ComputerTalk

ice Contact Center

Composite Score

7.7 /10

CX Score

8.2 /10

21 Reviews Write a Review

Claim Software

What is ice Contact Center?

Save time by efficiently handling different methods of communication on one platform including voice, email, web chat, IM, SMS, video, and social media. Users no longer have to manage inquiries from different channels on multiple pieces of software. More importantly, customers can contact you using their preferred communication channel.

Company Details

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Awards & Recognition

ice Contact Center won the following awards in the Contact Center as a Service - Midmarket category

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1 Top Rated Capabilities

5 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2023

2023 Data Quadrant Gold Medalist

2023

1 Top Rated Capabilities

7 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2022

2022 Data Quadrant Gold Medalist

2022

7 Top Rated Capabilities

9 Top Rated Features

2022

ice Contact Center Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on ice Contact Center.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

87 Likeliness to Recommend

1
Since last award

100 Plan to Renew

90 Satisfaction of Cost Relative to Value

1
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 95%
Negotiation and Contract:: 98%
Conflict Resolution:: 98%
Strategy & Innovation:: 92%
Service Experience:: 97%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+96 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love ice Contact Center?

0% Negative

1% Neutral

99% Positive

Pros

Helps Innovate
Reliable
Performance Enhancing
Efficient Service

Feature Ratings

Average 83

Call Scripting and Call Flow Management

Screen Prompts

Ticket Management

Knowledge Management

Skills Based Routing

Multi Channel Intake Integration

Multi Channel Queue Management

Contact Center Compliance Management

Contact Center Analytics

Call Recording

Workforce Management

Vendor Capability Ratings

Average 79

Vendor Support

Ease of Implementation

Ease of IT Administration

Usability and Intuitiveness

Availability and Quality of Training

Breadth of Features

Business Value Created

Ease of Customization

Quality of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

ice Contact Center Reviews

Role: Information Technology
Industry: Other
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Nov 2023

Great support, easy to learn.

Likeliness to Recommend

8 /10

Pros

Performance Enhancing
Enables Productivity
Caring
Respectful

Role: Information Technology
Industry: Education
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Oct 2023

Integration with teams, & reporting features

Likeliness to Recommend

10 /10

Pros

Respectful
Fair
Altruistic
Acts with Integrity

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Oct 2023

Easy to use, great support by team

Likeliness to Recommend

8 /10

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

ice Contact Center​

What is ice Contact Center​?

Company Details

Need Assistance?

Awards & Recognition

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

ice Contact Center​ Ratings

87 Likeliness to Recommend

1 Since last award

100 Plan to Renew

90 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+96 Net Emotional Footprint

How much do users love ice Contact Center​?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

ice Contact Center​ Reviews

Great support, easy to learn.

Likeliness to Recommend

Pros

Integration with teams, & reporting features

Likeliness to Recommend

Pros

Easy to use, great support by team

Likeliness to Recommend

Pros

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What is ice Contact Center?

ice Contact Center Ratings

1
Since last award

1
Since last award

How much do users love ice Contact Center?

Feature Ratings

Call Scripting and Call Flow Management

Screen Prompts

Ticket Management

Knowledge Management

Skills Based Routing

Multi Channel Intake Integration

Multi Channel Queue Management

Contact Center Compliance Management

Contact Center Analytics

Call Recording

Workforce Management

Vendor Capability Ratings

Vendor Support

Ease of Implementation

Ease of IT Administration

Usability and Intuitiveness

Availability and Quality of Training

Breadth of Features

Business Value Created

Ease of Customization

Quality of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

ice Contact Center Reviews

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