ICE Feature: What Is SANDRA?

One of the greatest aspects of being involved with Etech Global Services is the fact that we are a very innovative organization.  Our latest innovation is the development of our ICE software.  Integrated Customer Engagement offers a perfect solution for businesses to overcome the challenges of today’s competitive environment. ICE has Chat, Email, Custom application and Quality Assurance, all integrated, and allows you an easy switch over for different functionalities. ICE has been uniquely designed to offer different solutions built upon a common platform while still being independently operational. ICE ensures greater Customer Engagement and helps for an effortless flow of information that is secured and available at your fingertips.

You can check out our new ICE website here, to see all that this software offers, but for this blog post, I’d like to focus on the Chat feature of the software and specifically an innovative tool known as SANDRA.

SANDRA stands for Secure Automation and Directed Remote Assistant. What exactly does it do? It’s basically an interface between the customer and the call center agent that acts as an automated assistant during a live chat session.  The best part about SANDRA is the security it offers.  Internet security is a big concern for everyone and this intermediary tool delivers.

Here is what SANDRA can deliver to your call center:

  • Capture and process Credit Card information without the Agent knowing any details
  • Gather information and save time for agents
  • Capture real-time information by integrating it with your back-end systems
  • Define rules and flow of information to integrate with your systems
  • Gather data with the help of In Chat surveys
  • Get full-proof data that is real and authentic
  • Customize your own solution to capture any crucial information and process the same

SANDRA will enhance the Live Chat experience by securely handling the more tedious aspects of the chat session making the experience more hassle-free for the customer as well as the agent. Live Chat has been consistently gaining ground as a channel of choice for customers in the call center, and our SANDRA tool will serve to enhance the Live Chat experience.

I hope you’ll take the time to view our new ICE website and see for yourself, all that this technology can offer.

By |May 27, 2015|


Dilip Barot is the Founder and Chairman of Etech. In this role, Mr. Barot uses his vast experience as an entrepreneur to establish the strategic direction of the company and prioritize business imperatives. Mr. Barot’s “out of the box” thinking has led Etech to developing proven processes in the areas of quality assurance, application development, Integrated Customer Engagement (ICE) and offshore expansion.

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