About NICE inContact Hosted Call Center

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 an...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic)

439 Reviews of NICE inContact Hosted Call Center

Average User Ratings

Overall

4.17 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(188)

188

4 stars

(171)

171

3 stars

(53)

53

2 stars

(17)

17

1 stars

(10)

10

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 439 results

October 2020

Travis from Ivinex

Verified Reviewer

Company Size: 51-200 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

October 2020

Swiss Army Knife

They are a fair and firm company that says what they will do, and they do what they say.

Pros

There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.

Cons

I wish that there were sentiment analysis for the SMS side of the omnichannel.

Reasons for Choosing NICE inContact Hosted Call Center

It had all of the products ready to go for omnichannel.

Reasons for Switching to NICE inContact Hosted Call Center

I needed HIPAA compliance and a 99.99% SLA.

June 2020

Warren from FamilySearch

Company Size: 1,001-5,000 employees

Industry: Non-Profit Organization Management

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2020

Have been using NICE inContact since 2009

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.

Pros

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.

Cons

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.

Reasons for Choosing NICE inContact Hosted Call Center

It was hands down a better solution than Siebel. Back then UCN then inContact and now NICE inContact was willing to help out in any way they could. When we first started we needed more languages than what they initially offered and they went out of their way to add those languages to their platform.

Reasons for Switching to NICE inContact Hosted Call Center

Siebel was problematic and not user friendly. As an end user I hated it.

Response from NICE inContact

Replied July 2020

Thanks for your feedback, Warren!

March 2020

Miles from Peek.com

Company Size: 51-200 employees

Industry: Computer Software

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

2.0

Customer support

1.0

Functionality

2.0

March 2020

Terrible Onboarding Experience

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.

Pros

Up time is good, WFM integration with the basic telephony is nice.

Cons

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.

Reasons for Choosing NICE inContact Hosted Call Center

More features and functionality

Reasons for Switching to NICE inContact Hosted Call Center

More features and functionality.

Response from NICE inContact

Replied April 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 corporatecommunications@niceincontact.com. Thanks so much for your feedback.

November 2020

Anallyn from FIS

Company Size: 10,000+ employees

Industry: Banking

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Functionality

4.0

November 2020

NICE inContact for Call Center Management

At first I was skeptical with NICE inContact since I am used to using the other NICE application. After several updates made with NICE inContact collaborating with our Voice Team, the experience has been better especially loved the web player option :).

Pros

Since we started using NiC in March due to the global pandemic, we have since observed several upgrades in the functionalities/capabilities. 1. We have the option to remove download capabilities to certain users for InfoSec compliance since our company is a financial organization. 2. We no longer need 8x8 to play the call as it now has the web player functionality thus makes it easier to listen to calls. 3. We can now track the actual dead air and hold time which is critical to the call center as part of us monitoring the AHT and efficiency of our associates. 4. Clear definition of why a call was disconnected such as Agent Hung Up, Contact Hung Up, Agent Phone Disconnected, OB call interrupted and so on.

Cons

Some of the thing s I least like with the software are. 1. NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error. 2. There are times that customer could not hear agent on the other line yet or vv. We did a test in the past where we listen to the call live and listened to the call after being recorded.

Reasons for Switching to NICE inContact Hosted Call Center

It seemed like our organization was due to move platforms and one of them is NICE inContact.

May 2020

Emily from Alterra Mountain Company

Company Size: 10,000+ employees

Industry: Hospitality

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

May 2020

InContact Review

Pros

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.

Cons

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.

Reasons for Choosing NICE inContact Hosted Call Center

We had already done our due diligence by the time we started evaluating Five9 and they seemed very comparable.

Reasons for Switching to NICE inContact Hosted Call Center

InContact was more user friendly. Enghouse required IT support for us to make any changes, with additional cost associated for their support. Cloud based. Ability to add additional users easily, all over the country.

Response from NICE inContact

Replied July 2020

Thanks for your detailed review, Emily!