ComputerTalk incorporated

ice Contact Center

7.7 /10

20 Reviews Write a Review

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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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2023 Emotional Footprint Champion

Latest Award, 2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

Latest Award, 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.

88 Likeliness to Recommend

1
Since last award

100 Plan to Renew

89 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+95 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

2% Neutral

98% Positive

Pros

Helps Innovate
Reliable
Performance Enhancing
Efficient Service

Feature Ratings

Average 81

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

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

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

Validated Review

Verified Reviewer

Submitted Dec 2021

Intuitive and easy to use

Likeliness to Recommend

8 /10

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

Validated Review

Verified Reviewer

Submitted Dec 2021

Great product, fantastic support!

Likeliness to Recommend

10 /10

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

Validated Review

Verified Reviewer

Submitted Dec 2021

A trusted tool in our daily workspace

Likeliness to Recommend

9 /10

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

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

88 Likeliness to Recommend

1 Since last award

100 Plan to Renew

89 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+95 Net Emotional Footprint

How much do users love ice Contact Center​?

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.

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

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

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

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.

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.

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.).

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.

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.

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

ice Contact Center​ Reviews

Carrie D.

Intuitive and easy to use

Likeliness to Recommend

Pros

Michelle C.

Great product, fantastic support!

Likeliness to Recommend

Pros

Colin M.

A trusted tool in our daily workspace

Likeliness to Recommend

Pros

Cons

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ice Contact Center

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

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

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