About NICE inContact Cloud Contact Center


NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support requests and helps businesses connect with their customers via multiple channels such as inbound/outbound voice calls, email, voicemail, chat, social media and more.

NICE inContact offers various call routing features, like IVR, CTI and ACD. The system also includes workforce optimization capabilities such as e-learning, hiring and workforce management. The blended predictive dialer tool offers 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 and support applications are also available as part of the integrated suite.



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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8

110 Reviews of NICE inContact Cloud Contact Center

Average User Ratings

Overall

4.08 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(48)

4 stars

(40)

3 stars

(9)

2 stars

(7)

1 stars

(6)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 110 reviews

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December 2018

Paul from Draeger, Inc.

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

December 2018

Call Center software with great functionality

Before utilizing a call center software we provided our individual teams members phone numbers to the customers. This created multiple issues that were unsustainable as the organization grew. Customer complaints started to rise that we were not reachable via phone, that voicemails were not returned in a timely fashion or at all, and there was no data available to evaluate staffing performance and additional resource requirements. InContact solved the majority of these issues and we are now able to not only evaluate the points above, but also categorize the calls through dispositions used to improve call routings. However, there is no report that actually includes all three disposition fields. Only the primary disposition and the disposition comments are available in canned or custom data reports, the secondary disposition can only be reviewed for each call individually in the contact history report.

Pros

Our company upgraded to InContact a few years ago from TASKE. As the local system administrator for one of our sites that uses this software, I provide data reports to all teams tailored to their specific needs. The amount of raw data that can be extracted from InContact is enormous and is very helpful for operation and individual performance evaluation and optimization.

Cons

For our business unit having to transfer calls is not only inefficient, but also not seen as good customer service. There are no easy to use reports available, neither canned nor custom, that would allow simple evaluation of transferred calls that can be reviewed. Additionally, our main business unit running InContact is located in another time zone. Working with InContact Support, there is no way around some time zone issues when setting hours of operations for our local units. When I try to override our normal hours of operations to close the queues for lets say one hour between 2 pm and 3 pm CST, I have to set the end time to 4 pm EST. This would be less confusing if the override wouldn't display the close time incorrectly on my end then, as the notification and countdown will say that it is currently 2 pm and that the business unit is closed for 2 hours until 4 pm.

August 2018

Dan from EPIC Connections

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Functionality

4.0

August 2018

Nice inContact Call Center

My experience with the Nice inContact call center software has been that it is a high quality, high availability solution that meets most call center operational requirements and can be implemented in a timely manner.

Pros

The software, compared to legacy premise-based call center solutions, is considerably easier to configure and implement. Time to bring on new IVR and ACD solutions is a fraction of the time to do so in the traditional environment. Integration with CRM solutions for screen pop, IVR customer lookup, dialer list management, and other services can be easily configured and implemented in days vs. months. The software enables multiple media types (voice, chat, email, SMS, etc.) to be managed under a single platform and seamlessly routed to agents. Getting implementation staff proficient with the tool is another plus.

Cons

Functionality of some services is not as deep as a point solution (i.e. compared to a full function chat or email management service) but is more tightly integrated for multi-channel routing.

January 2019

Mike from Heartland ECSI

Company Size: 201-500 employees

Review Source


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

January 2019

Excellent cloud technology solutions for our contact center.

There was a time I felt I was losing some control by giving up all the physical equipment in our contact center and moving everything to the cloud. I got over that fairly quickly when we started improving quality, production and survey scores and eliminating down time.

Pros

They have a solution for pretty much have a solution for any task or initiative you have in your contact center. You don't need to purchase every tool; you can purchase only what you need. Their engineers and technical manager are good at what they do and have helped us design solutions for a variety of challenges.

Cons

If you are new to cloud technology for contact centers there is a lot to catch up on. You will have to do some studying and training. Most of these tools are easy to use, but in some cases you need time to get used to using the technology. You need to ask a lot of questions and make sure your technical account managers fully understand your business so they can partner with you on designing tools and solutions that work for you.

February 2017

Brad from Academic Partnerships

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

3.0

Functionality

3.0

February 2017

InContact review

Overall positive experience. We've used InContact for over 5 years now and have been able to grow our business as a result. We were the first to launch the PC dialer and use it extensively every day to increase the amount of outbound call attempts we make on a daily basis. One thing that needs to happen is to find a way to reduce the amount of freezing that occurs within the platform. We experience this about once or twice a month, sometimes for short periods, but sometimes for longer periods of time which can negatively impact production. Also, continue to enhance the custom report tool. It's getting better with each release, but still has some room to improve.

Pros

Ease of use when it comes to skill buildouts, edits. Priority blending works well and helps us prioritize calls to out agents. PC dialer works well and eliminates that "pause" when a call is launched to one of our students

Cons

Freezing of the platform on occasion. Need ability to create agent profiles where you can add skills to a profile instead of adding skills to multiple agents. Too much time involved

November 2016

Justin from TechStyle

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

November 2016

Best in Breed

I'm a contact center executive who specializes in technology solutions. I've researched, compared, selected, and implemented both cloud and on-premise solutions ranging from under 20 seats in a single location to over 1,000 multi-lingual seats located across multiple centers and in multiple countries.

Pros

Rock solid infrastructure and up-time delivery.
Robust feature set with endless customization options.
Seamless scalability both up and down in the cloud.
Speed of implementation.
Community driven learning centers.
Overall flexibility of the platform.
Full redundancy to ensure no call drops even during outages and upgrades.
No in-house experts or external consultants required for administration.
Free updates and upgrades.
APIs for everything!

Cons

Upfront costs for implementation.
Not the cheapest solution.
No premise offering or solution.
Options can be overwhelming.

March 2019

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

March 2019

Incontact is innovation

Pros

I believe we are the largest client incontact has. They have provided customization to our telephony business that has allowed for improved close rate, streamlined call routing, and data analytics to improve our business.

Cons

I'd love to be able to house our communications with agents in the software.

Response from NICE inContact of NICE InContact

Replied March 2019

Hello and thank you for taking time to post your review and for sharing the good results you are getting to support your business goals. We┬┐ll pass your suggestion along to our product development team. You may also want to check out a new feature in our Customer Community to submit product ideas that the entire community can vote on. We now have over 850 customers involved. If you haven't joined, you'll want to get started. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. For additional assistance with the registration, please contact us at community@niceincontact.com. Again, thank you for taking the time to give us your feedback. We look forward to innovating together!

June 2018

Alex from Vivint Solar

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

2.0

Functionality

3.0

June 2018

The call center I work at uses inContact for our phone system.

Overall it is a good product and simple to use. Easy to understand with little to no training as long as the person using it understands symbols on most basic office style phones.

Pros

This software is easy to use and straightforward. The way our IT department has it set up is with a extension/addon/plugin that makes it available from within Salesforce. This is great because it means we do not have to switch to another tab or window in order to control the call (i.e hold, answer, hang up, and transfer.) which means less hassle and we are able to help customers much more efficiently.

Cons

There is this strange issue were my inContact window would give alerts about being disconnected from the internet. I sent it to IT who were unable to resolve it and they received word back from inContact that it was not there issue either so it still happens to this day. This was not a huge issue until a recent update removed the OKAY button from these alerts so now I cannot dismiss them and have to wait for them to disappear on their own. This usually only takes under a minute. However while it is on the screen I am unable to do anything in my call which is frustrating.

November 2018

Irv from Vixxo

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

November 2018

Great for a small call center

My team manages a mini call center composed of 5 specialists that that handle incoming calls from our vendor network throughout the day. During high volume days, calls are looped among the specialists in order to avoid missing any calls and requiring a vendor to leave a voicemail. This software was easy for our IT department to transition between looped calls and standard call processes. I believe that this is software can grow with your company whether you have 5 employees or 500.

Pros

Mostly reliant software with great sound quality
Great call routing features and automation
Quality call recording options (useful for escalations or PIP)
Cost effective due to the entire company using the platform (may be expensive for smaller teams)

Cons

When system is down, missed calls are lost
System support can be slow at times
Reporting capabilities could be expanded (improved dashboards)

February 2017

Joshua from Moxi Works

Company Size: 51-200 employees


Ease-of-use

3.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

February 2017

From Rocky to Rockin'

We've been with inContact since 2013. Our initial start was very rocky. We had several staff/contact changes at inContact, inconsistent/conflicting information and instructions, and poor documentation. Since then, inContact has completely turned this around. This is thanks in large part to the excellent efforts of our Technical Account Manager and his team. His support is excellent and response time is great. Updates made to the Knowledge Base and technological updates have all helped to make inContact something I gladly recommend. My only complaint is that their site is still not mobile friendly which makes it hard to make changes, such as our hours of operation, on-the-go.

Pros

Technical Account Manager's support has been excellent. Features work well.

Cons

Their interface needs to be responsive/mobile-friendly and reporting could be a little easier to use.

September 2018

Kathy from Findhelp Information Services

Company Size: 51-200 employees

Review Source


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

September 2018

Successful business transformation through integrated contact centres

Pros

incontact is an excellent scalable platform for expansion/integration
incontact seems to be very much in touch with evolving customer needs
Customer support and customer communication is very good and sometimes surprisingly transparent
Integration of chat and email for a unified agent queue allows agents to work from a single platform
Integrated agent and phone application allows agents to work from home without specialized software on their home computers.
options



Cons

Customer support is usually so good that it's disappointing when inContact occasionally doesn't live up to it's own standard
I wish the company had a service centre in Canada although their service offerings port fairly well across the border

November 2016

Sean from CIOX Health (formerly HealthPort Technologies)

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

November 2016

Thoughts of a Collector

Our company starting using InContact three years ago to begin managing the expectations and KPI's that we set for our contact center agents. I was brought in just for this purpose as a way to manage this platform and ensure we are getting the productivity that was promised. Not only has InContact performed as promise bu