NICE inContact Reviews 277

InContact has been great!

Dave has been amazing helping us work through bugs. Everything is very diverse and allows us to be more advanced in what we can offer our customers.

My company mostly performs outbound calls vs inbound but the options at our disposal for outbound are very impressive. The learning curve can be steep depending on how complicated your configuration is but after 5 months I feel competent.

Their customer support and Technical Account Manager's are great to work with. Stay away from Tech Support. Their phone system works flawlessly, stay away from the chat system they have. We had issues from day one that took over 18 months to get fixed.

Great product
Great product. Can integrate and do almost anything you can think of. Multi-platform connection to any hosted VoIP; agnostic.

Post-sales support can use a little work.

I like the ease of use and their support staff is great. I also get to have a call with my TAM twice a month to discuss any of our specific challenges. There are some things I would change . But InContact has a process for that too. Recommend a change and if 10 other customers agree it's a great idea... InContact sends it for development! Overall a great experience.

The platform in general works well, but we are using this tool with the RingCentral partner and have been experiencing call quality issues.

System is easy to use and configure. The dashboard is very helpful for myself and agents.

Not user friendly, customer service nonexistent, TAM's are useless

I have been using InContact for about 3 years now. Overall, the system is very powerful and will really help to redefine your contact center from a sales perspective. There are things that could be better, but their product roadmap that is coming is going to resolve most (if not all) of those issues.

Sales and Technical Account Management is absolutely stellar. Support has been lacking lately (last 5months, have closed several problem tickets under active protest from us, the client, that the issues aren't resolved and tickets need to stay open until resolution). Aside from the lower tier support teams, the product suite is solid, works well for the most part.

Overall, a great company to work with. Support is available as needed. However, their infrastructure seems a bit rigid as adjustments can take some time to happen even to the point of seaming unfeasible at times.

inContact call routining capability are second to non. We have been using there ACD and hosted VoIP for some time. We are currently migrating to there WRTC client and have had great successes.

This is been very useful to provide real-time insight. Monitoring and recording calls is very simple, prebuilt reports are easy to pull and customization options of reports are quite robust. The one thing I would like to see is integration of electronic communication with the phone number after the call. For example, if an appointment is scheduled during call, it would be great to have an option to send a text message or an email with that appointment information.

NICE is great but should be more user friendly. The small box in the call history is too small. You have to scroll to the right to get all of the info. There is real-estate to work with so please use the entire screen.

We implemented Nice inContact months ago, and it's still not working as promised prior to our go-live date. We've lost so many opportunities to connect with prospects and at least hundreds of thousands of dollars (if not millions).

InContact is always ready to help fix any issue here at Cambia

Non stop issues from both inContact and Ivinex. Poor agent experience almost daily which makes for a bad member experience.

Overall the services are good that they offer. Ease of use and support is really good. At times, there are stability issues so if you are tied to strict financial penalties on KPI's be aware.

Great software that is easily understood. The support provided is the awesome and always friendly. We have a call center of about 400 users that are constantly on the phone. Any problems are immediately addressed.

InContact's reporting has been a lifesaver and much more comprehensive than other systems we've used in the past. The web agent interface is very simple, easy to train and easy to use.