NICE inContact Reviews 277

NICE InContact has been a great partner for our contact center. The platforms that we utilize have had a tremendous impact on our performance overall. The ability to manage and customize our ACD/IVR has provided many efficiencies across the board. NICE InContact has made it all fairly easy because they offer great support all along the way.

Easy to navigate and good support staff in place. Have gone through several technical support reps, which was fairly frustrating and the integration of Nice and inContact seemed to create more technical issues than usual. Still, overall a positive experience.

We utilize inContact to do cloud-based global phone routing. Since it's inception we have had millions of calls and no unplanned interruption to service. The uptime and responsiveness is amazing.

Easy to use; straight forward

Versatile, quick, and easy to make scripting moves--on the fly, if necessary. Easy to test and find coding errors. Data about calls and callers helps to make strategic decisions. Cost efficient

The new interface is well thought out. It brings an iphone experience to an Android world.

Easy to use, run reports and be an admin for. The support is also amazing.

NICE InContact staff are friendly, helpful and offer support to implement, fix and maintain your telephony system. They have assisted a high volume medium non profit operation for over 7 years. Customer service and tech support is fantastic.

There is a lot that NICE inContact does really well with just a few bumps along the way.

inContact has helped us make so many efficiencies in our department. Overall we have had a great experience.

Great system. We look forward to using this in the future as well.

Pros:
- Very speedy customer service team. Any time I have any questions Kurt and his team have been almost immediate in their email responses.
- Scaling with IC is pretty easy with regards to purchasing/installing additional phones etc for new agents.

Cons:
- Often there will appear to be a call in the call queue, however it is not a real call, it's just a bug in the system. These can seem like you have busier volume/Q times when in reality there was no call whatsoever.

Nice inContact is tops in it's class! I only see room for improvement on the admin side of things, with Studio and the inContact admin portal the processes are convoluted. It needs to be more streamlined.
Thank you.

My company uses this product to route calls among multiple call center locations. We find it pretty easy to use, with few outages or issues.

It's pretty great! Our implementation was a bit rocky, but we feel like we've really figured it out now. The biggest things I wish were different involves the ANI accurately showing for some calls, but these are not something NICE can fix; it's a limitation in how our calls forward from the rest of our organization that is not using NICE. Our account rep is great and we've always gotten the support we need. Looking forward to Interactions 2020!

I wish we had more access to the customer support desk for help in creating reports. Report design seems to be a challenge.

inContact does great at our Service Desk. It helps us route calls and emails and also enables us to keep track of holding calls. There are rarely any issues with the platform and it enables us to do our jobs easily! It is the best call routing software I have worked with thus far. I would recommend it to all Service Desks

InContact has improved over the last 18 months and become more stable than it used to be. CX One is an improvement over the prior interface.

As a supervisor for a medium sized helpdesk, I find that we've had mixed but overall positive results with this particular ACD.

Positives: Quick access to metrics. A plethora of options (bar graphs, pie charts, etc.) to show/extrapolate data. Ease of login/password administration. Fairly robust. Responsive support when we run into issues.

Needs Improvement: Lack of reporting options (we are unable to find a report that can show our analysts' real-time interactions; we can only view that data via the Supervisor console. This doesn't let us extrapolate the data in Excel or other format). Certain modules are off limits due to a, 'paywall,' (I understand this is an industry standard). Frequent connectivity issues with the platform. Less options through the MAX client than the previously offered Thin client.