About ICE

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 w...


Read More

Supported Operating System(s):

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

15 Reviews of ICE

Average User Ratings

Overall

4.80 / 5 stars

Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

Ratings Snapshot

5 stars

(12)

12

4 stars

(3)

3

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 15 results

May 2018

Shabbir from PCP for Life

Company Size: 51-200 employees

Industry: Hospital & Health Care

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

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

May 2018

Anonymous

Verified Reviewer

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

October 2015

Randy from Assurant Solutions, Inc.

Industry: Insurance

Time Used: Less than 2 years


Ease-of-use

5.0

Functionality

5.0

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.

March 2019

Marie from Assurant

Company Size: 10,000+ employees

Industry: Telecommunications

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Functionality

5.0

March 2019

ICE Chat Review

So far I haven't had any issues.

Pros

Its easy to navigate. It is still new for me so I haven't had to do to much to get it down so far.

Cons

I would like to offer making claims for the customer online. I am not sure if that's a software issue or our security.

November 2015

Angela from Assurant Solutions

Industry: Management Consulting

Time Used: Less than 12 months


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

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.