NICE inContact

Cloud Contact Center Software

4.2 /5 (416 reviews) Write a Review!

NICE inContact Overview

What is NICE inContact?

NICE inContact works with organizations of all sizes to create extraordinary and trustworthy customer experiences that build deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, enabling an exceptional agent and customer experience—every time and on every channel. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global leadership can help you transform every experience and customer relationship for lasting results.

NICE inContact is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG.

• Industry’s best-published SLA of 99.99%
• Industry's only guaranteed voice SLA
• 390,000+ cloud contact center agents
• 150+ countries
• 85+ Fortune 100 customers

NICE inContact Overview

Pricing

Starting from
$100.00/month

Pricing options

Free Trial
Subscription
Value for money

NICE inContact Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, India and 4 others, Japan, Germany, Brazil, Mexico
Supported Languages
Chinese (Simplified), Chinese (Traditional), English, French, German and 6 others, Italian, Japanese, Korean, Portuguese, Russian, Spanish

Media

NICE inContact video NICE inContact video NICE inContact video NICE inContact screenshot: NICE inContact screenshot: NICE inContact screenshot: NICE inContact screenshot: NICE inContact screenshot:

NICE inContact Reviews

NICE inContact Reviews

Overall rating
4.2
/
5
Excellent
175

Very good
166

Average
50

Poor
17

Terrible
8

Value for Money
3.9
Features
4.1
Ease of Use
4.2
Customer Support
3.9
82% recommended this app
Travis G.

Swiss Army Knife

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


Warren J.

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.


Anallyn T.

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 :).


Verified Reviewer

Omnichannel, Multi-site, International Contact Center

InContact has allowed us to increase flexibility in handling contacts across multiple sites. We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact. Like any tool, there is pros and cons. We have had to adapt some of our business practices to the tool. It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.).


Emily M.

InContact Review


Travis G.
Industry: Computer Software
Company size: 51-200 Employees

Swiss Army Knife

Used Daily for 2+ years
Reviewed on 27/10/2020
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Warren J.
Industry: Nonprofit Organization Management
Company size: 1,001-5,000 Employees

Have been using NICE inContact since 2009

Used Daily for 2+ years
Reviewed on 25/06/2020
Review Source: Capterra

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.

Response from NICE inContact

Thanks for your feedback, Warren!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Anallyn T.
Industry: Banking
Company size: 10,000+ Employees

NICE inContact for Call Center Management

Used Daily for 6-12 months
Reviewed on 17/11/2020
Review Source: Capterra

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.

Rating breakdown

Ease of Use

Likelihood to recommend: 8.0/10

Verified Reviewer
Industry: Hospitality
Company size: 51-200 Employees

Omnichannel, Multi-site, International Contact Center

Used Daily for 2+ years
Reviewed on 11/11/2019
Review Source: Capterra

InContact has allowed us to increase flexibility in handling contacts across multiple sites. We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact. Like any tool, there is pros and cons. We have had to adapt some of our business practices to the tool. It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.).

Pros

InContact allows us to utilize our global staff to ensure our guests receive prompt response time to their phone calls, emails, and chats. We are able to skill and staff our agents across multiple sites to increase efficiency. The software was easy to learn and adapt to for our users when we switched. The tool gives us access to data both real-time and historical needed to make decisions and operate effectively. We are able to have multiple tools (WFM, Quality, ACD, Reporting, etc.) in one platform.

Cons

We skill agents with both voice and digital (email and chat) skills. Because InContact treats chat as a digital media type, it will route both chats and phone calls at the same time which is challenging and limits our ability to utilize the omnichannel feature as we would want to.
Without case ownership on email, each reply after the initial email may route to a different agent, which creates challenges with continuity of the communication.
Email reporting has been and continues to be a challenge. It is difficult for us to see how many emails were handled on a certain day if the email was handled on a different day than when it came into the system.

Response from NICE inContact

Thank you for your detailed review. We are always working to improve our software. We will pass along your valuable insight to our development teams.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Emily M.
Industry: Hospitality
Company size: 10,000+ Employees

InContact Review

Used Daily for 2+ years
Reviewed on 21/05/2020
Review Source: Capterra

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.

Response from NICE inContact

Thanks for your detailed review, Emily!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
7.9/10
Based on 416 user ratings
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NICE inContact Pricing

NICE inContact Pricing

Starting from
$100.00/month
Free Trial
Subscription
Value for money
Value for Money
3.9/5
Based on 416 user ratings
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NICE inContact Features

NICE inContact Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Analytics
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.1/5
Based on 416 user ratings
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Categories

Additional information for NICE inContact

Additional information for NICE inContact

Key features of NICE inContact

  • ACD universal queue for multi-communication channels
  • Agent scripting
  • Automated speech recognition (ASR) and text-to-speech (TTS)
  • Automatic call back
  • ECHO customer feedback
  • Multi-channel ACD
  • Personal connection™ predictive dialer
  • Quality management
  • Reporting & analytics
  • Skill-based routing
  • Smart inbox™
  • Social, chat, phone, email
  • Supervisor On-The-Go™
  • Verint speech analytics engine
  • Workforce management
  • Workforce optimization

Benefits

- The service operates in a carrier-grade, geographically redundant environment with guaranteed 99.99% availability

- Intelligent call suppression - Verifies if the business or individuals you are calling are on a tailored suppression list.

- Agent scripting - Build custom individual agent screens or scripts. Create decision trees and design your agents work flow.

- Multi-number hosted predictive dialing - Define custom retry option for up to 20 phone numbers.

- Message lay-down campaigns to dial contacts and lave automated messages without the need for agents

- Automatic call-back for customers who don't want to wait in the queue. You can also set up a scheduled callback at the customer's desired time.

- Integrate with custom built CRMs and third party solutions such as Salesforce, Microsoft Dynamics CRM, and Oracle RightNow.

- Automated Speech Recognition and Text-to-Speech is available in multiple languages

- Speech analytics software helps to identify top concerns and the most important calls based on specific criteria. Use custom call tags to categorize calls by customers' reasons for calling.

- Quality management tools include role-based scorecards with KPIs, integrated eLearning and coaching management, speech analytics, customized evaluation forms, synchronized audio and screens for recorded interactions.

- Smart Inbox™ delivers calls based on specific call data such as DNIS, ANI, call duration and direction.

- Workforce Management can be used to forecast customer demand and schedule and manage staff. Use real.time visibility into staff availability and call volumes, as well as historical workload trends to create optimal schedules.

NICE inContact FAQs

NICE inContact FAQs

Below are some frequently asked questions for NICE inContact.

Q. What type of pricing plans does NICE inContact offer?

NICE inContact offers the following pricing plans:

Starting from: $100.00/month

Pricing model: Subscription

Free Trial: Not Available

Q. What are the main features of NICE inContact?

NICE inContact offers the following features:

  • ACD universal queue for multi-communication channels
  • Agent scripting
  • Automated speech recognition (ASR) and text-to-speech (TTS)
  • Automatic call back
  • ECHO customer feedback
  • Multi-channel ACD
  • Personal connection™ predictive dialer
  • Quality management
  • Reporting & analytics
  • Skill-based routing
  • Smart inbox™
  • Social, chat, phone, email
  • Supervisor On-The-Go™
  • Verint speech analytics engine
  • Workforce management
  • Workforce optimization

Q. Who are the typical users of NICE inContact?

NICE inContact has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Mid Size Business

Q. What languages does NICE inContact support?

NICE inContact supports the following languages:

Chinese (Simplified), Chinese (Traditional), English, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish

Q. What type of pricing plans does NICE inContact offer?

NICE inContact has the following pricing plans:

Subscription

Q. Does NICE inContact support mobile devices?

NICE inContact supports the following devices:

iPad

Q. What other apps does NICE inContact integrate with?

NICE inContact integrates with the following applications:

Balto, Brand Embassy, Castel Detect LIVE, Cherwell Service Management, ExecVision, Gong.io, IMIconnect, Inbenta, Salesforce Service Cloud, Zendesk

Q. What level of support does NICE inContact offer?

NICE inContact offers the following support options:

Knowledge Base, Phone Support, Video Tutorials