iceAdministrator gives you the power to manage your contact center operations yourself, easily making changes like adding user skills or updating a queue’s class of service without vendor involvement. This simplifies operations and reduces costs.

Empower agents to work at their best by adjusting settings on a per-user basis. For example, individual multi-contact handling settings ensure that each agent handles as many contacts as they can in alignment with their skill and experience level.

Skill settings ensure that interactions are only routed to qualified agents, while priority settings ensure that urgent interactions are handled quickly. These and other settings keep your contact center running smoothly at all times.