You get all the agent/business insights are one place. Extensive reporting feature gives feasibility to generate reports based on insights which is needed. You get to choose from over 50+ reports. Evaluation, call play, transcript all in one place. Easily implement it with your telephony, customer support works great. I am using it on daily basis

Its distinctive design provides us with a range of options, including email and reporting features all integrated into a technology platform.

- ICE chat allows customers on the website to chat with the representatives and ask/confirm any doubts they have. This kind of platform resovles the problem quickly and save consumers time by avoiding queue. - Multiple customers can be assisted via ice chat. You just need to change the chat limit to manage the queue. - Reporting is one of the important feature in ice chat. You can pull our various kind of reports to know your representative performance and your team performance as a whoe. For eg, you can pull out reports related to their CSAT, DSAT, Average Response time, number of chats handled, number of hours logged in.