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Integrated Customer Engagement (ICE) offers a perfect software solution for businesses to overcome the challenges of today's competitive environment. ICE has Chat, Email, Custom application, and Quality Assurance, all integrated, and allows you an easy switch over for different functionalities. ICE has been uniquely designed to offer different solutions built upon a common platform while still being independently operational. ICE ensures greater Customer Engagement
Provider
Etech Global Services
Located In
United States
Foundation
2003
Open API
Unverified
Deployment
Cloud, SaaS, Web-Based
Training
Live Online, In Person, Documentation
Support
Chat, 24/7 (Live rep)
Contact/Call Centers, any website that experiences good flow of visitors, organizations that need to support online customers, e-commerce websites
Content Source: ICE Click-to-Chat
Based on other buyer's searches, these are the products that could be a good fit for you.
ICE Click-to-Chat Reviews
Pros
A great experience so far. I think it's a good idea to have this option so customers have a variety of ways they can contact us.
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.
The versatility of dashboard. Reporting capabilities are terrific.
User friendly & cost effective chat solutions. Good performance with multiple user as well.
Cons
Having to log out completely and close the browser window to prevent being accidentally logged back in while away from computer. Also the "reminder" ring tones when already in a chat are annoying.
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.
I find the system to be somewhat limited on specific reports.
The product works as we expected it to, and we haven't required support since initial implementation.
"Great product at a great price"
Overall: 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
"Easy and simple chat platform"
Overall: I can use the features that I commonly need when chatting with a customer, what gives me confidence doing my job without worrying about the system itself.
Pros: It leads me direct to the point, I login and use it, simply that way.
Cons: I don't see any negative points on this platform.
"ICE Chat Review"
Overall: 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.
"Overall great experience with a great product."
Overall: 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.
"Great platform that has helped with our continued growth!"
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.
