NICE inContact Call Center Software


 

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.

 

NICE inContact Cloud Contact Center - Add a user
 
  • NICE inContact Cloud Contact Center - Add a user
    Add a user
  • NICE inContact Cloud Contact Center - Contact history report
    Contact history report
  • NICE inContact Cloud Contact Center - Security profiles
    Security profiles
  • NICE inContact Cloud Contact Center - Add a station
    Add a station
  • NICE inContact Cloud Contact Center - InContact agent
    InContact agent
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

98 Reviews of NICE inContact Cloud Contact Center

 

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Software Advice Reviews (38)
More Reviews (60)

Showing 1-20 of 38

Amy from 211 LA County
Specialty: Non-Profit
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

inContact-excellent products and service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

William from Telecommunications
Specialty: Telecommunications
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

Nice InContact as a contact center & WFM Solution

Ease-of-use

Functionality

Product Quality

Customer Support

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.

Review Source
 
 

Kathy from Findhelp Information Services
Specialty: Non-Profit
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

Successful business transformation through integrated contact centres

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source
 
 

Sarah from Wunderman Data Management, LLC
Specialty: Media
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

September 2018

September 2018

Implementation is a Breeze

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

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.

Review Source
 
 

Martin from BAYADA
Specialty: Healthcare / Medicine
Number of employees: 10,000+ employees Employees number: 10,000+ employees

September 2018

September 2018

Good Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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..........

Review Source
 
 

Hyon from AllCovered Inc.
Specialty: Software / IT
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

September 2018

September 2018

grest product, flexible.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Hannah from Gap Inc.
Specialty: Retail
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2018

May 2018

It is what you put into it

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Jeremy from Sarcos
Specialty: Engineering
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Super Powerful but hard

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

NICE inContact has done a wonderful job with user functionality on the front end, ease of use for call transfers including internal and external.

Cons

Call center implementation is very expensive, but you also get what you pay for. More recently there are bugs of users numbers not routing correctly.

Review Source
 
 

Maria from Epsilon
Specialty: Other
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

March 2018

March 2018

Overall positive experience.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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

I wish there were more ad hoc reports and customizable reports associated to schedule adherence. They fall a bit short in that arena.

Review Source
 
 

Richard from Credit First National Association
Specialty: Banking
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2017

December 2017

Less on-site equipment a real value for the money. All software updates are included with the monthly fee's.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I must say the inContact support personnel that I have worked with are Professional and very Pleasant to work with. I have been building Call Centers since technology grew to the point you could successfully build Mega Centers. I have Managed Call Centers from 50 CSR's to 1200 and inContact allows me to Manage the complete site with much less on-site support people and less DBA's to work in the back ground. I Love this product and would recommend it to anyone that wants a Professional managed Call Center.

Pros

Easy scripting and functionality built in and easy to change in the event the business changes. To Administer the inContact platform you must have IT and Telephony experience. The system is designed to put more control directly in the hands of the Managers and Supervisors. With very little training the Management staff can manage the business and get detailed reports in a matter of minutes.

Review Source
 
 

Ankit from International Flavors & Fragrances
Specialty: Engineering
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

December 2017

December 2017

Easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Useful for big lists not managing virtual account management.

Pros

Easy to transfer to different departments/individuals.
It is easy to transfer calls to coworkers and see who is available or unavailable for a call.

Cons

Every once in a while an outside call not for our organization would come through my in contact number.
Sometimes the system has glitches and can run slow.

Review Source
 
 

Hyon from AllCovered Inc.
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

February 2017

February 2017

InContact is easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

it is easy to build call routing with the tools provided.

Pros

studio

Cons

cost, cons of having the service in the cloud.

 
 

Sharmain from Tailored Finance Inc
Specialty: Mortgage
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2017

February 2017

Mortgage

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Loved the overall functions of this Crm it is great for my industry. The Crm allows you to run your company with the confidence that you can stay on top of the day to day business and acts like a key member of your team.

Pros

I love the fact that it works perfectly with filogix system and that it is tailor made for the Mortgage industry.

Cons

The price for single use

Advice to Others

If you want to run your mortgage brokerage seamlessly you need try this crm

 
 

Ari from iostudio LLC
Specialty: Advertising
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Good product, Good platform

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

inContact is a good multichannel customer care platform. Descent pricing and many available features.

 
 

Joshua from Moxi Works
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

From Rocky to Rockin'

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Advice to Others

Pay for the monthly Technical Account Manager. It's $ well spent.

 
 

Warren from FamilySearch
Specialty: Non-Profit
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2017

February 2017

inContact is awesome

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I started as a new Telecom manager and admin last June. The amount of support and help I have been given by inContact has been fantastic. I would have definitely failed if it weren't for inContact's software and service.

Pros

Adaptable and robust if you want to do it or need it done inContact can help find the solution.

Advice to Others

If you are wanting to have a successful call center it is important to have a success package

 
 

Carlos from Streamline VRS LLC
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

BUYER BEWARE: Make sure your read the fine print on contract and confirm 100% that the features you want do not have hidden costs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I spent a long time researching software solutions in the industry to create a full integration with our software platform. During the sales process, the sales person made statements that were not accurate. I was led into believing my costs would be constant per user and it turned out to be a lie.
Upon our launch, we had scheduled to bring out their training staff to help train our employees. They sent someone who sat in our office for 2 days and was not able to help anyone. This person actually left early while he was there and every question that was asked, he did not have a response. He would have to call someone else.
After we signed our contract, everything turned into $$$$ for this, $$$ for that.
I have never felt so deceived in my life. The sales person even used the fact that he was having a child to coerce me to sign the contract with his relentless approach. I should have sniffed this out during the sales process.
While they have some features that are nice, everything has started to unravel. I lost a client because of the number of dropped calls that they have had.
When we were first launched, there were countless issues with the configuration that caused us to lose calls, voicemails and essentially tarnished our image to our clients.
It was very clear that no one understood what I was sold because I have been around nearly every department possible at that company. Reseller, Affiliate, you name it.
The most disturbing part of all of this was the convenient negligence from their sales team that I could get the same exact thing I was being sold by going through Ring Central directly. The sales person knew EXACTLY what I wanted. I was crystal clear because I knew this would be a problem. I am just warning you to make sure you are VERY careful with the purchase of this product.
Don't be fooled by 90% off discounts on their contracts. It just lures you in and then they will nickel and dime you for every little thing.

Pros

Gives the flexibility to write you own scripts, if you have the knowledge to do so. Otherwise, you are paying.

Cons

Too long and complicated to set up
Too many random issues that we had to figure out ourselves
No mobile solution
SMS support is too pricey.

Advice to Others

Be very careful if you plan to purchase this product. I was sold a product that did not resemble what I requested.
I was very clear and upfront in regards to what I needed/wanted from a product. I was ASSURED several times, even as I shared a pricing calculation spreadsheet with our sales person, that I had to hard cost. Once the sale was finalized, my sales person completely disappeared. I was handed off to a completely new group of people who did not seem to be in tune with the sales person.
Suddenly, everything we had discussed started over.
Many of the things I was promised now cost extra money.
Do not fall victim to heavy pressure tactics from sales people. My sales person had the nerve to ask me to sign the contract as a gift.

 
 

Adam from Riskalyze
Specialty: Finance
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

I'm not sure who inContact is right for.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

You won't hear me say that inContact is the worst phone system I have ever used, but it wasn't my favorite. Reporting was difficult-impossible, We had regular call drops, and when we called Support about it they were rarely helpful.
inContact is functional, but I would often time be testing the system a minute before a call to ensure that the line was working.
I know other companies that have not had the issues we had, and maybe it's regional, but at the end of the day, the prices are not dazzlingly cheap.

Pros

The interface was easy to use and set up was quick.

Cons

Set up was quick, but we were constantly fiddling. There was just never guarantees of it being functional, and support always ranged from ok -bad.

Advice to Others

I think buying any software should be a journey, and in my opinion, there are better things to check out on that journey.

There are cheaper options and options with more integrations.

 
 

Bill from HearUSA
Specialty: Healthcare / Medicine
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2016

December 2016

Good product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I have been using the product for 2 more years, it is easy to pull reports, and uploading list is more convenient

Pros

raw data can be pulled easily

Cons

it takes a lot of time to pull more than one month long data

 
 

Gretchen from TelNet Worldwide
Specialty: Telecommunications
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

InContact is our chosen and preferred cloud based platform!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We have been in the contact center industry for a long time and have went through various vendors over the years. InContact has proven reliable year after year. Their constant upgrades to stay competitive in the industry keep us with the latest feature and their support improves every day. I highly recommend their services.

Pros

Ease of use. Ability to train multiple people on different aspects and roles. Easily configured and managed. Constantly being updated and improved. The new supervisor mode was the best improvement yet.

Advice to Others

I have extensively researched call center platforms for feature functionality and ease of use. inContact always comes out as the best investment for the cost.

 
 
 
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Showing 1-20 of 60

Paul from Draeger, Inc.
Number of employees: 10,000+ employees Employees number: 10,000+ employees

December 2018

December 2018

Call Center software with great functionality

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Joshua from Valence Health
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

Best Enterprise Software

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Customizability of all things workforce management. Integrated ACD.

Cons

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

Review Source: Capterra
 

Irv from Vixxo
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2018

November 2018

Great for a small call center

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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)

Review Source: Capterra
 


October 2018

October 2018

NICE Use as a Contact Center Supervisor

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 


October 2018

October 2018

Easy To Use

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

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.

Review Source: Capterra
 

Regina from Millenial Services
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Crystal clear

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Skielar from Mark Miller Subaru
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

great phone system!!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.

Review Source: Capterra
 


August 2018

August 2018

InContact Call Software

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.

Review Source: Capterra
 

Brad from Academic Partnerships
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

Nice InContact review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 

Gretchen from TelNet Worldwide, Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

inContact - Powerful and Easy to use and configure

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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!

Review Source: Capterra
 

Brad from VirWo
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

Remote Agents

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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.

Review Source: Capterra
 

Frank from Roadvantage
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

Great results with an easy to work with staff

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Dharma Raju from ValueLabs
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

August 2018

August 2018

Excellent Service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 

Dan from EPIC Connections
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

Nice inContact Call Center

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

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.

Review Source: Capterra
 

Brent from Generation Tux
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

Powerful Call Center Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Sage from Jeff Miller

August 2018

August 2018

Convienant and easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Scott from Infinite Green
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

Don't hestitate

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Mike from Mastec
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

August 2018

August 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 


July 2018

July 2018

Great call center technology

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Alex from Vivint Solar
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 
 
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