NICE inContact Avis 277

If you are looking for a flexible partner, easy to reach out to with top notch service, keep looking

I know of no company with such an ironic name. Experience is not Nice and try to get In Contact with anyone that will give you a straight answer.

It takes 3 months to set up a single phone tree. No caller recognition, which they initially claimed they could do but then advised against when we were locked in.

Calls are cut off. Software goes unresponsive at random moments. When there is an issue, no expected resolution times are ever given. Things that break overnight only get fixed after a week or more.

The only difference between now and last year is the date on their apology emails, all of which are still sent without expected resolution times. They routinely hide behind internal processes. Recently they built something with a bug and initially refused to fix it because hypercare period was over. They wanted to charge for fixing their own broken work.

If you have a B2C business this might potentially be someone you could partner with as long as you have some very good developers yourself. You will need them to fix whatever random glitch Nice sees fit to introduce. If you are B2B, don’t risk your customer relationships by using this application.

I would genuinely give this product a 0*. Been adminsterating it for just over a year and we have had multiple outages, the software itself is buggy and just the worst software to use. If we need support we have to go through fournet and then to nice which degrades the service. I would remove this software and just take the hit with out contract if it was up to me. Just put it out there, it is also an Israeli owned company lol

No Technical Support from NICE or InContact I have been waiting for an aswer to an email for 34 days. My client is wanting to integrate InContact with Salesforce but we cannot proceed because there are no technical contacts for the account. The Sales manager says he will try to identify a contact. 34 days later? Wow.

The product is Ok it does what most CC's do, however when it comes to enhancements and support it gets a 1 star from me. having summited 2 enhancements 2 years ago neither have yet been implemented. these are not niche changes these are for basic functionality.
1. being able to choses auto answer or manual answer.
2. abilty to change an agents username.

good product bad aftercare

This company did not honor requests to stop emailing and calling me. I finally gave up and asked them 'what makes your product different?' before referring them to my lawyer in yet another call. The answer I received was 'it improves customer service.' This is clearly a hard sell joke product.

We recently signed our 2nd 3-year contract with Nice-InContact. The 2nd implementation was just as smooth as the 1st (migrated to Userhub vs. Central). After vetting other ACD technologies on the market, we decided to stay with InContact for a number of reasons, including:

- Agent Experience: The MAX softphone is intuitive... really easy to use.

- Data Security/Locks: I can lock down data views within the system to specific team or campaigns. This is a tremendous advantage for a BPO.

- Custom Reporting/Data Access: The custom reports may not have best visual aspects in the market, but the access to raw data is the best.

- You're assigned a TAM (Technical Account Manager) that provides support... we meet with ours weekly to discuss new functionality and open issues/cases.

- Easy to deploy for work-from-home agents.

Overall, best in the market in my opinion.

This is great product that helps businesses in making the right decision. It organizes client data that we use to conduct our potential customers during marketing campaigns. It also give our clients proper insights on our products and services.

Great company with a better mindset people

Great and amazing software to use.. I love it.

It glitches alot. Sometimes my agent doesnt pull up and sometimes my chats dont come through.

NICE - inContact takes your CXone platform to the next desired revenue level with the right applications and partners. It is the world's largest community of companies, collectively dedicated to improving customer and employee experiences, while exploring integrating systems, AI, and Analytics to increase Returns on Investments and Retention.

My experience with NICE inContact has been positive. In the 2 years I have used CXone and worked with NICE, I have seen great growth and positive changes in their process and tools. I enjoy the members of the NICE team who I work with and receive exemplary service from our company's assigned TAM. CXone is ever evolving and I have enjoyed seeing the improvement of products used by our team.

The ability to listen, coach or transfer calls. Tasks are easy to perform most of the time. It is also nice to be able to pull both calls and chats at a later date. Sometimes you automatically get logged out and you have to start things from beginning again. The UI is easy to use but isn't very smooth. It gives out good value for money but in most cases you feel it isn't.

Talk about a system that packs a PUNCH! We have all of the tools we need to assist our callers in the best way possible. The system allows for any report you can dream of, for your leadership team to utilize.

Great tool for our company. thanks

A great platform for integrating with Salesforce. Our agents love the simplicity of the integrated dialer. We are able to run large outbound campaigns and handle the needs of all our customers.

It gives us the bulk of the features that we need to reach our customers and hear their feedback. The Admin features are helpful and allow our supervisors to monitor and report on communications. The reporting features give us helpful metrics and allow us to set SLAs for the week and month.

Overall, we are delighted with our choice of InContact for our contact center software.

We've had inContact Call Center software since 1/2018. The sales and implementation phases went smoothly.

The support, on the other hand, does leave me tempted to make the switch to another call center.

Because I work for a company of less than 500 employees, we have a small user group using this software and a small IT department to support. So, we opted to pay a monthly fee for support. Yet, we find it difficult to always speak directly to our technical account manager (TAM). We suspect that the TAM is located in another part of the world and in a different time zone...so, she's not always responsive. It may take at least two hours for her to finally respond.

The customer support website is not always intuitive enough for us to determine through their FAQ how to troubleshoot properly. We end up setting up a ticket and they try to respond within two hours. However, we use call center heavily enough that it cripples us if we can't get phone calls to come through.

Everyone at Nice has been excellent and very accommodating.

We have been using inContact for years now, and it has been great for the most part, we do have minor issues because of how the calls are routed, however, the features are spot-on, especially the robodialer.