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
Speech Analytics Software
Vendor has not completed this information.
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
Miles D.
-
Overall Rating3 /5
-
Ease of Use2 /5
-
Features & Functionality2 /5
-
Customer Support1 /5
-
Value for Money2 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 11/03/2020
"Terrible Onboarding Experience"
Comments: 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.
Vendor Response
by NICE inContact on 08/04/2020
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 [email protected]
Thanks so much for your feedback.
- Reviewer Source
- Reviewed on 11/03/2020
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
Shelly W.
-
Overall Rating4 /5
-
Ease of Use3 /5
-
Features & Functionality4 /5
-
Customer Support5 /5
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 12/12/2019
"Dec.2019_3M_US_Admin_Support_inContact"
Comments:
Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
Great experience
Pros: The details offered to discover path of contacts, simple process of escalating issues, and efficiency of setup of users and ACD elements are the best I've dealt with in my 25 years of ACD phone support. Our TAM is amazing & knows her stuff. Reports are capable of great detail
Cons: Because of the open structure to access so much detail, it takes time to analyze what everything means. The integration with Salesforce is wonderful, but seems a challenge to avoid daily errors; often clearing cache and cookies...I know this has much more to do with 3M's network and Salesforce, but everyone thinks it is the phone that causes the problem. We tried to standardize ACD routing setup, however, the cleanup from each deployment sent us down custom paths again; I understand the goal to eventually streamline with the Global Scripts - this is the right thing to do and will make things better, it will just take awhile to get there.
Vendor Response
by NICE inContact on 06/01/2020
We're so happy to hear about your great experience! Thank you, Shelly!
- Reviewer Source
- Reviewed on 12/12/2019
