About NICE inContact
NICE inContact works with organizations of all sizes to create extraordinary and trustworthy customer experiences that build deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, enabling an exceptional agent and customer experience—every time and on every channel. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global leadership can help you transform every experience and customer relationship for lasting results.
NICE inContact is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG.
• Industry’s best-published SLA of 99.99%
• Industry's only guaranteed voice SLA
• 390,000+ cloud contact center agents
• 150+ countries
• 85+ Fortune 100 customers
Pricing starting from:
US$100,00/month
- Free Trial
- Subscription
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Key benefits of NICE inContact
- The service operates in a carrier-grade, geographically redundant environment with guaranteed 99.99% availability
- Intelligent call suppression - Verifies if the business or individuals you are calling are on a tailored suppression list.
- Agent scripting - Build custom individual agent screens or scripts. Create decision trees and design your agents work flow.
- Multi-number hosted predictive dialing - Define custom retry option for up to 20 phone numbers.
- Message lay-down campaigns to dial contacts and lave automated messages without the need for agents
- Automatic call-back for customers who don't want to wait in the queue. You can also set up a scheduled callback at the customer's desired time.
- Integrate with custom built CRMs and third party solutions such as Salesforce, Microsoft Dynamics CRM, and Oracle RightNow.
- Automated Speech Recognition and Text-to-Speech is available in multiple languages
- Speech analytics software helps to identify top concerns and the most important calls based on specific criteria. Use custom call tags to categorize calls by customers' reasons for calling.
- Quality management tools include role-based scorecards with KPIs, integrated eLearning and coaching management, speech analytics, customized evaluation forms, synchronized audio and screens for recorded interactions.
- Smart Inbox™ delivers calls based on specific call data such as DNIS, ANI, call duration and direction.
- Workforce Management can be used to forecast customer demand and schedule and manage staff. Use real.time visibility into staff availability and call volumes, as well as historical workload trends to create optimal schedules.
Devices
Business size
Markets
Supported Languages
Pricing starting from:
US$100,00/month
- Free Trial
- Subscription
Compare with Popular Alternatives
Images
Features
Total features of NICE inContact: 40
- "What If" Scenarios
- API
- Activity Dashboard
- Automatic Lead Distribution
- CRM Integration
- Call Routing
- Call Scripting
- Call Tracking
- Callback Scheduling
- Categorization
- Chat
- Custom Forms
- Customer History
- Customer Service Analytics
- Drag & Drop Interface
- Email Alerts
- Email Notifications
- Employee Management
- Feedback Collection
- Feedback Management
- Forecasting
- Gamification
- IVR / Voice Recognition
- Multi-Channel Management
- Multi-Language
- Performance Management
- Permission Management
- Predictive Dialer
- Progressive Dialing
- Queue Manager
- Request Routing
- SMS Integration
- Self Service Portal
- Social Media Integration
- Speech to Text
- Surveys & Feedback
- Tagging
- Text to Speech
- Third Party Integration
- Voice Mail
Alternatives
Zendesk
LiveAgent
Comm100 Live Chat
Deskpro
Reviews
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- Industry: Computer Software
- Company size: 51-200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Swiss Army Knife
Reviewed on 2020/10/27
They are a fair and firm company that says what they will do, and they do what they say.
They are a fair and firm company that says what they will do, and they do what they say.
Pros
There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.
Cons
I wish that there were sentiment analysis for the SMS side of the omnichannel.
- Industry: Nonprofit Organization Management
- Company size: 1 001-5 000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Have been using NICE inContact since 2009
Reviewed on 2020/06/25
My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we...
My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.
Pros
I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.
Cons
In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.
Response from NICE inContact
Thanks for your feedback, Warren!
- Industry: Insurance
- Company size: 1 001-5 000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
I use this product to help manage our workflow and for individual accountability.
Reviewed on 2020/12/02
I appreciated how easy it was to maneuver and display.
I appreciated how easy it was to maneuver and display.
Pros
I love that it has no options for changes to be altered for it's call data. All information received is actual and true. Makes it easier to hold employees accountable for actions when review time comes around.
Cons
The only issue I have is when creating the dashboards. The limit is 20 max per dashboard created and you can only open one at a time to review. This is problematic when you have various regions you would like to see at one time.
- Industry: Computer Software
- Company size: 51-200 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 4.0 /10
Terrible Onboarding Experience
Reviewed on 2020/03/11
It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but...
It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.
Pros
Up time is good, WFM integration with the basic telephony is nice.
Cons
The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later.
When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.
Response from NICE inContact
Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at [email protected]
Thanks so much for your feedback.
- Industry: Hospitality
- Company size: 10 000+ Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
InContact Review
Reviewed on 2020/05/21
Pros
Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.
Cons
Analytics are hard to use and are not accurate based on what I know.
InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months.
We need additional widgets in the dashboard but can't get them.
Response from NICE inContact
Thanks for your detailed review, Emily!
NICE inContact FAQs
Below are some frequently asked questions for NICE inContact.Q. What type of pricing plans does NICE inContact offer?
NICE inContact offers the following pricing plans:
- Starting from: US$100,00/month
- Pricing model: Subscription
- Free Trial: Not Available
Q. What are the main features of NICE inContact?
NICE inContact offers the following features:
- ACD universal queue for multi-communication channels
- Agent scripting
- Automated speech recognition (ASR) and text-to-speech (TTS)
- Automatic call back
- ECHO customer feedback
- Multi-channel ACD
- Personal connection™ predictive dialer
- Quality management
- Reporting & analytics
- Skill-based routing
- Smart inbox™
- Social, chat, phone, email
- Supervisor On-The-Go™
- Verint speech analytics engine
- Workforce management
- Workforce optimization
Q. Who are the typical users of NICE inContact?
NICE inContact has the following typical customers:
Small Business, Large Enterprises, Public Administrations, Non Profit, Mid Size Business
Q. What languages does NICE inContact support?
NICE inContact supports the following languages:
Chinese (Simplified), Chinese (Traditional), English, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish
Q. Does NICE inContact support mobile devices?
NICE inContact supports the following devices:
iPad
Q. What other apps does NICE inContact integrate with?
NICE inContact integrates with the following applications:
Balto, Brand Embassy, Castel Detect LIVE, Cherwell Service Management, ExecVision, Gong.io, IMIconnect, Inbenta, Salesforce Service Cloud, Zendesk
Q. What level of support does NICE inContact offer?
NICE inContact offers the following support options:
Knowledge Base, Phone Support, Video Tutorials
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