need to switch between different applications.
- Contact Center Modules: ComputerTalk offers a range of modules to extend the functionality of the ice Contact Center. These include:
- Chatbots: AI-powered chatbots to automate customer interactions.
- Interactive Voice Response (IVR): Advanced IVR solutions to manage inbound calls.
- Live Chat: Enables real-time text-based communication with customers on websites and mobile apps.
- Outbound Campaign: Tools for managing proactive outbound communication campaigns.
- PCI Payment Processing: Secure payment processing solutions for contact centers.
- Surveys: Tools to create and deploy customer satisfaction surveys.
- Social Media: Integration with social media platforms to manage customer interactions.
- Artificial Intelligence: AI-powered tools for transcription, call summaries, translation, and sentiment analysis.
- Professional Services: ComputerTalk provides services to design, configure, and support its contact center solutions to meet the specific needs of each organization.
- Training & Support: The company offers training and support to ensure clients can effectively use and manage their contact center solutions.
Target Customers
ComputerTalk’s target customers are organizations of various sizes that require sophisticated, enterprise-class contact center solutions. A primary market segment for ComputerTalk is businesses that have standardized on Microsoft Teams for their internal and external communications. These customers benefit from the seamless integration of the ice Contact Center within their existing Microsoft ecosystem.
ComputerTalk serves a wide range of industries, including:
- Banking & Financial Services
- Education
- Governments
- Healthcare
- Insurance
- Manufacturing
- Technology
- Retail
- Utilities and Home Services
These target customers benefit from ComputerTalk’s products and services by improving their contact center efficiencies, integrating customer service with the rest of their organization, and leveraging their existing technology investments to deliver enhanced customer experiences. The ability to customize the solution allows these organizations to address their unique business requirements and improve overall customer satisfaction.
Cloud Integrations and Marketplaces
ComputerTalk offers cloud integrations primarily with the Microsoft ecosystem and has a significant presence on the Microsoft Azure Marketplace.
- Microsoft Azure: ComputerTalk’s “ice Contact Center” is available on the Microsoft Azure Marketplace. The company utilizes an Azure cloud service to deliver its ice platform to international customers regionally. The ice Contact Center is a Microsoft Teams-certified solution that integrates natively with the Teams environment.
- Microsoft Teams: The ice Contact Center integration with Microsoft Teams allows users to handle all customer interactions, including voice, IM, and web chat, directly within the Teams client. This provides a unified interface for agents and allows them to connect with subject matter experts within the organization who are also on Teams.
- Microsoft Dynamics 365: ComputerTalk provides integration for its contact center with Microsoft Dynamics 365, enabling features like screen pops and application integration to streamline workflows.
- Skype for Business: The ice Contact Center also integrates with Skype for Business, providing omnichannel communication capabilities.
ComputerTalk does not have a presence on the AWS Marketplace or the Google Cloud Marketplace.
Key People
- Chairman And C.e.o.: Mandle Cheung
- Vp, Product Engineering: Bernie Lee
- Chief Software Architect: Chris Bardon
- Vice President Of Product Management: Jean-Nicolas Robitaille
- Vice President, Operations And Control: Jennifer Sutcliffe
- Vice President, Customer Experience And Resourcing: Jurgen Roediger Mba
Key Facts
- Headquarters: Markham, Ontario, Canada
- Number of Employees: 100
- Annual Revenue: $28 million
- Parent Company: None
- Subsidiary Companies: None
- Publicly Listed: No
Analyst Recognition
Gartner recognizes ComputerTalk in the Contact Center Infrastructure market. ComputerTalk is listed as a vendor in this category on Gartner’s Peer Insights platform, which provides reviews of enterprise software and services.
There is no information available from Forrester, IDC, or Everest Group that includes ComputerTalk in any of their respective technology category recognitions.
