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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
86%
Recommend It
22
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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
Gretchen G.'s review forNICE inContact

We have been able to scale our business…

We have been able to scale our business and handle large volumes of traffic by utilizing their software. We have attended their conventions to get additional insight and had a great return on our investment. We recommend!

We have been able to scale our business and handle large volumes of traffic by utilizing their software. We have attended their conventions to get additional insight and had a great return on our investment. We recommend!

Pros: I like the strong protection of not having to maintain my own hardware and knowing that inContact is always upgrading their software, ensuring multiple location redundancies, and always looking out for its clients. I have learned to do many valuable things with their software, such as allowing the scripting platform to look at incoming phone numbers and route them based on the origination place.
Cons: None.
Would Recommend: Yes

Great product, have been using since…

Great product, have been using since 2010 and would never go back to running my own switches.

Great product, have been using since 2010 and would never go back to running my own switches.

Pros: Love the flexibility of adding or removing on the "fly".
Cons: Getting to talk to the right person whwhen you have a question.
Would Recommend: Yes

With inContact we were able to…

With inContact we were able to successfully launch our call center (and eventually move locales) with ease. The support was great and the product worked as advertised.

With inContact we were able to successfully launch our call center (and eventually move locales) with ease. The support was great and the product worked as advertised.

Pros: Flexibility.
Cons: Price.
Would Recommend: Yes

The product and interfaces are easy to…

The product and interfaces are easy to use and understand. The amount of options and tasks that can be done are vast and it allows for major changes to be made quickly. It allows for extreme flexibility and adjustments to business practices and processes allowing for significant cost savings and improved customer relations. With so many closely tied systems and being cloud based it can be very difficult when there are outages or issues. It isn’t as simple as restarting the servers and getting back online. At times outages can be vast and occur for quite some time as the right parties are engaged to resolve the issues.

The product and interfaces are easy to use and understand. The amount of options and tasks that can be done are vast and it allows for major changes to be made quickly. It allows for extreme flexibility and adjustments to business practices and processes allowing for significant cost savings and improved customer relations.

With so many closely tied systems and being cloud based it can be very difficult when there are outages or issues. It isn’t as simple as restarting the servers and getting back online. At times outages can be vast and occur for quite some time as the right parties are engaged to resolve the issues.

Would Recommend: Yes

Dawn and team have done a good job…

Dawn and team have done a good job on our new install.

Dawn and team have done a good job on our new install.

Would Recommend: Yes
Amy A.'s review forNICE inContact

inContact Serves our Needs as a 211…

InContact serves our needs as a 2-1-1 call center by having quality service level, and ongoing customer support. The bi-weekly calls from our service representative is extremely helpful to keep us informed on updates and assist with any questions we have about the service. I would recommend InContact to other call centers or 211’s seeking quality telephony service.

InContact serves our needs as a 2-1-1 call center by having quality service level, and ongoing customer support. The bi-weekly calls from our service representative is extremely helpful to keep us informed on updates and assist with any questions we have about the service. I would recommend InContact to other call centers or 211’s seeking quality telephony service.

Pros: Bi-weekly support from our Technical Account Manager.
Cons: None.
Would Recommend: Yes

We use inContact primarily via the …

We use inContact primarily via the Salesforce agent. It works well for our business needs.

We use inContact primarily via the Salesforce agent. It works well for our business needs.

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

I have never written a review…

I have never written a review before but I feel ethically responsible to warn any potential businesses from going through what my business has been through for the past year. We are a 100 seat outbound call centre and had been using Five9 for four years. We switched to InContact due to great sales pitches about their reporting and quality product. To date, we have lost $250,000 due to a botched integration with our CRM, Salesforce. Our efficiency decreased, our costs doubled (costs are FAR beyond promises in contract and sales process), and we could not accurately log completes, the foundation of our billing model. After six months of working with Incontact to find resolution, they told us it would be another year to resolve. We told them we could not take losses for another year and we went back to Five9. Then the true immoral fibre of their company began to become apparent. They charged us full charges three months beyond when we cancelled their services and charged us an additional $20K cancellation charge because we cancelled before a year even though our contract clearly states that we could cancel if the system was not working properly. I urge you to not believe what they say under any circumstances. In 20 years of owning a business, I have never experienced such poor service and unethical practices.

I have never written a review before but I feel ethically responsible to warn any potential businesses from going through what my business has been through for the past year. We are a 100 seat outbound call centre and had been using Five9 for four years. We switched to InContact due to great sales pitches about their reporting and quality product. To date, we have lost $250,000 due to a botched integration with our CRM, Salesforce. Our efficiency decreased, our costs doubled (costs are FAR beyond promises in contract and sales process), and we could not accurately log completes, the foundation of our billing model. After six months of working with Incontact to find resolution, they told us it would be another year to resolve. We told them we could not take losses for another year and we went back to Five9. Then the true immoral fibre of their company began to become apparent. They charged us full charges three months beyond when we cancelled their services and charged us an additional $20K cancellation charge because we cancelled before a year even though our contract clearly states that we could cancel if the system was not working properly. I urge you to not believe what they say under any circumstances. In 20 years of owning a business, I have never experienced such poor service and unethical practices.

Pros: Good salesman.
Cons: SMALL BIZ- STAY AWAY!!!.
Would Recommend: No

inContact is a good multichannel…

inContact is a good multichannel customer care platform. Descent pricing and many available features.

inContact is a good multichannel customer care platform. Descent pricing and many available features.

Would Recommend: Yes

Incontact is easy to use…

Incontact is easy to use. The tools provided are easy to learn but very flexible. Studio has all that one might need to create the custom script needed. The management site has intuitive tools needed for reporting, overview, other management functionality. Support site is easy to submit issues & get details on status as well. Overall very easy to use product.

Incontact is easy to use. The tools provided are easy to learn but very flexible. Studio has all that one might need to create the custom script needed.

The management site has intuitive tools needed for reporting, overview, other management functionality.
Support site is easy to submit issues & get details on status as well. Overall very easy to use product.

Pros: features, ease of use.
Cons: cost, service in the cloud.
Would Recommend: Yes
Kody C.'s review forNICE inContact

Awesome product and service.

Awesome product and service.

Awesome product and service.

Would Recommend: Yes
Brad D.'s review forNICE inContact

Overall a good product…

Overall a good product. The PC dialer is a big win for them and we use it extensively on a daily basis. we were the first to launch that dialer so we have gone thru the growing pains. Custom reporting is coming along, but still needs more work. It is easy to use and lots of point an d click features help to speed up different processes. Continue to work on the freezing issue. That still occurs about once or twice a month to us and negatively impacts production. Create the ability to build agent profiles so that as new hires come on board, they can be assigned a profile instead of having to add skills, etc on an individual basis.

Overall a good product. The PC dialer is a big win for them and we use it extensively on a daily basis. we were the first to launch that dialer so we have gone thru the growing pains. Custom reporting is coming along, but still needs more work. It is easy to use and lots of point an d click features help to speed up different processes. Continue to work on the freezing issue. That still occurs about once or twice a month to us and negatively impacts production. Create the ability to build agent profiles so that as new hires come on board, they can be assigned a profile instead of having to add skills, etc on an individual basis.

Would Recommend: Yes
Erik P.'s review forNICE inContact

It’s a pretty solid product…

It’s a pretty solid product. No more issues than any other cloud based platform, and a large variety of products.

It’s a pretty solid product. No more issues than any other cloud based platform, and a large variety of products.

Pros: None.
Cons: The turn around time for product enhancments isn't very good.
Would Recommend: Yes
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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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