NICE inContact Call Center Software

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.

Best Enterprise Software

Pros

Customizability of all things workforce management. Integrated ACD.

Cons

There isn't one thing I've come across that I dislike.

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)

NICE Use as a Contact Center Supervisor

Pros

As a normal user that doesn't have to make any edits in the program, its very easy to use and navigate. The schedules are displayed in a way that aren't confusing and easy to understand.

Cons

As a supervisor, I have to enter activities into their schedule, I don't like that these activities are not approved right away. I think every user who has access to enter activity codes should have the ability to have said activity codes posted to an employees schedule right away instead of them pending for a certain length of time.

Easy To Use

Everything from the set up to the customer service has been awesome.

Pros

We switched to Nice inContact two years ago and the ease of using it for reports, looking up information, and setting up agents is great. It gives management, not just IT the opportunity to make changes to call routing and agent set up.

Cons

Like any other phone software you risk the chance of the system going down, hence you loos calls.

inContact-excellent products and service

Pros

The products are reliable, relevant and always being moved forward to be on the cutting edge of technology and demand from clients.

Cons

There is nothing that I don't like but things that I am looking forward to being able to incorporate such as a more sophisticated voice of the customer tool and real time authentication in the cloud using voice biometrics.

Nice InContact as a contact center & WFM Solution

Pros

I love the dashboards and reporting capabilities of the tool. As a WFM administrator being able to pull accurate data that can be quantified and analyzed is extremely important in my work.

Cons

I do wish the automated options in the time off manager allowed time off to be based on interval staffing as opposed to just a set number of hours allowed off each day. Overall the time off manager works great, there are just times that something a little more specific automation types would be helpful.

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

Implementation is a Breeze

Truly a fabulous experience. Engaged team always willing and able to help.

Pros

Implementation from design to going live took only 90 days and we converted in a single day. Once installed - ease of use and ability to work from any location (web access) makes this a truly flexible solution that drives improved productivity and improves ROI.

Cons

Customization, if needed, can be done but can be complex to execute. As long as requirements are clear and communication is consistent - will be executed but any gaps in requirements may cause the outcome to be unexpected.

Good Product

Pros

Added efficiency to our call flow and has great reporting capabilities as well as flexibility for customization

Cons

Overseas service is sometimes a pain to work with and can be very slow to respond at times..........

grest product, flexible.

Pros

great product, very flexible, self programmable, can make changes on the fly if you know how, support is pretty responsive on urgent issues.

Cons

cost of product could be better - I would recommend for large clients but may not be cost effective for smaller.

Crystal clear

Pros

The sound quality is excellent. Customer always hear me loud and clear. I have never experiences poor sound quality, no static or interference.

Cons

Some times the dialer runs a little a head of it self and connects a call too quickly.

great phone system!!

Pros

I used this software at my sales job and it made my life a lot easier. The different dialer settings allowed me to distinguish whether I was on break, lunch, available, in a meeting, etc.

Cons

The system would often freeze up when switching between settings and would force me to reboot my system.

InContact Call Software

Pros

InContact provides an easy way to make make phone calls from your computer. The calls are recorded which provides important data/information that is used for auditing & quality purposes.

Cons

InContact appears to have a lag in regards to the accuracy of the number of calls a person has made.

Nice InContact review

We have seen some significant outages recently that have to be addressed and they need to address some shortcomings within the support structure, but the product continues to allow us to reach out to many more students than before

Pros

Ease of setting up new skills and creation of dashboards

Cons

Need more flexibility around building agent skill profiles and allow for more landscape to work with in the building of real time dashboards

inContact - Powerful and Easy to use and configure

We have used inContact's software for 6 years now and it has helped our business scale on short notice. We have had a very good overall experience and highly recommend.

Pros

InContact's platform is very versatile and flexible allowing for multiple configurations. We have a very diverse setup and it is easy to customize, well laid out, and easy to restrict access for different profiles in the company.

Cons

I haven't found many drawbacks to this software, in fact, the more we use it and the more updates they do, the better it gets!

Remote Agents

Pros

I love the scalability and the flexibility to add agents or remove agents. Adding lines or ports when need to peak times of the year. I like being able to change my routing / scripts as needed and not having to wait on a developer.

Cons

I really have nothing on the software that I am not happy with.

Great results with an easy to work with staff

The NICE in Contact team are always responsive and ready to help me get the results I am looking for

Pros

Features and functionality gives me many options and alternative to ensure we operate as efficiently as possible

Cons

not much there is plenty of option and never sure I am fully leveraging all the good stuff you have available.

Excellent Service

In one word - Amazing and Fabulous service :)

Pros

Good Quality
Easy to Use
Easy to implement
Scope for customization according to business need

Cons

Restricted to certain countries
Pricing model should be more open so customer can choose the billable model to get price advantage

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.