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NICE inContact

3.9
(44)
Optimized for quick response

Nice inContact helps call centers around the globe create profitable customer experiences through its portfolio of cloud-based call center software solutions.

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NICE inContact Features

Inbound CCI Features

Automatic Call Distribution (ACD)

Intelligently route calls to the agent most qualified to handle the customer's needs. ACD can route calls either through pre-determined rules or advanced call distribution algorithms.

90%
(Based on 21 reviews)

Call Summary Notes

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

75%
(Based on 16 reviews)

Interactive Voice Response (IVR)

Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents.

81%
(Based on 19 reviews)

Call Routing

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

86%
(Based on 21 reviews)

Call Queuing

Callers can be routed to a queue or placed on hold until an agent becomes available.

87%
(Based on 22 reviews)

Dialing Options

Preview Dialing

Presents information about the individual being called before the call begins.

Not enough data available

Progressive Dialing

Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

Not enough data available

Predicitive Dialer

Uses an algorithim to predictive when an operator will be available to handle their next call.

Not enough data available

Outbound CCI Features

Regulatory Compliance

Import and manage do not call (DNC) requests in order to ensure compliance with local and federal regulations.

83%
(Based on 16 reviews)

Concurrent Calling

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

85%
(Based on 12 reviews)

Dialing Tools

Automate calling with tools such as predictive dialing in order to maximize agent productivity. Determine a call-to-agent ratio that automatically places the optimal number of calls to place to reduce abandonment rates.

82%
(Based on 14 reviews)

Click-to-Call

Allow agents to place calls directly from business applications such as CRMs, contact center workforce solutions, or customer websites without having to manually dial numbers.

84%
(Based on 16 reviews)

Call Recording & Playback

Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

81%
(Based on 21 reviews)

Agent Tools

Omnichannel

Ensures that the caller experience is seamless across their entire call.

Not enough data available

Whisper Coaching

Allows a supervisor to listen to a call and train in real time.

Not enough data available

Callback Scheduling

Reschedules calls within the software itself, either through a prompt or by the agent themselves.

Not enough data available

Call Recording

Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Not enough data available

CCI Platform Features

Custom Toll-Free Numbers

Purchase local or international toll-free numbers to call customers from familiar numbers, and let customers easily call local numbers that can then be routed to specific agents according to geography.

89%
(Based on 20 reviews)

Contact Database Management

Capture and manage contact information, either through an internal database or a CRM system.

76%
(Based on 16 reviews)

Administrator Access

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

89%
(Based on 22 reviews)

Reporting & Dashboards

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

82%
(Based on 23 reviews)

Computer-Telephony Integration (CTI)

Link agent computer terminals to the ACD system to provide access to features such as click-to-call, CRM integration, and screen pops. Screen pops notify agents of incoming calls and provide call summary notes before the call is answered.

85%
(Based on 18 reviews)

Automation

Voice Detection

Decides response type by determining if voice is a human response or an answering machine.

Not enough data available

Voice Broadcast

Presents a prerecorded audio message when the call is answered.

Not enough data available

Interactive Voice Response (IVR)

Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents.

Not enough data available

Call Scrubbing

Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry.

Not enough data available

API / Integrations

Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications.

Not enough data available