NICE inContact

NICE inContact

(32)
3.7 out of 5 stars

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 review by <span>Gretchen G.</span>
Gretchen G.
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InContact - Powerful cloud solution that fits all of your needs

What do you like best?

I like the strong protection of not having to maintain my own hardware and knowing that inContact is always upgrading their software, ensuring multiple location redundancies, and always looking out for its clients. I have learned to do many valuable things with their software, such as allowing the scripting platform to look at incoming phone numbers and route them based on the origination place.

What do you dislike?

The only thing I dislike is the fact that I do not have the ability to 'drag and drop' a call from a dashboard. If a call is holding in queue and we don't have sufficient agents available with that skill, it takes several clicks away to get that skill assigned to someone else. We woudl like to just grab the call and throw it at an agent, but we realize that is wishful thinking!

Recommendations to others considering the product

100% recommend to others! The ease of use and easy setup will allow people who are not IT professionals by nature to also be able to setup and maintain the system.

What business problems are you solving with the product? What benefits have you realized?

We have been able to scale our business and handle large volumes of traffic by utilizing their software. We have purchased their new WFO software and we will be beta testing it very soon.

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NICE inContact review by Administrator in Computer & Network Security
Administrator in Computer & Network Security
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We have had lots of issues

What do you like best?

Integration with Salesforce is a good idea, once you get it set up properly.

What do you dislike?

Their communication internally is not good. We have been passed off from contact to contact without much knowledge transfer, and alot of our requests have been lost in the shuffle. We have had many issues over the course of this implementation.

Recommendations to others considering the product

You have to stay on top of these guys and make sure everything is documented. We have had so many issues with go-live and minimal support and guidance to avoid these issues. The product is also not intuitive to use at all and they do not seem open to our feedback. If I were evaluating products like this for the team to use, I would make sure to look at what else is out there and not necessarily go for the cheapest solution. There are lots of other vendors out there that do what InContact does, but better.

What business problems are you solving with the product? What benefits have you realized?

We intend to utilize the Salesforce implementation for our support agents, but at the moment we implemented MVP due to issues with go-live. We are hoping the Salesforce integration can automate many of the smaller repetitive tasks our agents do.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
NICE inContact review by User in Writing and Editing
User in Writing and Editing
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Incontact is an all around system

What do you like best?

I like using incontact for work cause it streamlines your login information, easy to access data when needed and also its easy to log in and out of. I like the look of it and it seems to be user friendly.

What do you dislike?

I dont like when it freezes up when trying to change statuses or log out of it. You could be stuck in a loop mechanism with client calls continually being routed to you or even missing out on potential client calls.

Recommendations to others considering the product

Its a good system to use for any business that deals with call taking and wanting to streamline data all in one place.

What business problems are you solving with the product? What benefits have you realized?

I like that it streamlines the call center experience in being able to take calls, code the data and even retrieve data if needed. Its also user friendly and not to hard to learn how to use it.

NICE inContact review by Administrator
Administrator
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Capable and lightweight telephony system that is flexible and extensible but lacks some features.

What do you like best?

The system is scalable from a handful of users to hundreds and is nearly infinitely customizable from a customer engagement perspective. Since nearly everything is web based, its platform agnostic and runs on commodity hardware without issue. Getting users up and running can be accomplished remotely and with minimal hassle.

What do you dislike?

Some of the more advanced contact center features like AI chatbots and knowledge base integration are either half baked or hard to implement. Further, advanced scripting changes have to be either by their billable professional services or by an archaic back end editor that only runs in Windows (or VMs)

Recommendations to others considering the product

Make sure you plan you product road map before you design your call scripts so you have more flexibility in the future.

What business problems are you solving with the product? What benefits have you realized?

Enhancing and increasing customer engagements. Providing as many touch points for customer interaction while minimizing the staff needed to address them.

NICE inContact review by Administrator
Administrator
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InContact has allowed us to grow our business over the course of the past five years

What do you like best?

I like how their dashboards work. They make it easy to create new skills and monitor those using real time dashboards.

What do you dislike?

They need to have the ability to create agent profiles. Our company has a lot of skills and every time we have a new agent start, you have to add all skills manually instead of just clicking a button to add a profile that already has those skills assigned

What business problems are you solving with the product? What benefits have you realized?

Helping us to make more outbound call attempts within a much faster time frame and create automated call strategies within their scripting architecture to where we can deliver voicemails without the need for human intervention

NICE inContact review by Administrator in Marketing and Advertising
Administrator in Marketing and Advertising
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Reviewed On

Best In Class

What do you like best?

The reliability and stability are unmatched. Great features that work together seamlessly. Least amount of down time I've ever seen.

What do you dislike?

The interface isn't exactly pretty. Even with their 17.1 release it still looks about 10 years old which was in improvement on the late 90's look it's had since the late 90's.

Recommendations to others considering the product

Do a thorough evaluation. Bring in all the players. Don't keep it siloed to just IT. The contact center affects vastly more pieces of the company than most realize. Read the reports that are published; buy at the end of the quarter to get the best deal.

What business problems are you solving with the product? What benefits have you realized?

InBound and OutBound contact center for a company with about 50 agents. The new WFM tools from Nice are nice but still need of some work. Scheduling people is easy. The dialer is unparalleled. The omnichannel routing is easy to setup and modify on my own.

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