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ice Contact Center
ice Contact Center with Microsoft Teams
Omnichannel Capabilities
iceAlert Outbound Notifications
Artificial Intelligence
Contact Center Modules
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ice with Artificial Intelligence

AI OverviewAgent AssistAI AgentsAI InsightsAI Smart RoutingAI Transcription & Summarization
AI TTS VoicesiceAI StudioNatural Language RoutingPII RedactorSpeech Analytics (Tethr)

ice Contact Center Modules

ice Contact Center OverviewAutomated Speech AttendantContact Handling ToolbarContact ManagementMulti-Factor Authentication
Outbound Campaign DialerPCI-Compliant Payment ProcessingSoftphoneSurveys
Surveys

ice Contact Center Reporting & Supervisor Tools

AdministrationDashboardHistorical ReportingReal-Time Monitoring
Recording & Transcript ViewerWorkflow Designer

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Microsoft Teams
Dynamics 365
Power BI
Salesforce
ServiceNow
Tethr Speech Analytics
Workforce Management
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Services

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From PCI-DSS to SOC 2, ice Contact Center is built on a compliance framework your security team can get behind

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Contact Center

ice Contact Center helps you transform your customer and agent experiences using our contact center modules, AI-powered features, omnichannel capabilities, and integrations.

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Boost your contact center productivity with AI

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Reduce customer wait times

From reducing handling time with automated agent support to offloading routine inquiries to chatbots, our AI solutions empower organizations to handle more interactions in less time, reducing wait times and improving overall customer service.

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Deliver more personalized service

Our automated contact insights and agent assistance ensure that customer details and interaction history are consistently available and are instantly delivered to handling agents. This enables agents to easily provide personalized service every time.

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Reduce costs without reducing service levels

Our AI solutions deliver efficiency improvements that allow organizations to hire fewer agents and support staff, saving them money on both regular wages and onboarding costs like training.

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Serve your customers more efficiently with automation and AI

Automate routine tasks with AI-driven solutions. Leverage chatbots, agent support tools, intelligent routing, and more to improve efficiency and customer satisfaction.

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Increase customer satisfaction with flexible 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.

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Let your contact center grow with you

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.

Automate processes to improve efficiency with AI

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Agent Assist

Provide automated, intelligent support to help agents work more effectively.
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AI Agents

Offload inquiries to natural language chat and voice bots to free up agents’ time for more complex work.
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AI Insights

Automatically extract key information about an interaction to reduce agent wrap-up time.
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AI Smart Routing

Let AI route interactions to the best-suited agent to minimize transfers and speed up resolution.
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AI Transcription & Summarization

Automate transcription and summarization of interactions to reduce manual contact center work.
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AI TTS Voices

Easily update IVR menus with AI voices.
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iceAI Studio

Configure and manage your ice Contact Center’s AI-powered features all in one place.
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PII Redactor

Automatically redact customers’ personal information from recordings and transcripts for improved security.
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Natural Language Routing

Empower customers to reach the right person or department by simply speaking their needs.
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Speech Analytics (Tethr)

Track trends and gain insights at scale with advanced AI-powered speech analytics.

All the modules you need to keep your contact center running smoothly

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Administration (iceAdministrator)

Manage settings for teams, users, and queues to keep your contact center running smoothly.
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Contact Handling Toolbar (iceBar)

Keep contact controls accessible on a slim toolbar without blocking other applications.
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Historic Reporting (iceReporting)

Use reports to gain valuable insights that guide strategic decision-making.
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Interactive Voice Response (IVR)

Empower callers to self-serve or easily reach the right agent using their voice or keypad.
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Outbound Campaign (iceCampaign)

Efficiently deliver outbound campaigns with our specialized tool.
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Outbound Notifications (iceAlert)

Automate outbound notifications to reduce manual efforts while keeping customers informed.
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PCI-Compliant Payment Processing (icePay)

Securely process payments without storing sensitive cardholder data in your environment.
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Real-Time Dashboard (iceDashboard)

Use our customizable charts to display the contact center activities that matter most for your role.
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Real-Time Monitoring (iceMonitor)

View real-time statistics at a glance to ensure your contact center stays on track.
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Recording & Transcript Viewer (iceJournal)

Search, review, and evaluate past interactions for training, quality assurance, and in-depth insights.
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Surveys (iceSurvey)

Understand customers’ needs and gain actionable insights with surveys across multiple channels.
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Workflow Designer (iceWorkflow Designer)

Create your own custom workflows to quickly and easily meet changing needs.

Let your customers reach you on their preferred channel

Voice

Provide live phone support for immediate, personalized assistance.

Chat

Resolve customer issues instantly through web or mobile platforms using chat.

Social Media

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

Email

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

SMS

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

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Seamlessly connect your everyday tools for a unified experience

CRM & Ticketing Systems

Automatically share context with agents and create contact records for seamless information sharing.
Dynamics 365
Salesforce
ServiceNow

PowerBI Reporting

Unify data and enhance reporting with an advanced business intelligence integration.
Power BI

Workforce Management

Automate forecasting and demand-based scheduling with a WFM integration.
Workforce Managament

Tethr Advanced Speech Analytics

Track trends and gain insights at scale by integrating with advanced speech analytics platforms.
Tethr Speech Analytics

And more!

Leverage our custom integrations to meet your organization’s unique needs.
Explore all integrations

Connect the way you want to

Microsoft Teams

Make the most of your Microsoft investments with our Teams-certified solution and native Teams integration.
Explore ice Contact Center with Microsoft Teams

Softphone (icePhone)

Use our built-in softphone to handle calls and chats without needing any external telephony.
Explore icePhone

Bring Your Own Telephony

If you don’t want to use any of our standard telephony offerings, you can bring your own!

PBX

Continue to leverage your existing telephony infrastructure, or let us support you through a migration at your own pace.
Explore Telephony Options
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Additional Resources

ONE-PAGERS

Return on Investment of AI in the Contact Center

Learn how ice Contact Center’s AI-powered features help you earn a strong ROI.

Download Now
BLOGS

ice Contact Center with Artificial Intelligence

Dive deeper into everything ice Contact Center does with AI.

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INTEGRATIONS

How to Master Contact Center Co-Pilot Implementation

Learn how to implement AI-powered agent support successfully without pushback.

Learn More

Frequently Asked Questions (FAQs)

Can AI replace contact center agents?
What is contact center AI?
How is AI used in contact centers?
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Let us show you what we can do

Our extensive solution offering has everything you need to deliver exceptional customer service. Connect with us to explore how we can make your contact center better.

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Product

ice Contact Centerice Contact Center with Microsoft TeamsOmnichannel CapabilitiesiceAlert Outbound Notifications
Artificial Intelligence
Contact Center Modules
Reporting & Supervisor Tools

Integrations & Services

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