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NICE inContact

NICE inContact Verified Reviews & Ratings

With over 1,800 cloud contact center deployments, NICE inContact is easily one of the leading contact center software providers...
1997
Year Founded
90%
Recommend It
30
User Reviews
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I’ve used Nice inContact in my current…

I’ve used Nice inContact in my current role as well at another company previously. Always appreciate the simplicity of this system as a whole. It’s been pretty reliable over the years and support is pretty quick if any issues arise. I love the ability to customize my dashboards the way I like so I can see my agents without any issues. The ACD, and Admin features are very easy to navigate as well. Thanks!

I’ve used Nice inContact in my current role as well at another company previously. Always appreciate the simplicity of this system as a whole. It’s been pretty reliable over the years and support is pretty quick if any issues arise. I love the ability to customize my dashboards the way I like so I can see my agents without any issues. The ACD, and Admin features are very easy to navigate as well. Thanks!

Would Recommend: Yes
Myra N.'s review forNICE inContact

NICE In-Contact has been exactly what…

NICE In-Contact has been exactly what our center has needed. We were working with three locations without any clear reporting tools. It was difficult to tell who was where and how many to schedule and when. The WFM tool has been a life saver. NICE was able to pull back several years of historical data and for the first time ever we were staffed appropriately for our open enrollment! I would highly recommend this tool.

NICE In-Contact has been exactly what our center has needed. We were working with three locations without any clear reporting tools. It was difficult to tell who was where and how many to schedule and when. The WFM tool has been a life saver. NICE was able to pull back several years of historical data and for the first time ever we were staffed appropriately for our open enrollment! I would highly recommend this tool.

Would Recommend: Yes
Mark S.'s review forNICE inContact

NICE inContact is very easy to use. You…

NICE inContact is very easy to use. You can easily customize everything. From your IVR or phone tree, to your skills, to your reporting, etc. This in turn makes managing your workforce easier, not to mention providing better reporting, business intelligence and analytics which will help you meet and exceed your KPIs.

NICE inContact is very easy to use. You can easily customize everything. From your IVR or phone tree, to your skills, to your reporting, etc. This in turn makes managing your workforce easier, not to mention providing better reporting, business intelligence and analytics which will help you meet and exceed your KPIs.

Would Recommend: Yes

Get Voip overall was very easy to use…

Get Voip overall was very easy to use and ramp up time for the product was quick. Our company being smaller really enjoyed the ease to use and overall use of the product. We primary used it in our call centers as we were happy with it overall use, and didn’t see any issues with call quality. We did opt to go physical phone lines do to poor internet service on our part.

Get Voip overall was very easy to use and ramp up time for the product was quick. Our company being smaller really enjoyed the ease to use and overall use of the product. We primary used it in our call centers as we were happy with it overall use, and didn’t see any issues with call quality. We did opt to go physical phone lines do to poor internet service on our part.

Pros: Easy to use.
Cons: None.
Would Recommend: Yes

We have used InContact for our services…

We have used InContact for our services and are very pleased with the structure of it all. Their support team is quick to assist with questions we run into. There is a little bit of lag when the calls don’t immediately populate for review but they are still visible the same day and it does not affect each and every call. We are very reliant on InContact and it has been amazing.

We have used InContact for our services and are very pleased with the structure of it all. Their support team is quick to assist with questions we run into. There is a little bit of lag when the calls don’t immediately populate for review but they are still visible the same day and it does not affect each and every call. We are very reliant on InContact and it has been amazing.

Pros: Content well described.
Cons: Calls don't immediately populate.
Would Recommend: Yes
Ryan C.'s review forNICE inContact

We switched to inContact after several…

We switched to inContact after several bouts of downtime with our old VOIP provider and couldn’t be happier with the results. Reliability is a huge factor for us in our 24×7 high volume environment and inContact has never skipped a beat for us. I wish that the other services we use had the great support and reliability inContact has!

We switched to inContact after several bouts of downtime with our old VOIP provider and couldn’t be happier with the results. Reliability is a huge factor for us in our 24×7 high volume environment and inContact has never skipped a beat for us. I wish that the other services we use had the great support and reliability inContact has!

Pros: Easy Setup, Great admin and supervisor features, very scalable.
Cons: None.
Would Recommend: Yes

We have been using Nice inContact for…

We have been using Nice inContact for over a year. We have been more than thrilled with the suite of applications and the outstanding support. Our agents are happy, our managers have access to see KPIs in real time and can take action. If you are looking for a powerful, yet easy to administer system, consider Nice inContact.

We have been using Nice inContact for over a year. We have been more than thrilled with the suite of applications and the outstanding support.

Our agents are happy, our managers have access to see KPIs in real time and can take action.

If you are looking for a powerful, yet easy to administer system, consider Nice inContact.

Pros: Ease of use. Friendly Support.
Cons: WFM IEX is not as user friendly as as it could be.
Would Recommend: Yes

Powerful and Configurable, Excellent…

Powerful and Configurable, Excellent Visibility into WorkForce Activty – however, this platform requires someone experienced in the Proprietary Scripting Tools and Central Configuration to really make it hum. Cons: Having years of experience as a CC Engineer on this Platform I must say that if a company does not have someone proficient in Scripting and Configuration, this Platform can be very unmanageable. If you have someone experienced behind the scene it is very powerful. Cons: Standard Reporting tools are cumbersome, especially for Contact Level Data .. Custom Reporting tool is still unreliable. IC has a new product to Sell for Reporting and has no longer worked on cleaning up their Standard Reporting Tools offered w their base package.. Con: Expensive

Powerful and Configurable, Excellent Visibility into WorkForce Activty – however, this platform requires someone experienced in the Proprietary Scripting Tools and Central Configuration to really make it hum.

Cons: Having years of experience as a CC Engineer on this Platform I must say that if a company does not have someone proficient in Scripting and Configuration, this Platform can be very unmanageable. If you have someone experienced behind the scene it is very powerful.
Cons: Standard Reporting tools are cumbersome, especially for Contact Level Data .. Custom Reporting tool is still unreliable. IC has a new product to Sell for Reporting and has no longer worked on cleaning up their Standard Reporting Tools offered w their base package..
Con: Expensive

Pros: Powerful and Configurable.
Cons: Poor Standard Reporting Tools.
Would Recommend: Yes
Deana G.'s review forNICE inContact

So many issues & inefficiencies. Went…

So many issues & inefficiencies. Went with this product due to “SAID” ability to run in our Malaysia office without issues and with local numbers for our outdial campaigns. They lost their provider in Malaysia and didnt tell us until our “trial period” was over. Got the run around for weeks with account manager. While they are trying to fix this, we do not know for sure it will be fixable. A large portion of our business is email communications (which was expressed to them from the start). Here is a list of things we cant do or where we lost efficiencies: Extremely hard to find historical communications and it looses any attachments. You can only send an email one time, so if you respond to the customer and then need to “forward” the email, you cant. You have to manually copy it and manually create a new one and you again loose any history. Email composing is UGLY, it doesn’t use space efficiently you have to drag the screen around and make it wider or scroll to even read an email… everytime!. Drafts float on the sidebar contributing to the prior issue. Hyperlinks must be manually added, you cant save them in a draft. Attachments are hard to read and if an email has an attachment and you hit the reply button you can no longer view the attachment for reference. Cant paste screen shots into communications. Pasting in text causes format issues. Dispositions (wrap up codes- which are used on every single communication for reporting/stats) have to be SCROLLED to in order to select it, you can type a character to jump to it, or type it, or sort it. We have 100 dispositions…. our “Reinstatement” wrap up code is way down on the list. We wanted efficiencies with this new system and and its taking much longer, costing more staff time, more delays to our customers and frustrating our staff. There is no setting to just print an incoming email. No SPAM filter, we are wasting countess hours with SPAM. If your on an email and a call comes in it will freeze the system and sometimes drop the call. When you open an email you cant see all that were copied or included in the “TO” field until you hit Reply. In a world using every medium for communication, it is HIGHLY disappointing. Good Sales Guy though…. : (

So many issues & inefficiencies. Went with this product due to “SAID” ability to run in our Malaysia office without issues and with local numbers for our outdial campaigns. They lost their provider in Malaysia and didnt tell us until our “trial period” was over. Got the run around for weeks with account manager. While they are trying to fix this, we do not know for sure it will be fixable. A large portion of our business is email communications (which was expressed to them from the start). Here is a list of things we cant do or where we lost efficiencies: Extremely hard to find historical communications and it looses any attachments. You can only send an email one time, so if you respond to the customer and then need to “forward” the email, you cant. You have to manually copy it and manually create a new one and you again loose any history. Email composing is UGLY, it doesn’t use space efficiently you have to drag the screen around and make it wider or scroll to even read an email… everytime!. Drafts float on the sidebar contributing to the prior issue. Hyperlinks must be manually added, you cant save them in a draft. Attachments are hard to read and if an email has an attachment and you hit the reply button you can no longer view the attachment for reference. Cant paste screen shots into communications. Pasting in text causes format issues. Dispositions (wrap up codes- which are used on every single communication for reporting/stats) have to be SCROLLED to in order to select it, you can type a character to jump to it, or type it, or sort it. We have 100 dispositions…. our “Reinstatement” wrap up code is way down on the list. We wanted efficiencies with this new system and and its taking much longer, costing more staff time, more delays to our customers and frustrating our staff. There is no setting to just print an incoming email. No SPAM filter, we are wasting countess hours with SPAM. If your on an email and a call comes in it will freeze the system and sometimes drop the call. When you open an email you cant see all that were copied or included in the “TO” field until you hit Reply.

In a world using every medium for communication, it is HIGHLY disappointing. Good Sales Guy though…. : (

Pros: Good VM Features Browser Based Phone control layout is nice Out dialer has some good features Auto Spell Check in Email.
Cons: Email handling is horrible Email display is horrible Wrap up codes not easily selected, you have to SCROLL thru the alpha list for every interaction to make your selection Draft Editor is fussy about formatting and you can’t easily paste text No Pick option to pull a call from another staff NO SPAM filter NO frequent contact list for emails LOUD notifications on every agent constantly going off Can’t view calls waiting in the Que.
Would Recommend: No
Jesse S.'s review forNICE inContact

Their Salesforce Agent application is…

Their Salesforce Agent application is extremely buggy and unreliable at best. It’s taken over a year to implement their email system and now that’s it’s implemented it’s caused so many issues our team’s productivity has really taken a hit. It’s been over 4 months and not one system bug we’ve reported has been fixed.

Their Salesforce Agent application is extremely buggy and unreliable at best. It’s taken over a year to implement their email system and now that’s it’s implemented it’s caused so many issues our team’s productivity has really taken a hit. It’s been over 4 months and not one system bug we’ve reported has been fixed.

Would Recommend: No
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Provider Overview

With over 1,800 cloud contact center deployments, NICE inContact is easily one of the leading contact center software providers. NICE inContact offerings expand beyond just an ACD, including core contact center infrastructure, workforce optimization, and even an enterprise-class telecommunications network.

NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is an extensive partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone. NICE inContact is recognized as a market leader by Gartner, Ovum, IDC, Frost & Sullivan, DMG, and Ventana. www.niceincontact.com

NICE inContact is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG.

  • Industry’s best-published SLA of 99.99%
  • Industry’s only guaranteed voice SLA
  • 275,000+ cloud contact center agents
  • 150+ countries
  • 85 of Fortune 100 customers

Overall, NICE inContact’s platform and solutions combine contact center software with a national connectivity network of phone and Internet. Based in Salt Lake City, Utah, Nice inContact also operates an international headquarters in London, as well as the Philippines.

NICE inContact Pricing and Services:

Most Popular Plan:

Hosted inbound and outbound contact center with IVR

  • Pay as you go billing
  • Scalable according to demand
  • Compatible with inCloud Apps
  • Predictive dialer
  • Easily add agents whether office-based or virtual
  • Adheres to government regulation, including Do Not Call Registry

NICE inContact Contact Center Software Highlights:

  • Over 100 CRM integrations
  • Pay-As-You-Go pricing model to scale capacity on demand
  • Hosted solution
  • Easily add functionality as your company grows
  • Automatic software updates at least 2 times per year
  • Support for single-site or multi-site contact centers, including home agents
  • Pay as you go billing
  • 99.99% availability SLA
  • inCloud Apps
  • Predictive dialer blends inbound and outbound calling
  • Agent evaluation and other reporting
  • Integrated eLearning and Coaching Management
  • Dashboards
  • Compatible with inContact software

All Available Plans & Services:

  • Multi-Channel ACD Software
    • Compatible with IVR, social media, email, and chat/IM
    • Call customers back instead of having them wait on hold
    • Blends inbound and outbound calls to connect inbound and outbound calls during peak demand
    • Graphical User Interface, easy to understand
    • Skill-based routing
    • Compatible with other inContact software
  • Interactive Voice Response
    • Automated speech recognition
    • Text-to-speech
    • Call customers back instead of having them wait on hold
    • Customizable operating hours and days
    • Compatible with proprietary and third-party CRM software
    • Users can make their own updates rather than wait on IT team
    • Customer self-service option
    • Compatible with other inContact software
  • Personal Connection Outbound Solution
    • Eliminates lag between when customer answers the phone and the agent is connected
    • Predictive dialing
    • Patented pacing algorithm
    • Compliant with Do-Not-Call registry
    • Real-time dialing list adjustments based on customers’ positive or negative reactions to the call
    • Synchronize external systems with Proactive XS
    • Tools to build custom scripts
    • Compatible with other inContact software
  • Workforce Management (WFM)
    • Optimizes schedules
    • Forecasts customer demand based on skill, media, time of day, day of week, and special events
    • Accounts for availability based on vacation schedules, skill levels, legal requirements, daily breaks, targeted service goals, shift trades, etc.
    • Empowers employee to make requests for schedule changes and vacations
    • Tracks actual attendance to compare to scheduled attendance
    • Real-time graphical view of both predicted and actual statistics, including call volumes, handle times, success rates, etc
    • Automated alerts regarding imminent success or failure to reach goals
    • Compatible with other inContact software
  • ECHO Customer Satisfaction Surveys
    • Multiple delivery options, including email, chat, SMS/Text, and IVR
    • Customer satisfaction surveys given immediately after call ends
    • Pre-built reports
    • Measure First Call Resolution with customers’ input
    • Compatible with other inContact software
  • Supervisor-On-The-Go Mobile Application
    • Compatible with iOS, optimized for iPad
    • Downloaded securely from iTunes
    • Not currently compatible with Android or Kindle
    • Monitor activities in real time
    • Ensure SLA adherence
    • Change agent’s status on lists with a finger swipe
    • Whisper mode to communicate with agent without customer hearing
    • Compatible with other inContact software
  • Reporting & Analytics
    • Create historical reports using over 100 industry standard metrics
    • Track critical metrics and trends in both real time and over a set period of time.
    • Easily write reports
    • Drill down to get detailed data
    • Filter by agent, team, skill, or campaign
    • Find problem areas
    • Export to Excel or other spreadsheets
    • Compatible with other inContact software
  • Cloud Contact Center Software
    • Hosted solution
    • Easily add functionality as your company grows
    • Automatic software updates at least 2 times per year
    • Support for single-site or multi-site contact centers, including home agents
    • Pay as you go billing
    • 99.99% availability SLA
    • Compatible with other inContact software

Help & Support Options:

  • Over 90% of help desk calls are answered within 30 seconds
  • 80% of calls are answered within 60 seconds.
  • Phone Support: 1-866-965-7227
  • Live Chat Support
  • Customer care M-F 6AM-6PM MT
  • 24×7 business affecting hotline
  • 1 technical business contact/1 technical contact
  • Fee-based access to Customer Success Managers, professional services, live webinars, self-paced courses.
  • Care Plus:
    • All above features
    • 24×7 live customer care
    • Customer success manager dedicated to your account
    • 10% discount on professional services and courses
    • Free access to webinars
  • Care Premier:
    • All above features
    • Technical service rep assigned to your account
    • Customer designates two technical and two business contacts
    • Customer Success Manager dedicated to your account
    • 3 hours of Professional Services assistance per month
    • 20% discount on further Professional Services
    • 20% discount on fee-based courses
  • Premier Success:
    • All above features
    • Priority call routing
    • Semi-annual, on-site reviews with Customer Success Manager
    • 30% discount on additional consulting services
    • 5 hours of Professional Services assistance per month,
    • 30% discount on further Professional Services
    • 30% discount on fee-based courses
  • Premier Success Plus:
    • All above features
    • Priority case routing
    • Customer designates three technical and three business contacts
    • On-site quarterly reviews with Customer Success Manager
    • Monthly strategy session
    • 40% discount on further consulting services
    • 10 hours of Professional Services assistance per month,
    • 40% discount on further Professional Services
    • 40% discount on fee-based courses
    • Unlimited access to scheduled training sessions held at inContact in Salt Lake City

 

Awards & Recognitions:

  • NICE inContact Named a Leader in the Magic Quadrant for Contact Center as a Service, North America by Gartner
  • NICE inContact Named a Leader in Cloud Contact Centers in The Forrester Wave
  • NICE inContact CXone Ranks 1st in Cloud Contact Center Value Index
  • NICE inContact Identified as ‘Market Leader’ by Ovum
  • NICE inContact Identified as Customer Satisfaction Leader in DMG Consulting Independent Survey
  • NICE inContact Named Market Share, Customer Value Leader by Frost & Sullivan
  • NICE inContact identified as a Leader of the Cloud Contact Center Market by IDC
  • Customers include MoneyGram, TechStyle, Radisson Hotel Group, AAA, SeaWorld Park & Entertainment, MattressFIRM, Teleflora, Hoveround, Mitchell International, Check Into Cash among many other global and Fortune 100 leaders and a government service agency

 

Editor’s Bottom Line of NICE inContact

 

NICE inContact has certainly been regarded by many as a game-changer, and leader in the contact center software industry. The company was recently named as a Leader by Gartner, Inc. in their 2016 North American Magic Quadrant report of Contact Center as a Service provider. The combined hosted contact center solution and existing carrier-grade network have provided NICE inContact with a solid and robust foundation from which to expand and innovate. Since their recent acquisition by NICE Systems, the company has continued to expand its offerings, including a large roadmap of what’s to come following the acquisition.

With their current portfolio of solutions, inContact offers an impressive number of features in one package that would normally require multiple alternative vendors to fully recreate. Through their hosted Contact Center products, inContact can offer a large number of solutions in order to completely tailor their service to just about any company’s needs. With inContact, you are not purchasing a canned carbon copy solution meant to fit into any business, but instead a completely custom solution for just your company’s needs – whether hosting an Inbound Contact Centers, Outbound Contact Centers, or simple Customer Service. With their massive array of products and solutions, inContact is also capable of supporting Enterprise Contact Centers, Help Desk Support, Fundraising and even Collections Agencies. Their entire platform is backed with a high level of security and reliability, including 99.99% uptime with an SLA to match, and even a unique Trust Office to ensure the highest security standards to match any business’ needs.

Contact and call centers powered by inContact are equipped with advanced Automatic Call Distribution, an intelligent Interactive Voice Response system, the company’s Personal Connection Outbound Dialer, CRM integrations to help ensure the highest level of efficiency, and even their own mobile app, Supervisor-on-the-Go. While many competitors have quickly rushed to follow inContact’s lead on the mobile frontier, their Supervisor-on-the-Go app is still recognized by many as one of the first, and even leading mobile app available in for remote admin control of any contact center solution.

Workforce Optimization from inContact combines the efforts of voice recording, screen sharing, speech and desktop analytics, customer satisfaction surveys, as well as coaching and training capabilities to ensure contact center agents will perform with the highest level of efficiency and productivity. NICE inContact’s featured packed platform is equally matched with their industry leading 99.99% SLA guaranteed network uptime, and a fully redundant network with two data centers located in the U.S. and two in Europe. On top of that, just in case something ever does go wrong 24/7 emergency care and 12am to 5pm customer care is provided to all customers, with the options to expand your support plan to include total 24/7 customer support and even a dedicated rep for your business.

Screenshots
  • Nice inContact Analytics Dashboard
    Nice inContact Analytics Dashboard
  • Nice inContact Dashboard
    Nice inContact Dashboard
  • Nice inContact Form Creation
    Nice inContact Form Creation
  • Nice inContact Form Manager
    Nice inContact Form Manager
  • Nice inContact Performance Monitoring
    Nice inContact Performance Monitoring
  • Nice inContact Quality Planner
    Nice inContact Quality Planner
  • Nice inContact Task Overview
    Nice inContact Task Overview

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