Who Uses NICE inContact?
Contact centers in small, medium, enterprise and government organizations use NICE inContact CXone to deliver exceptional customer experiences across all channels digital and voice.
What Is NICE inContact?
NICE inContact is the world's #1 cloud customer experience platform. Delivering omnichannel routing, analytics, workforce optimization, automation, and AI, CXone empowers organizations of all sizes to provide exceptional customer experiences.
NICE inContact Details
NICE inContact
https://www.niceincontact.com
Founded 1997
NICE inContact pricing overview
NICE inContact does not have a free version and does not offer a free trial.
Free Version
No
Free Trial
No
NICE inContact deployment and support
Support
- 24/7 (Live Rep)
- Business Hours
- Online
Deployment
- Cloud, SaaS, Web
Training
- In Person
- Live Online
- Webinars
- Documentation
NICE inContact Features
Auto Dialer Software
- CRM
- Call Disposition
- Call Recording
- Call Scheduling
- Call Scripting
- Power Dialer
- Predictive Dialer
- Preview Dialer
- Progressive Dialer
Call Centre Software
- Blended Call Centre
- Call Logging
- Call Recording
- Call Scripting
- Campaign Management
- Escalation Management
- Inbound Call Centre
- Interactive Voice Response (IVR)
- Manual Dialer
- Outbound Call Centre
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real-time Chat
- Reporting/Analytics
Call Recording Software
- Archiving
- Call Tagging
- Distributed Call Recording
- Event Triggered Recording
- File Transfer
- On-Demand Recording
- Record & Playback ability
- Scheduled Recording
Customer Service Software
- Alerts / Escalation
- Appointment Management
- Call Centre Management
- Email Management
- Knowledge Base
- Live Chat
- Performance Metrics
- Queue Management
- Self Service Portal
- Social Media Integration
- Surveys & Feedback
- Virtual Assistant
- Workflow Management
Help Desk Software
- Alerts / Escalation
- Automated Routing
- Call Centre Management
- Customisable Branding
- Document Storage
- Email Integration
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Macros/Templated Responses
- Multi-Channel Communication
- Network Monitoring
- Real-time Chat
- Remote Access/Control
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Ticket Management
- Workflow Configuration
IVR Software
- Call Centre
- Call Logging
- Call Recording
- Call Routing
- Multiple Scripts
- Phone Key Input
- Survey Management
- Text to Speech
- Voice Customisation
- Voice Mail
Predictive Dialer Software
- Call Monitoring
- Call Recording
- Call Scheduling
- Call Transfer
- Campaign Management
- Campaign Specific Caller ID
- FCC Compliance
- FTC Compliance
- Lead Management
- List Management
Telephony Software
- Auto Dialer
- Call Centre Management
- Call Monitoring
- Contact Management
- IVR / Voice Recognition
- Predictive Dialer
- Reporting/Analytics
- Telemarketing Management
- VoIP
Workforce Management Software
- Budgeting/Forecasting
- Contractor Management
- Employee Lifecycle Management
- Employee Scheduling
- Labor Forecasting
- Performance Metrics
- Recruitment Management
- Skills Tracking
- Time & Attendance Management
- Variable Workforce
NICE inContact Alternatives
More NICE inContact alternatives
NICE inContact Reviews for UK Users
Read all reviewsOverall rating
Average score
Travis G.
-
Overall Rating5 /5
-
Ease of Use5 /5
-
Features & Functionality5 /5
-
Customer Support4 /5
-
Value for Money4 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 27/10/2020
"Swiss Army Knife"
Comments: 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.
- Reviewer Source
- Reviewed on 27/10/2020
Warren J.
-
Overall Rating5 /5
-
Ease of Use4 /5
-
Features & Functionality5 /5
-
Customer Support5 /5
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 25/06/2020
"Have been using NICE inContact since 2009"
Comments: 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.
Vendor Response
by NICE inContact on 01/07/2020
Thanks for your feedback, Warren!
- Reviewer Source
- Reviewed on 25/06/2020
Verified Reviewer
-
Overall Rating3 /5
-
Ease of Use4 /5
-
Features & Functionality3 /5
-
Customer Support4 /5
-
Value for MoneyUnrated
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 11/11/2019
"Omnichannel, Multi-site, International Contact Center"
Comments: 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.
Vendor Response
by NICE inContact on 25/11/2019
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.
- Reviewer Source
- Reviewed on 11/11/2019
Yoana H.
-
Overall Rating5 /5
-
Ease of Use5 /5
-
Features & Functionality4 /5
-
Customer Support3 /5
-
Value for Money4 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 25/09/2020
"Softphone CXone"
Comments: It's very positive
Pros: The softphone have some more and usefull features that other softphones. I feel it's easier to manage your call ( valume, status, etc).
Cons: did not found something the i do not like for now or something that is making the use harder
Vendor Response
by NICE inContact on 26/10/2020
Yoana, thanks so much for your review.
- Reviewer Source
- Reviewed on 25/09/2020
Emily M.
-
Overall Rating4 /5
-
Ease of Use5 /5
-
Features & Functionality4 /5
-
Customer Support5 /5
-
Value for Money4 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 21/05/2020
"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.
Vendor Response
by NICE inContact on 01/07/2020
Thanks for your detailed review, Emily!
- Reviewer Source
- Reviewed on 21/05/2020
