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NICE inContact Review

NICE inContact
Our score: 8.2 User satisfaction: 91%

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

Keeping in mind businesses have specific business-related wants, it is wise that they steer clear of picking a one-size-fits-all, “perfect” system. Be that as it may, it would be almost impossible to try to pinpoint such a software system even among popular software solutions.
The better step to undertake should be to narrow down the several key factors that entail scrutiny such as major features, pricing, technical skill competence of staff members, business size, etc. After which, you should follow through the product research exhaustively. Browse over some of these NICE inContact analyses and check out the other applications in your shortlist more closely. Such all-encompassing product investigation ascertains you steer clear of unfit software solutions and subscribe to the one which has all the aspects you require company requires.

Position of NICE inContact in our main categories:

TOP 100

NICE inContact is one of the top 100 Communications Software products

If you are interested in NICE inContact it might also be beneficial to analyze other subcategories of Communications Software collected in our base of B2B software reviews.

Enterprises have unique needs and requirements and no software platform can be ideal in such a condition. It is futile to try to find a perfect out-of-the-box software app that meets all your business wants. The intelligent thing to do would be to adapt the solution for your unique needs, worker skill levels, finances, and other factors. For these reasons, do not rush and invest in well-publicized popular solutions. Though these may be widely used, they may not be the perfect fit for your particular requirements. Do your homework, investigate each short-listed system in detail, read a few NICE inContact Communications Software reviews, speak to the seller for clarifications, and finally settle for the application that presents what you need.

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

Positive Social Media Mentions 37
Negative Social Media Mentions 3

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.

Video

Technical details

Devices Supported

  • iPhone/iPad
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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NICE inContact Comparisons

NICE inContact user reviews

There are stability issues

Read full review >
Jackie
3/5

Overall Impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 28.09.2019 Company Size: More than 100 Employees Industry: Information Technology

Flexible and easy to use

Read full review >
Lawrence
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 14.09.2019 Company Size: More than 100 Employees Industry: Staffing and Recruiting

Dependable call center software

Read full review >
Lisa
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 13.09.2019 Company Size: More than 100 Employees Industry: Wholesale

Simplifies your call process

Read full review >
Duane
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.10.2018 Company Size: More than 100 Employees Industry: Medical Devices

Cloud Based solutoion that meets our needs

Read full review >
Andres
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.09.2018 Company Size: More than 100 Employees Industry: Telecommunications

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

NICE inContact average rating:

Average score
4.7/5 (8 user reviews)
4/5

Overall Impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Lisa

PROS: 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 self-service and for routing calls.

CONS: I have no complaints as the system fulfills all our needs and expectations. The call routing feature is a big boon for our company.

Reviewed 2 months ago

Read full review >

The least favorable review

Jackie

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.

Reviewed 2 months ago

Read full review >

More reviews from 8 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

There are stability issues

Read full review >
Jackie
3/5

Overall Impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 28.09.2019 Company Size: More than 100 Employees Industry: Information Technology

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.

What do you think about this review? Great Poor

Flexible and easy to use

Read full review >
Lawrence
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 14.09.2019 Company Size: More than 100 Employees Industry: Staffing and Recruiting

PROS: 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 features that allow us to connect with their customers through various channels like inbound/outbound voice, social media, email, voice mail and other.

CONS: They could make the reporting simple and they could improve the graphic design of the UI. In addition, sometimes the system runs slowly.

What do you think about this review? Great Poor

Dependable call center software

Read full review >
Lisa
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 13.09.2019 Company Size: More than 100 Employees Industry: Wholesale

PROS: 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 self-service and for routing calls.

CONS: I have no complaints as the system fulfills all our needs and expectations. The call routing feature is a big boon for our company.

What do you think about this review? Great Poor

Simplifies your call process

Read full review >
Duane
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.10.2018 Company Size: More than 100 Employees Industry: Medical Devices

PROS: 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.

CONS: This is a minor issue but sometimes we receive calls meant for other organizations. This wrong number annoyance happened a few times last year. But it does not have any impact on the efficiency of the system.

What do you think about this review? Great Poor

Cloud Based solutoion that meets our needs

Read full review >
Andres
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.09.2018 Company Size: More than 100 Employees Industry: Telecommunications

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.

What do you think about this review? Great Poor

Reliable and flexible solution suitable for all call centers companies

Read full review >
June
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.08.2018 Company Size: More than 100 Employees Industry: Wholesale

PROS: 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 we are able to route calls because it is self service.

CONS: The call routing is extremelly helpful for our company, I haven’t found something to dislike about it.

What do you think about this review? Great Poor

Effective and simple software

Read full review >
Jessica
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 20.04.2018 Company Size: More than 100 Employees Industry: Staffing and Recruiting

PROS: You can easily transfer calls to available colleagues. Plus, you can record the calls for training and management purposes.

CONS: The software develops glitches sometimes which make it sluggish and slow.

What do you think about this review? Great Poor

We are able to better organize our call processes

Read full review >
Luther
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 21.12.2017 Company Size: More than 100 Employees Industry: Medical Devices

PROS: 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.

CONS: Sometimes an outside call that is not from our organization would come through the contact number. Unfortunatelly, its tech support team doesn’t believe us that this is possible and they don’t help us to solve this kind of issue.

What do you think about this review? Great Poor
Reviewed By Jenny Chang
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