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.

 

ICE - ICE chat console
 
  • ICE - ICE chat console
    ICE chat console
  • ICE - Chat button customization
    Chat button customization
  • ICE - Customer chat window customization
    Customer chat window customization
  • ICE - Reporting & analytics
    Reporting & analytics
  • ICE - Operator performance report
    Operator performance report
  • ICE - Pro active chat invitation
    Pro active chat invitation
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

12 Reviews of ICE

 

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Software Advice Reviews (4)
More Reviews (8)

Showing 1-4 of 4

Nikki from Assurant
Specialty: Insurance

November 2015

November 2015

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

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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

Likes Least

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!

Recommendations

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

November 2015

November 2015

Operations Performance Analyst

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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.

Recommendations

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.
Specialty: Retail

October 2015

October 2015

Turnkey Solution

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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

Recommendations

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.
Specialty: Insurance

October 2015

October 2015

Sr. Director Call Center Operations

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

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.

Likes Least

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

Recommendations

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.

 
 
 
Showing 1-8 of 8

Courtney from CONTACT CENTER SERVICES
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Ice Reveiw

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

I like this software a lot! not only because it is easy to access, but is easy to get to online. There are many amazing things about it!! Like how there is an internal chat and a chat history!

Cons

Not many things I don't like just some things i think we could fix, such as the beeping

Review Source: Capterra
 

Howard from Dreambly, LLC
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Ice is nice

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The staff has been great. Professional. Attentive. Sensitive to the clients needs

Pros

The versatility of dashboard. Reporting capabilities are terrific

Cons

Little tricky in creating a few reports but minor

Review Source: Capterra
 


May 2018

May 2018

Overall great experience with a great product.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

May 2018

May 2018

Great platform that has helped with our continued growth!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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 Employees number: 51-200 employees

May 2018

May 2018

Great product at a great price

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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 Employees number: 11-50 employees

May 2018

May 2018

Great product. Excellent support staff.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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
 


April 2018

April 2018

Awesome!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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

October 2016

October 2016

Best in industry

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra