Icon 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Icon

4.7

(25)

Pricing

Pricing available upon request

About Icon

Icon is the result of VoiceFriend’s best-in-class communication technology and Caremerge’s leading engagement solutions joining together under a mutual mission – to equip organizations that support seniors with the tools needed to ensure older adults and providers have the best experience possible with technology. Icon brings over 50 years of combined experience in helping organizations that care for seniors to ensure that their entire community is engaged and thriving.

Icon takes a consultative approach as you advance the technology within your community. We want to be a valued partner helping your organization achieve its goals rather than just another vendor. With over 1,800 deployments we have a solid track record of helping customers streamline communications and increase engagement across their entire community. We know each community is different; that’s why customer success is at the heart of what we do. Instead of generic training, we’ll assess what your staff needs to set you up for true success. Count on us for 24-hour support via phone, text, or email. We are always here to help!

Icon Screenshots

Icon Pricing and Plans

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Icon Features

Popular features found in Long Term Care
Billing & Invoicing
For Home Care Providers
For Long Term Care
MDS Review
Patient Records Management
Scheduling
More features of Icon
Access Controls/Permissions
Activity Dashboard
Activity Tracking
AI Copilot
Alerts/Notifications
API
Appointment Management
Attendance Tracking
Calendar Management
Communication Management
Compliance Management
Customizable Reports
Customizable Templates
Document Management
Electronic Signature
Event/Activities Planning
Generative AI
HIPAA Compliant
Mobile Access
Patient Engagement
Reminders
Reporting/Analytics
Reporting & Statistics
Role-Based Permissions
Search/Filter
Self Service Portal
Staff Management
Third-Party Integrations
User Management
Visitor Management
Workflow Management
Work Order Management

Icon Integrations

MatrixCare Senior Living Facility

RealPage

eMenuCHOICE

WelcomeHome

UKG HR Service Delivery

Eldermark

See all 18 integrations

Icon User Reviews

Overall Rating

4.7

Ratings Breakdown

76%

20%

Secondary Ratings

Ease of Use

4.6

Value for money

4.4

Customer support

4.6

Functionality

4.6

Shareen K.

Verified reviewer

Hospital & Health Care

51-200 employees

Used daily for more than 2 years

Review source

Reviewed March 2023

It's everything we need

Customer service is wonderful. I have made suggestions of something that I think would be useful and they take that information to their team and have incorporated or made the changes. They listen. And they are very timely in their responses.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Icon captures everything our organization needs and it is so easy. I really like that I am able to retrieve so much information once I schedule an activity on the calendar. I can take attendance, assign dementions of wellness, retrieve data and run reports. It is extremely efficient and very user friendly.

Cons:

I can't think of a thing I don't like. It does it all.

Reasons for choosing Icon

It did everything we needed.

Sandra B.

Verified reviewer

Hospital & Health Care

51-200 employees

Used daily for less than 6 months

Review source

Reviewed March 2023

Good if you have the equipment for it.

It has had it's ups and it's downs. Mostly since just having to play with the program to learn it on our own, we have been able to do this and are doing fine now.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It took us about 18 months to get all things in order and up and running with Caremerge who we started with which in turn was connected to Screencloud which icon took over a few months ago. When icon took over we lost a lot of our templates that we had set up and now we loose media that we pull up for usage . It has been challenging switching but we have learned the ropes and are handling the screens and process good now. We are able to do what we are needing to do now which is to inform our residents of activities.

Cons:

When talking with the robot helper you can't get them to understand what you are requesting. It takes several times to get to the root of your problem. Sometimes I just give up and email my contact at caremerge.

Reasons for choosing Icon

I guess they thought it was the best for the money they wanted to spend

Reasons for switching to Icon

I saw an add for caremerge and took it to our corporate office to request it and it took a while but was able to get them to purchase the product for our communities.

Michelle A.

Verified reviewer

Health, Wellness and Fitness

51-200 employees

Used daily for more than 2 years

Review source

Reviewed March 2023

Basic use is fine, missing opportunity for higher quality product

Nice people. Product seems to be underdeveloped prior to being rolled out. Changes as so slow to take place.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Offers different calendars. Does not have any major bugs. I like the groups and community engagement.

Cons:

Print formatting limited and comes out terribly for weekly and daily. We have to copy and paste into a different document and format EVERYTHING. No customizable options to meet our community's needs. Its a boxed program with limitations for improvement. Unable to avoid residents signing up for activities in future months. No easy way to view calendars and staffing scheduling - color calendars differently to help would be great but not an option. The app is terrible. Residents deeply dislike the dining reservation option. Also there is no easy way to view attendance on the app. You can easily take attendance, but cannot view the people that signed up. Also, the app and website both time out and log you out within 5-10 minutes causing you to log in and start over going through the many screens. Minor things include where the save button is. It is easy to miss and often things don't get saved because it is not visible.

Reasons for switching to Icon

Syndical had many major bugs and lost data. We are thankful Caremerge does not cause data loss.

Maggi B.

Verified reviewer

Hospital & Health Care

51-200 employees

Used daily for less than 12 months

Review source

Reviewed March 2023

Icon review from Maggi Blizzard, Trinity Oaks

Our residents are happy overall with the product. it is easy to navigate. Am having problems with deleting folks that have moved or died. After taking them out with the transition timeline, they still appear when you scroll through the directory. need help with that.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

Product is fairly easy to use. We do not integrate with other systems at this time. Help desk is extremely helpful. Management team is hard to get ahold of. Do not get back to you in a timely manner.

Cons:

Having to delete and reload a document is time consuming and inconvenient. Having all kinds of issues with the Alexa portion of this program. Still not able to get them up and running. Very disappointing. Not happy with the maintenance potion of the program and the cost to integrate with another program is very costly.

Reasons for choosing Icon

Overall presentation, similarity to our previous product, cost.

Reasons for switching to Icon

The company moved on and did not support the product any longer.

Jacqueline T.

Verified reviewer

Hospital & Health Care

51-200 employees

Used daily for more than 2 years

Reviewed February 2022

Delivers instant communication with staff and families

While we typically use VoiceFriend for staffing purposes it became an invaluable tool for notification during the Covid pandemic to inform both family and staff about exposure. The ability to instantly notify all parties of any pertinent information has been streamlined due to VoiceFriend. We do all family, patient and staff notifications through VoiceFriend.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Our facility uses VoiceFriend daily to communicate staffing openings for our nursing department. We are able to instantly contact all staff in a seamless manner to alert them for availability to work.

Cons:

The formatting is all screwed up when you cut/paste from a Word doc into Voicefriend. Groups could be easier to format.

Reasons for switching to Icon

VoiceFriend gave us the option of creating groups that not only included staff but also family and patients.

Vendor Response

Hi Jacqueline -- Thank you for sharing your feedback with us. Much appreciated! I will share your insight on challenges related to cutting and pasting from Word with our product team so they can develop a solution.

Replied February 2022

Alexis A.

Verified reviewer

Hospital & Health Care

51-200 employees

Used daily for less than 12 months

Review source

Reviewed March 2023

Caremerge (Icon) Review

Very straightforward and user-friendly (both from a resident standpoint and admin)

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I love how easy it is to use, not only from an administrations standpoint, but from a resident standpoint as well. Not to mention, the staff is extremely accessible and helpful as questions arise!

Cons:

Sometimes it makes accessible information that only administrators should have access to (like religious preferences, relationship status, etc.)

Tamara D.

Verified reviewer

Hospital & Health Care

11-50 employees

Used daily for more than 2 years

Reviewed February 2022

Great product

i have used VoiceFriend for over 4 years and i have trained many many staff on how to use this great software.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

i like the fact that i can communicate with the staff about important meeting reminders, scheduling, and many other key topics when i cannot get them all in the building at once.

Cons:

i wish they had a mobile app feature that could be utilized for remote purposes.

Vendor Response

Hi Tamara, Thank you for sharing your feedback. Much appreciated! VoiceFriend has a mobile app that you can use. If you need help accessing it please feel free to send an email to support@voicefriend.net and we'll be happy to get you set up. Regards, Bonnie

Replied March 2022

Jennifer S.

Verified reviewer

Hospitality

10000+ employees

Used daily for less than 12 months

Review source

Reviewed April 2023

good work in progress

I see is a good work in progress. With so many features and just some items that need just a little more tweaking this could be the best program I came across in my 15 years of senior living experience with the use of technology for the communities.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

great source and information to be placed on residents' phones and computers.

Cons:

Announcements sent to residents' emails could just show the announcement no matter how many have been posted instead of having to wait 30min - an hour in between posts of announcements.

Jody L.

Verified reviewer

Hospital & Health Care

201-500 employees

Used weekly for more than 2 years

Review source

Reviewed March 2023

Great communication tool!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It is easy to add new users, it is easy to send out mass communication, and we received high marks for communication throughout the pandemic.

Cons:

There are little nuances that need tweaking. For example, when I add a new staff member, it says I am not authorized to view their profile. I have to log off and then log back in to be able to add their cell number in their profile.

Angela S.

Verified reviewer

Facilities Services

2-10 employees

Used daily for less than 2 years

Reviewed February 2022

Great for getting out messages to a large group

Its been a great asset to our property. I used to print out notices for all residents now I can just type in a VoiceFriend message and click send. and I can send it when I want at any time I want.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like that I can enter a message and get it to all my residents for events, activities or any emergency situation

Cons:

I cannot say that I have anything that I don't like about the software, other than maybe the option to leave the calendar on monthly at all times

Reasons for choosing Icon

The sales manger explained things in detail and was very helpful in answering my many questions, even after the contract was signed

Vendor Response