[November 17, 2003] Computer Talk Technology releases ice³ 5.1 Computer Talk Technology Inc. (CTT), a developer of enterprise communications solutions, today announced the release of ice³ 5.1, its flagship all-in-one communication platform. ice³ 5.1 includes speech-enabled self service options through Voice IO (voice recognition, digitized voice, and text-to-speech) and Interactive Voice Response (IVR); Improved Conversation Recording. Users can also increase or decrease sound volumes via three perimeters (agent, caller, and overall) to ensure balanced recordings. The upgrade also introduces the ability to perform random recordings so that call center managers can ensure that customers receive quality support. With ice³ 5.1, 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. A specific audio file plays to an agent before the agent answers a call enables the agent to identify the call type and provide the appropriate greeting and service. 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. A team support feature in ice³ 5.1 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. [ Back To TMCnet.com's Homepage ]