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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.

Request a Demo
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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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Contact Management

iceContact Hub
Manage all you contact details and history in one place.
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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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Workflow Designer

iceWorkflow Designer

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

iceWorkflow Designer

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

Video

Chat via video call when face-to-face connections and visual support matter.

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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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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