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NICE inContact REVIEW

Communications Software

8 user reviews
USER SATISFACTION 91%
OUR SCORE 8.2

What is NICE inContact?

NICE inContact is a reliable contact center management software. It is powered by artificial intelligence, which enables it to route customer calls intelligently regardless of the source channel. The same connects clients with chatbots that can engage with them online in the absence of human agents. This way, clients get the proper assistance they receive with little to no delay.

NICE inContact also offers actionable analytics. With the insights it provides, you can optimize your workforce’s performance to improve the delivery of service. As a result, you can foster employee self-improvement for the greater happiness of your audience.

Overview of NICE inContact Benefits

Omnichannel Routing

Regardless of the source channel, NICE inContact can route customers to the right agents. This lets your agents provide them with accurate and speedy assistance for their queries and issues as well as personalized service that takes into consideration their profiles. This results in greater client satisfaction since they have their questions answered and their issues resolved in a timely manner.

Actionable Insights

NICE inContact empowers you to transform and optimize your processes continually with its analytics. It draws data from customer-agent exchanges and employee performances. With the results it provides, you can create a data-driven culture wherein decision-makers make intelligent and informed choices.

Empowered Employees

The way towards client satisfaction and company growth is through your employees. To that end, NICE inContact helps empower your workforce with tools that promote task ownership and accountability. This way, they can improve their skills and knowledge and apply those to their tasks.

Automation and AI

The efficiency with NICE inContact is driven by automated tasks and AI-powered features. It lets you focus on critical tasks because it completes mundane and redundant tasks for you. Apart from that, it accelerates customer service to ensure that your audience is taken care of.

Overview of NICE inContact Features

  • Automatic Customer Routing
  • Voice Response
  • Multiple Interaction Channels
  • Predictive Dialing
  • Agent Interface
  • Workforce-Intelligent Contact Center
  • AI Chatbots
  • Workforce Management
  • Quality Management
  • Customer Satisfaction Surveys
  • Performance Management
  • Omnichannel Analytics
  • CRM Integrations
  • UCaaS Integrations
  • Developer Ecosystem
  • REST APIs
  • Voice as a Service
  • Reporting

NICE inContact Position In Our Categories

Position of NICE inContact in our main categories:

100

NICE inContact is one of the top 100 Communications Softwareproducts

100

NICE inContact is one of the 100
Communications Software products


If you are interested in NICE inContact it may also be a good idea to examine other subcategories of Best Communications Software collected in our database of SaaS software reviews.Email Management Software, Web Conferencing Software, Video Conferencing Software

Since each company has specific business needs, it is advisable for them to desist from looking for a one-size-fits-all perfect software system. Needless to say, it would be futile to try to find such an app even among market-leading software solutions. The smart thing to do would be to list the various important elements that need consideration such as required features, budget, skill levels of employees, company size etc. Then, you should do your groundwork thoroughly. Read some NICE inContact reviews and check out each of the other solutions in your shortlist in detail. Such comprehensive research can make sure you discard ill-fitting systems and select the solution that offers all the aspects you need for business success.

How Much Does NICE inContact Cost?

NICE inContact Pricing Plans:
Free trial
Quote-based Plan
Contact vendor

NICE inContact requires you to request custom enterprise pricing by phone or by using the website’s contact form.

User Satisfaction

We realize that when you make a decision to buy Communications Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and NICE inContact reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with NICE inContact. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

37

NEGATIVE SOCIAL MENTIONS

3

Video

Technical details

Devices Supported
  • iPhone/iPad
  • Web-based
Language Support
  • English
Pricing Model
  • Quote-based
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TICKETS

NICE inContact User Reviews

What are NICE inContact pricing details?

NICE inContact Pricing Plans:
Free trial
Quote-based Plan
Contact vendor

NICE inContact requires you to request custom enterprise pricing by phone or by using the website’s contact form.

What integrations are available for NICE inContact?

inContact supports integrations with the following business systems and applications:

  • Zendesk
  • Salesforce 1 Platform
  • Firefly

User reviews


User reviews in total: 8

3
4
1
0
0

Average Rating:

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The most favorable review

Andres

12 months ago


Pros: I like that it doesn’t require maintaining own hardware and knowing that iNContact constantly upgrades the software and ensures lot of location redundancies. But the best thing about it is its care for the customers. I’m happy that I know to do lot of things with this tool like allowing the scripting platform to take a look at the incoming phone numbers and route them based on the place.

Cons: I cannot drag and drop a call from a dashboard. When we have call that is on hold and we don’t have specific agent available with specifc skill it takes few clicks away in order to get that skill assigned to someone else available.

The least favorable review

Jackie

2 years ago


Pros: InContact offers a flexible developer console that enables you to do a lot with your telephony scripts. Plus, their API is quite powerful.

Cons: There are stability issues with the software. Plus, the customer support is not the best as they leave you to fend for yourself. The company is not keeping up the times and has not adopted innovation and new technologies.

Published 11 months ago
Verified
user
It is easy to route calls to the appropriate individuals and departments. You can use the software to rotate your inbound calls between your sales team members.



What do you think about this review? Great Poor
Published 12 months ago
Verified
user
I like that it doesn’t require maintaining own hardware and knowing that iNContact constantly upgrades the software and ensures lot of location redundancies. But the...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
This is most reliable service and easy to use. I like that it’s cloud based call center and because this means that we can route calls quickly. Thanks to the IVR system...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
You can easily transfer calls to available colleagues. Plus, you can record the calls for training and management purposes.



What do you think about this review? Great Poor
Published 2 years ago
Verified
user
InContact offers a flexible developer console that enables you to do a lot with your telephony scripts. Plus, their API is quite powerful.



What do you think about this review? Great Poor
Published 2 years ago
Verified
user
First of all, this is SaaS-based call center software that is perfect for increasing the quality of leads and to minimize the cost of client interaction. It has lot of...



What do you think about this review? Great Poor
Published 2 years ago
Verified
user
InContact is an easy to use and reliable call center service. It is cloud-based and enables us to quickly route calls to the right people. The IVR system is great for...



What do you think about this review? Great Poor
Published 2 years ago
Verified
user
All our departments can use this system, that’s how flexible this tool is. It allows us to rotate our inbound calls among sales team.



What do you think about this review? Great Poor

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