ICE software


ICE, also known as Integrated Customer Engagement, is a customer engagement platform created by Enterprise Technology Solutions. It is primarily a live chat application featuring browser-based chat and email communication platform, knowledgebase integration, communication management and web traffic monitoring.

ICE includes a live chat functionality that offers real-time supervisor monitoring, status messages, visitor and navigation lists and a variety of visual (pop-up) and audible alerts. As with most live chat applications, ICE integrates directly into the customer’s website and is compatible with the full range of Internet browsers.

All communications are sent over 128-bit SSL HTTPS connections. Proactive chat and post-chat surveys included with ICE can help monitor visitor conversions and purchases. Automatic Chat Distribution feature allows assigning chats to the available agents.

ICE is available on a monthly subscription basis that offers support via phone and email.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 8

10 Reviews of ICE

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  • Verified Reviewer

    May 2018

    Overall great experience with a great product.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Better understanding of our customer base

    Pros

    The ease of use and the team of people to help and support us, the software easily integrated into our existing website. The reporting suite and the automatic email of every chat transcript let me keep an eye on every customer service interaction.

    Cons

    That we didn't have more customers use it, unfortunately our customer base did not have a lot of questions during their website sessions so we did not get a lot of chats.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Carolyn from Good2Go Auto Insurance Inc.

    May 2018

    Great platform that has helped with our continued growth!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    1. The ease of use for changing agents, skills, etc.
    2. When I do have an issue, the ICE team provides updates and a quick response
    3. Functionality of the system
    4. Updates from the team when they are making changes, having outages, etc.

    Cons

    I find the system to be somewhat limited on specific reports. Also, it seems like not all data is always available as to where the customer is from, IP address, etc. This helps us when pulling historical, analytical information.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Shabbir from PCP for Life

    Number of employees: 51-200 employees

    May 2018

    Great product at a great price

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Ability to review detailed reports on where the chats get initiated, reason for chats, and detailed transcript for further data analysis.

    Pros

    Ease of use and most of the functions work really well. It is easy to configure, and customizable based on our need

    Cons

    There are some features like dynamic dispositions that is still not available but it is not a deal breaker

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Nick from Comlink Total Solutions

    Number of employees: 11-50 employees

    May 2018

    Great product. Excellent support staff.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The product was easily deployable onto our custom built CRM. The support team is very attentive and knowledgeable on the product.

    Cons

    I do not have anything that I do not like about the software. Everything functions as designed. I wouldn't change anything.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    April 2018

    Awesome!

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    This chat is efficient because it allows you to communicate with other employees in your work space.

    Cons

    Sometimes the server to this software crashes. Other than that it is great and I would highly recommend.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Rohit from E tech

    October 2016

    Best in industry

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    User friendly & cost effective chat solutions. good performance with multiple user as well. Customizable product.

    Review Source: Capterra
  • Nikki from Assurant

    Specialty: Insurance

    November 2015

    Capability, control, and ease of use make ICE perfect!

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    Simple configuration and easy operation makes customization and interaction a breeze, from any level of management and as an enterprise or burgeoning business!

    Cons

    We'd love to see some expanded capabilities, but they're quickly developing those and have been incredible about meeting our needs and desires to see more!

  • Angela from Assurant Solutions

    Specialty: Other services

    November 2015

    Operations Performance Analyst

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    I love the fact that the administrator has the ability to do everything right from the admin panel to setup new campaigns, skills, agents, buttons, surveys and more. Coming from a product where you had to reach out to your account manager to make changes was a burden and this product is so user friendly. Also, it makes implementation for our web designers so easy.

    Cons

    Would like to see more options with the reporting of the data and have the ability to export them in csv or data dump format for ease of integrating into other reports. However, they do have the ability to send the raw data to your company through a file feed which is awesome. One other thing would be to have a 24 hour tech support line.

  • E Darlene from AlphaTel, Inc.

    Specialty: Retail

    October 2015

    Turnkey Solution

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    I've used many live chat applications and none them are as robust as ICE. It combines the functionality of the other live chat platforms with added bells and whistles. ICE eliminates the need for multiple systems to communicate with your client base. In addition, it provides real-time reporting and monitoring of all activity.

    Cons

    Honestly, I can't think of any negatives or cons about ICE and I've always had a great experience with the vendor.

  • Randy from Assurant Solutions, Inc.

    Specialty: Insurance

    October 2015

    Sr. Director Call Center Operations

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    We implemented ICE just over a year ago. It has lived up to expectations and more, allowing us to serve our customers more effectively and efficiently. The team at Etech were there for us every step of the way in setting up our live chat. We were up and running with little effort required from our internal IT team. And, we now have more capabilities with live Chat then we had with a larger, well known provider, at almost half the cost.

    Cons

    Nothing at this time! The product works as we expected it to, and we haven't required support since initial implementation.

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