NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests and helps businesses to connect with their customers via multiple channels such as inbound/outbound voice, email, voicemail, chat, social media and more.
NICE inContact offers various call routing features, like IVR, CTI and ACD, and workforce optimization capabilities such as e-learning, hiring and WFM. The blended predictive dialer tool offer call blending, message lay-down dialing, call suppression and auto dialer for blended call centers. The solution seamlessly integrates with popular CRM applications like Salesforce and Oracle Service Cloud.
NICE InContact can be used by small business and large enterprises alike and is in place across a wide variety of vertical markets. Customer service & support applications are also available as part of the integrated suite.
Ryan C. Branche: Informationstechnologie & -dienste Mitarbeiteranzahl: 51-200 Mitarbeiter
We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider.
I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great.
The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though.
Antwort: NICE inContact 1.7.2020
We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.
Warren J. Branche: Non-Profit-Organisation Management Mitarbeiteranzahl: 1.001-5.000 Mitarbeiter
My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.
I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.
In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.
Antwort: NICE inContact 1.7.2020
Thanks for your feedback, Warren!
Yoana H. Branche: Telekommunikation Mitarbeiteranzahl: 10.000+ Mitarbeiter
It's very positive
The softphone have some more and usefull features that other softphones. I feel it's easier to manage your call ( valume, status, etc).
did not found something the i do not like for now or something that is making the use harder
Antwort: NICE inContact 26.10.2020
Yoana, thanks so much for your review.
Miles D. Branche: Computer-Software Mitarbeiteranzahl: 51-200 Mitarbeiter
It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.
Up time is good, WFM integration with the basic telephony is nice.
The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later.
When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.
Antwort: NICE inContact 8.4.2020
Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at [email protected]
Thanks so much for your feedback.
Dennis S. Branche: Chemikalien Mitarbeiteranzahl: 10.000+ Mitarbeiter
Overall it's a very good product. The support staff is very helpful and the recent updates have made it even easier to use and design.
NICE inContact is easy to use and has a wide variety of configuration possibilities. The interface for designing call/chat flows works well and is nicely designed.
It's easy to use from an agent perspective
The MAX client is a little clumsy to use and has a few drawbacks because it is a browser page. Among them are:
- Messages clear once viewed until there is a new message (all of them showing again is helpful.
- Notifications are saved cookies that get cleared at times when the browser is not even set to clear cookies.
- No dashboard options for agents.