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.
Nikki from Assurant
Simple configuration and easy operation makes customization and interaction a breeze, from any level of management and as an enterprise or burgeoning business!
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!
Find something you can manage - or someone who's willing to help. ICE does this - we can manage the software ourselves or ask for insight and assistance - it's key in beginning a self-serve relationship with your customers.
Angela from Assurant Solutions
Specialty: Other services
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.
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.
I would highly recommend that you allow them to give you a demonstration of their product and compare it with other chat providers. Our company did evaluate multiple vendors and found that ETS was a reasonable cost and had all the bells and whistles.
E Darlene from AlphaTel, Inc.
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.
Honestly, I can't think of any negatives or cons about ICE and I've always had a great experience with the vendor.
I recommend anyone looking for a live chat application to test it up against real client needs and wants! The integration with your system is easy and the platform is secure.
Randy from Assurant Solutions, Inc.
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.
Nothing at this time! The product works as we expected it to, and we haven't required support since initial implementation.
We looked at several companies to replace our existing chat tool. Key components to our requirements included: Product features and functionality, ease of use for agents and customers alike, ease of implementation, cost, Vendor Project Team and references.
Rohit from E tech
User friendly & cost effective chat solutions. good performance with multiple user as well.