ICE Releases New Technology Upgrades To Software

Nacogdoches, TX – August 18, 2017 – Remarkable customer experience has proven to be one of the most important ways a company distinguishes itself from competitors. Every customer interaction is significant for organizations because it provides insights into what their customers are saying. Customers expect an effortless experience and the organization’s success depends on it. Integration of technology with skilled resources helps to meet the customers’ expectation. Etech Technology Solutions (ETS) has designed and developed its own proprietary customer engagement platform, Integrated Customer Engagement (ICE), that includes Click to Chat, Email Management and Quality Monitoring software. Etech’s continuous product enhancements have created new features built to adapt to customers’ needs. Etech is thrilled to announce the release of the newest version of ICE including updates to Click to Chat, Email Management, and QEval.

“ICE is an evolving product that has all the required ingredients for delivering effortless customer experience. With this release of new updates completed by Etech’s expert software developers, our customers will have access to the latest chat, email, and QA technology. We are committed to investing in our people, technology and customers.” said Etech’s President & General Manager, Matt Rocco.

ICE Click-to-Chat now offers:

  • Alert to the Agents, in case, of delayed response to the website visitor
  • Pre Chat survey, an option allowing visitors to skip filling details while connecting to Chat Agent
  • FB, Google and LinkedIn API’s integrated, allowing Login to ICE Click to Chat
  • File sharing system supports Excel files too

The newest release of ICE Email Management includes significant enhancements such as Email Data encryption that enhances the overall security of the information exchanged through Emails.

QEval updates include providing the agent scores to supervisors through Email, enabling real-time alerts for corrective actions needed for campaign performance. The software also added Meta data features for each interaction, such as call duration and call time integrated.

“With each new update ICE attains new heights in terms of functionality and features. Our motto is to give our customers a software solution that is integrated in our client systems and provide intelligent data that drives business improvements.” said Etech’s Chief Customer Officer, Jim Iyoob.

About Etech Global Services

Etech Global Services is a leading provider of customer engagement solutions for many of the world’s most trusted brands. They trust Etech with their most precious assets – their customers. Why? Because Etech’s commitment to continuous improvement, next generation technology, and empowering people results in a solution that drives customer experience and reduces effort. Voice, quality monitoring, chat, social media, and email, Etech is here to communicate with your customers when and how they choose.

Etech believes in making a remarkable difference for you and your customers. Etech’s industry-leading technology services, like Etech Monitoring Solutions (EMS) division, provide you with analytics and insights into your customer interactions. Etech’s services enable you to enhance customer experience, increase sales results, meet all corporate governance requirements, and obtain a competitive edge over your competition allowing you to increase market share.


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