Addressing the growing needs of customer service agents, iCentrix announces the addition of Advanced Customer Service Productivity tools to it's ICE™ framework.

This tools set allows customer service agent to see what customer sees in their browser and to perform operations on customer's session. Customers simply refreshes the screen to see the effect of any action taken by the customer service representative (CSR) or the CSR can follow along with the customer as they navigate the site.

The approach is very non intrusive, does not require the customer to down load and run anything and does not take over customers whole computer, just the relevant browser session.

"This addition to an already rich set of customer service features makes ICE™ the ideal choice for e-Business operation and management"