Overview of ice Contact Center

ice Contact Center Modules

Delivering excellent customer experiences is no easy task—simplify your operations with the right tools designed for success. Overcome disconnected systems and elevate customer experiences with ice Contact Center.

Transform your customer experience with ice Contact Center

Omnichannel Communication

Engage with customers through their preferred channel—whether it's voice, email, chat, SMS, or social media. Manage all interactions from a single interface, ensuring a consistent experience.

Advanced Automation and AI

Automate routine tasks and inquiries with AI-driven solutions. Leverage chatbots, IVR, and intelligent routing systems to free up your agents to handle more complex issues, improving efficiency and customer satisfaction.

Scalability and Flexibility

Whether you're a small business or a large enterprise, ice Contact Center scales to meet your needs. Customize workflows, user settings, and communication processes to align with your organization’s goals.

All the contact center modules you need

iceBar

Contact Handling Toolbar

Maximize your workspace with iceBar, a slim contact-handling toolbar that takes up minimal screen real estate. iceBar remains visible while using other applications like your CRM or ticketing system, offering quick access to key contact center tools without cluttering your workspace.

iceAlert

Outbound Notifications

Ensure customers stay informed by leveraging iceAlert to automate timely notifications via phone, email, and SMS.

iceAdministrator

Administration

Manage teams, users, and queues with iceAdministrator. Change settings on the fly to ensure your contact center operations run smoothly.

icePay

PCI-Compliant Payment Processing

Securely process payments with icePay, a PCI-compliant payment processing solution. Accept credit card payments without storing sensitive cardholder data in your environment.

iceChat

Live Chat

Transform how you connect with your customers using iceChat, a live chat solution that enables instant and convenient support.

iceMonitor

Real-Time Dashboard

Improve your operational efficiency by delivering real-time insights into agent performance, queues, and customer interactions with iceMonitor. This tool enables prompt adjustments and exceptional service delivery.

icePhone

Softphone

Increase agent productivity with icePhone by accessing calling and chat capabilities directly within iceBar for Desktop and iceBar for Web.

iceCampaign

Outbound Campaign

Communicate proactively with customers, efficiently delivering customized, cost-effective outbound campaigns.

IVR

Interactive Voice Response

Simplify customer journeys and free up your team to focus on more complex inquiries with an IVR system. Allow customers to find the right service or information quickly using simple voice commands or keypad inputs, all without waiting for a live agent.

iceBot

Chatbots

Deliver consistent customer experiences and save agents’ time from answering frequently asked questions with iceBot.

AI

Artificial Intelligence

Automate processes in your contact center with AI. Streamline operations by offloading tedious tasks that agents typically handle. Let chatbots manage common inquiries and efficiently analyze customer interactions for faster resolutions.

iceReporting

Historic Reporting

Unlock valuable insights into your service delivery and boost your contact center's performance with over 100 customizable reports available in iceReporting.

iceSurvey

Surveys

Design, test, publish, and analyze surveys to gain actionable insights and understand customers' needs with iceSurvey.

iceWorkflow Designer

Workflow Designer

Effortlessly create and customize interaction workflows using the intuitive drag-and-drop interface of iceWorkflow Designer, saving time and simplifying complex processes.

iceJournal

Recording and Transcript Viewer

Easily review and improve customer interactions by accessing recordings, transcripts, and evaluations with iceJournal.

Omnichannel contact center

Let customers contact your organization using their preferred communication channel

ice Contact Center users can efficiently handle different methods of communication in a single platform, helping them reduce time spent switching between multiple applications.

Voice

Provide live phone support for immediate, personalized assistance.

Email

Manage inquiries and follow-ups efficiently with integrated email support.

Chat

Offer real-time chat to resolve customer issues instantly through web or mobile platforms.

SMS

Offer a fast, convenient way to engage with your customers and keep them informed.

Social media

Connect with customers on their preferred social platforms for quick engagement and resolution.

Integrations

Seamlessly connect your everyday tools for a unified experience

Integrate ice Contact Center with your existing business applications to help streamline operations. Enhance your organization's communication by integrating with your CRM, ERP, and other key tools for a fully connected workflow.

Security and compliance

Maintain your customers’ trust with a secure solution

ComputerTalk is committed to delivering secure and reliable solutions for your contact center needs. We comply with various industry standards and regulations, ensuring you maintain your customers’ trust. With a robust security framework, we adhere to industry-leading standards such as SOC 2, ISO 27001:2013, PCI DSS Level 1, PIPEDA, and HIPAA compliance.

Request a demo

Every ice Contact Center solution is unique, designed and configured to meet your changing organizational needs.

With over 35 years of experience, ComputerTalk works with you to configure your contact center solution so you can deliver exceptional customer service.