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.

ICE chat console
ICE chat console

ICE chat console

Chat button customization

Chat button customization

Customer chat window customization

Customer chat window customization

Reporting & analytics

Reporting & analytics

Operator performance report

Operator performance report

Pro active chat invitation

Pro active chat invitation

Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8



11 Reviews of ICE

Overall rating

5.0 / 5 stars

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Howard from TruGreen Products LLC

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

ICE Chat review

has been professional and helpful always trying to help

Pros

The dashboard and software are very user-friendly. There reporting capabilities are vast and there are many tools available to help manage your account

Cons

nothing I do not like about the software

Review Source: Capterra
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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Overall great experience with a great product.

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.

Review Source: Capterra

Carolyn from Good2Go Auto Insurance Inc.

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Great platform that has helped with our continued growth!

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.

Review Source: Capterra

Shabbir from PCP for Life

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Great product at a great price

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

Review Source: Capterra

Nick from Comlink Total Solutions

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Great product. Excellent support staff.

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.

Review Source: Capterra
LinkedIn icon
Verified Reviewer

Ease-of-use

Functionality

April 2018

Awesome!

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.

Review Source: Capterra

Rohit from E tech

Ease-of-use

Value for money

Customer support

Functionality

October 2016

Best in industry

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

Review Source: Capterra

Nikki from Assurant

Industry:  Insurance

Ease-of-use

Customer support

Functionality

November 2015

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

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

Industry:  Other services

Ease-of-use

Customer support

Functionality

November 2015

Operations Performance Analyst

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.

Industry:  Retail

Ease-of-use

Customer support

Functionality

October 2015

Turnkey Solution

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.

Industry:  Insurance

Ease-of-use

Functionality

October 2015

Sr. Director Call Center Operations

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.


Displaying 1 - 11 of 11 reviews