Western Canada Lottery Corporation
- Non Profit Organization Management
- Large
ComputerTalk’s ice Contact Center helped Western Canada Lottery Corporation improve real-time monitoring and reporting. Supervisors now see call queues and... agent status instantly, boosting response times. Custom reports make it easy to track calls and agent performance. The cloud-based solution increased security, scalability, and adaptability. Integration with Microsoft Teams unified communications and cut costs.
BC Children’s Hospital Foundation
- Non Profit Organization Management
- Medium
Vancouver, Canada
ice Contact Center helped BC Children’s Hospital Foundation run their annual RISE for BC’s Kids broadcast remotely during the COVID-19 pandemic. The foundation enabled... 80 staff and volunteers to safely take over 600 donor calls from home, reducing logistical challenges and setup time. The remote solution increased staff and volunteer satisfaction. The system required no special equipment or downloads, making it easy to use. BCCHF continued to use ice Contact Center for future events, calling it an amazing success.
Western Canada Lottery Corporation
- Non Profit Organization Management
- Medium
Winnipeg, Canada
ComputerTalk’s ice Contact Center helped Western Canada Lottery Corporation improve real-time monitoring and reporting. Supervisors now see call queues and... agent status instantly, making it easier to respond to issues. Custom reports give teams the data they need to make decisions faster. Integration with Microsoft Teams cut costs and unified communications. Moving to the cloud improved security, scalability, and adaptability for WCLC’s contact center.
Banking Case Studies and Customer Success Stories with ComputerTalk
Sunshine Coast Credit Union
- Banking
- Small
Sechelt, Canada
ice Contact Center helped Sunshine Coast Credit Union cut wait times and reduce call transfers. The team moved from manual... call handling to intelligent skills-based routing. Real-time dashboards gave supervisors better control and insight. Staff could work remotely, keeping service consistent during disruptions. Member satisfaction and operational resilience improved.
Sunshine Coast Credit Union (SCCU)
- Banking
- Medium
ComputerTalk’s ice Contact Center helped Sunshine Coast Credit Union cut call wait times and improve member satisfaction. SCCU moved to... a hybrid work model, with 90% of work now done remotely. iceReporting gave SCCU better data and accurate monitoring of call center operations. Skills-based routing and remote work options boosted agent productivity and staff retention. SCCU praised ComputerTalk for exceptional customer service and technical support.
ComputerTalk’s ice Contact Center helped Sunshine Coast Credit Union cut wait times and improve call routing. SCCU moved to a... hybrid work model, with 90% of work now done remotely. The solution enabled accurate reporting and better agent productivity tracking. Skills-based routing reduced call transfers and boosted member satisfaction. SCCU praised ComputerTalk’s customer service and technical support.
Utilities Case Studies and Customer Success Stories with ComputerTalk
NT Power
- Utilities
- Small
Newmarket, Canada
NT Power upgraded its legacy phone system to the ice Contact Center. The new platform enabled 24/7 self-service for payments,... meter readings, and account inquiries. NT Power improved compliance reporting with advanced call tagging and clear separation of regulated calls. The company reduced wait times and increased customer satisfaction. Consistent vendor support helped NT Power maintain reliable service for over 20 years.
Newmarket-Tay Power Distribution Ltd. (NT Power)
- Utilities
- Small
Newmarket, Canada
NT Power used ComputerTalk’s ice Contact Center to replace an outdated phone system and improve customer communications. The solution enabled... better call handling, payment processing, and proactive customer outreach. NT Power benefited from strong integration, reliable support, and advanced reporting for regulatory compliance. The platform adapted to evolving needs, including a smooth migration to the cloud and new chat features. NT Power values the system’s ease of use and the long-term partnership with ComputerTalk.
London Health Sciences Centre
- Hospital & Health Care
- Large
London, Canada
London Health Sciences Centre used ComputerTalk's iceAlert to automate appointment reminders and patient screening. The hospital reduced no-shows and saved... about 60 nursing hours per week. iceAlert delivered consistent information and automated COVID-19 screening calls. This helped staff focus more on patient care and less on manual calls. The automation improved efficiency and supported timely patient treatment.
London Health Sciences Centre
- Hospital & Health Care
iceAlert helped London Health Sciences Centre automate patient appointment reminders and COVID-19 screening. The hospital used iceAlert to send automated... calls, emails, and texts to patients. This reduced no-shows and saved about 60 nursing hours per week in one department. The automated system delivered consistent information and improved patient care. LHSC expanded iceAlert to more clinics after seeing these results.
Construction Case Studies and Customer Success Stories with ComputerTalk
Aecon
- Construction
- Large
Toronto, Canada
Aecon used ice Contact Center to fix callback issues in their service desk. Their old system had unreliable callbacks and... frequent technical problems. This caused bad caller experiences and inaccurate call reports. Switching to ice Contact Center removed these problems. Aecon saved time and improved contact center operations. They also received strong vendor support.
Entertainment Case Studies and Customer Success Stories with ComputerTalk
WCLC
- Entertainment
- Medium
Winnipeg, Canada
WCLC used ice Contact Center to replace an outdated on-premises system. They improved operational responsiveness with proactive alerts and automated... monitoring. Custom reports gave them deeper insights into their operations. The new cloud contact center strengthened security and made their system more flexible. Supervisors now make faster decisions with better real-time data.
Real Estate Case Studies and Customer Success Stories with ComputerTalk
QuadReal Property Group
- Real Estate
- Large
Vancouver, Canada
QuadReal Property Group uses ice Contact Center for Teams to manage tenant inquiries and service requests. The company migrated from... Skype for Business to Teams, improving voice quality and reducing support calls. Advanced routing rules and reporting tools help track service levels and boost efficiency. During the pandemic, QuadReal enabled remote work for agents, maintaining productivity and safety. The solution supports seamless operations and enhances tenant experience across all asset classes.
Consumer Goods Case Studies and Customer Success Stories with ComputerTalk
Bob Barker Company
- Consumer Goods
- Medium
Fuquay-Varina, USA
ice Contact Center helped Bob Barker Company save $200,000 in one year. The company eliminated ten on-premises servers and improved... call quality. ice integrated with their CRM, making customer service faster and easier. Reporting and administration became simple, saving 2.5 days of work per week. Teams Direct Routing let agents connect with customers faster. The move to ice made customer service more reliable and efficient.
