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!
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.
Emily M. Branche: Gastgewerbe Mitarbeiteranzahl: 10.001+ Mitarbeiter
Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.
Analytics are hard to use and are not accurate based on what I know.
InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months.
We need additional widgets in the dashboard but can't get them.
Antwort: NICE inContact 1.7.2020
Thanks for your detailed review, Emily!
Shelly W. Branche: Telekommunikation Mitarbeiteranzahl: 10.001+ Mitarbeiter
Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
The details offered to discover path of contacts, simple process of escalating issues, and efficiency of setup of users and ACD elements are the best I've dealt with in my 25 years of ACD phone support.
Our TAM is amazing & knows her stuff.
Reports are capable of great detail
Because of the open structure to access so much detail, it takes time to analyze what everything means.
The integration with Salesforce is wonderful, but seems a challenge to avoid daily errors; often clearing cache and cookies...I know this has much more to do with 3M's network and Salesforce, but everyone thinks it is the phone that causes the problem.
We tried to standardize ACD routing setup, however, the cleanup from each deployment sent us down custom paths again; I understand the goal to eventually streamline with the Global Scripts - this is the right thing to do and will make things better, it will just take awhile to get there.
Antwort: NICE inContact 6.1.2020
We're so happy to hear about your great experience! Thank you, Shelly!