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NICE inContact Call Center Software

83 reviews(4.0/5)
83 reviews(4.0/5)

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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 8

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83 Reviews of NICE inContact Cloud Contact Center

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  • Brad from Academic Partnerships

    Number of employees: 201-500 employees

    August 2018

    Nice InContact review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Gretchen from TelNet Worldwide, Inc.

    Number of employees: 51-200 employees

    August 2018

    inContact - Powerful and Easy to use and configure

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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!

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Brad from VirWo

    Number of employees: 51-200 employees

    August 2018

    Remote Agents

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Frank from Roadvantage

    Number of employees: 51-200 employees

    August 2018

    Great results with an easy to work with staff

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Dharma Raju from ValueLabs

    Number of employees: 1,001-5,000 employees

    August 2018

    Excellent Service

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Dan from EPIC Connections

    Number of employees: 11-50 employees

    August 2018

    Nice inContact Call Center

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Brent from Generation Tux

    Number of employees: 51-200 employees

    August 2018

    Powerful Call Center Software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    inContact Call Center Software allowed us to seamlessly configure and operate multiple call centers as we launched our startup.

    Pros

    Very customizable. Agent friendly UI. Powerful and automated reporting.

    Cons

    Detailed configuration of the IVR could not be done in the cloud, it required a local Windows client.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Sage from Jeff Miller

    August 2018

    Convienant and easy to use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The ease of use! Once trained on the system, it was the simplest to follow. The break, unavailable and available functions made it easy to set your breaks before ending phone calls. All around great product!

    Cons

    Had a few issues with malfunctions and the dialer kicking me out of lunch while I was away. But that's technology.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Scott from Infinite Green

    Number of employees: 11-50 employees

    August 2018

    Don't hestitate

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Ability to eliminate up to 10 other contact center platforms when fully leveraged reducing cost to manage by up to 50%.

    Pros

    This CCaaS solution is as easy to use as it gets to create seamless, end to end omni-channel customer experiences. You get one record for all customer interactions which makes reporting easy. Can eliminate all complex integrations across platforms and have all capabilities in one place. No need to ever worry about an upgrade again!

    Cons

    The call routing programming can be made easier and not a punch out to another local piece of software.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Mike from Mastec

    Number of employees: 1,001-5,000 employees

    August 2018

    Ive been using incontact for 8 years now. The product is extremely easy to use and feature rich!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    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 made quickly. It allows for extreme flexibility and adjustments to business practices and processes allowing for significant cost savings and improved customer relations.

    Cons

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    July 2018

    Great call center technology

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Great call / inquiry management service.

    Pros

    The service is mature and easy to use. The services include calls, emails and chat (at least that I've used). Queing and agent setup is easy to manage and prioritize all the agents.

    Cons

    There were some challenges with the initial setup but the support was awesome. The team was helpful and made the challenges be resolved quickly.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Alex from Vivint Solar

    Number of employees: 1,001-5,000 employees

    June 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Sabriena from Fluent Home

    Number of employees: 1,001-5,000 employees

    June 2018

    Great experience! Easy to use and teach.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I like how user friendly it is. It's a great program for entry level positions. It's very appealing to the eye as well. It's not boring to look at all day.

    Cons

    It's super glitchy and our company has experienced several problems with different errors. It's complicated to teach how to resolve errors because another is bound to happen.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    May 2018

    NICE Workforce Management makes running a call center so much easier!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It is easy to view how efficient the center is, manage schedule adherence and manage our forecasting. My favorite thing though, is that agents can bid on scheduling and vacations, which allows them a voice in scheduling which they enjoy.

    Cons

    As with any robust system, there is a lot to learn. Be prepared for WFM to spend a good amount of time getting the hang of the software before launching.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    May 2018

    This is a fantastic auto dialer that's integrated seamlessly to our systems and works very well.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Our revenue and outbound call performance have both regularly increased since adopting and integrating CXone Personal Connection. Reports and quota matching have also become seamless and easy to produce.

    Cons

    We were initially concerned that we might not be connecting with more outside prospects but once we integrated the software fully, we noticed massive boosts and increases. We've been extremely satisfied since.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Hannah from Gap Inc.

    Specialty: Retail

    Number of employees: 10,000+ employees

    May 2018

    It is what you put into it

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Extremely easy set-up. In contact knows what a company needs. The layout is easy to navigate and support is phenomenal.

    Cons

    Runs pretty slow and pricing could be less complicated. It freezes up when logging out and changing statuses, very annoying.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source

  • Ryan from Sunrise Communications

    Number of employees: 51-200 employees

    May 2018

    Stay away, far far far far FAR away

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    They have a fantastic sales pitch. They promise it will do almost everything except fold your laundry.
    A web-based softphone is a pretty awesome feature to save on installing an application on a desktop and keeping it up to date.

    Cons

    Everything else.

    After 9 weeks of setup, deployment, implementation, being billed for every, single, thing, along the way. I was notified that their platform wouldn't work with the configuration agreed on at the beginning by a level 1 tech, 7 days AFTER putting in a support ticket going days without any kind of response. Somehow this missed the 2 deployments "engineers".3 networks "engineers", and everyone else involved before the 'go-live' date.

    The prices are completely out-of-line for the worst "service" they provide. The "support" is completely non-existent. Any kind of issue you have, expect at least 3 days before ANYTHING is done about it and you will still get billed for it.

    They are, by far, the worst company I've ever had the horrible experience of dealing with. For a company that boasts to be the best contact center platform on the planet, have absolutely no clue on how to make a working platform. Then to have the nerve to try and charge me to set up call recording, while charging me storage fees for files they didn't even have.

    You will save a lot of time, frustration, and even more money, by avoiding "Nice inContact".

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp

  • Balaji from Sumtotal Systems LLC

    Number of employees: 1,001-5,000 employees

    April 2018

    The Tech and the Last mile

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Maintaining a 24/7 Help desk for our organization

    Pros

    The features and functionality are thought out.
    The amount of documentation they have available is very good
    Flexibility in Scripting and its implementation in the real world is well done.

    Cons

    You should really push a Power BI based reporting engine for customers. We have developed one for ourselves in our company.
    The scripting UI feels like still left in the previous century. Both the look and feel and usability. For e.g. to connect two objects you need PERFECTLY click on the arrow and drop on the other. And there is more!

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Kris from Espyr

    April 2018

    Used on our call center

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    We started using this product 6 months ago. It is very much an upgrade over what we had before. The reporting has really help our scheduling and our ASA.

    Cons

    The main con is just learning a new application. We are still working through issues with getting the product set up properly for our call center.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • LInda from Anyone Home Inc.

    April 2018

    overall a great product/service but has complications

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    How smart and futuristic it is, I like the algorithm it uses and how it is like a smart phone but for scheduling.

    Cons

    I like least that it takes up to 6 months to get it fully functioning as it should and it doesn't update itself as often as it should.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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