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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Real user data aggregated to summarize the product performance and customer experience.
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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.
88 Likeliness to Recommend
100 Plan to Renew
89 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
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?
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Efficient Service
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Call Scripting and Call Flow Management
Screen Prompts
Ticket Management
Skills Based Routing
Knowledge Management
Contact Center Compliance Management
Multi Channel Intake Integration
Multi Channel Queue Management
Call Recording
Workforce Management
Contact Center Analytics
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
Product Strategy and Rate of Improvement
Ease of Data Integration
ice Contact Center Reviews
Carrie D.
- Role: Operations
- Industry: Banking
- Involvement: End User of Application
Submitted Dec 2021
Intuitive and easy to use
Likeliness to Recommend
What differentiates ice Contact Center from other similar products?
I have only ever used ice.
What is your favorite aspect of this product?
Its intuitive - easy for a first time user to grasp
What do you dislike most about this product?
That calls or emails occasionally get "stuck"
What recommendations would you give to someone considering this product?
Their customer service is quick and efficient
Pros
- Saves Time
- Reliable
- Performance Enhancing
- Enables Productivity
Michelle C.
- Role: Information Technology
- Industry: Other
- Involvement: IT Leader or Manager
Submitted Dec 2021
Great product, fantastic support!
Likeliness to Recommend
What differentiates ice Contact Center from other similar products?
We initially purchased this product to leverage a product we already owned (Skype for Business, now Teams). The product works well, we had great training, and the price was a fraction of what we spent on Cisco's Contact Center. Computer-Talk has worked with us on several modifications to the product (like integration with NetSuite), which makes our Customer Reps very happy.
What is your favorite aspect of this product?
I like that the admin end is very intuitive and easy for me (in IT) to support.
What do you dislike most about this product?
I have no complaints on the product itself. I wish Computer-Talk would be a bit more proactive in telling us when we need to/should upgrade. It feels like I find out about upgrades when I complain about something not working, or ask a question. I would love for someone to reach out to me when new versions of the software are available.
What recommendations would you give to someone considering this product?
Go for it. The product is solid, the features are rich, the data is real-time (which was important for us), and the price is right. No one likes changing software, but our users had very little problems with this move, and very few issues day-to-day. We have been very pleased!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Colin M.
- Role: Operations
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Dec 2021
A trusted tool in our daily workspace
Likeliness to Recommend
What differentiates ice Contact Center from other similar products?
Ease of use
What is your favorite aspect of this product?
Ease of use
What do you dislike most about this product?
Difficult to customize in some circumstances
What recommendations would you give to someone considering this product?
Understand your business needs well in order to choose exactly what you need
Pros
- Trustworthy
- Caring
- Respectful
- Fair
Cons
- Charges for Enhancements
