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.
Better understanding of our customer base
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.
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.
Carolyn from Good2Go Auto Insurance Inc.
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.
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.
Shabbir from PCP for Life
Employees number: 51-200 employees
Ability to review detailed reports on where the chats get initiated, reason for chats, and detailed transcript for further data analysis.
Ease of use and most of the functions work really well. It is easy to configure, and customizable based on our need
There are some features like dynamic dispositions that is still not available but it is not a deal breaker
Nick from Comlink Total Solutions
Employees number: 11-50 employees
The product was easily deployable onto our custom built CRM. The support team is very attentive and knowledgeable on the product.
I do not have anything that I do not like about the software. Everything functions as designed. I wouldn't change anything.
This chat is efficient because it allows you to communicate with other employees in your work space.
Sometimes the server to this software crashes. Other than that it is great and I would highly recommend.
Rohit from E tech
User friendly & cost effective chat solutions. good performance with multiple user as well.