• Post-call AI analysis: Gaining valuable insights into customer satisfaction, agent performance, and compliance issues with post-call transcription, summarization, and more.

• Audit trail: Tracking who is accessing information or making changes to ice for enhanced security

• icePhone: A build-in softphone and chat clients that provides one interface for agents to receive and handle interactions on.

• iceJournal export: iceJournal results are now exportable to a CSV file for further analysis or import into your BI or reporting system.

• Chat attachments: Effortlessly share files, documents, and images back and forth through iceChat using icePhone.

• Email enhancements: Enable agents and customers to add additional recipients to emails on either the To or CC field for enhanced visibility or further information.