NICE inContact Reviews 277

It does the trick, but unfortunately, we've had a number of sporadic and unexplained issues with our softphone. It does have a tendency to stop working, and will restart itself moments later. Unfortunately, with the nature of our business, it's been a bit disruptive. I do appreciate that their technical team is generally pretty responsive and easy to get a hold of.

Up time is good features are bulky. Saving pages takes too long.

Nice inContact is a great Contact Center CaaS/SaaS partner. Their systems are dependable, flexible and user friendly. If you are looking for a premier hosted contact center telephony system, check out Nice inContact!

We started using Nice inContact products a year ago. We implemented their Call Center solution for our ACD lines. We had a dedicated implementation team who helped us design and build out our ACD call queues. It was an easy process considering the many challenges you face when switching vendors for a call center. We are now implementing the Personal Connection [Dialer] and will also implement SMS in the near future. Technical Support is quick to answer and resolve most issues. Our Technical Account Manager has a weekly meeting with our company to make sure we are not having any issues. Overall, i am very glad we moved to Nice inContact. The administration and flexibility of their products are leap years above the competition.

Jeff was great. He helped us at a time that we needed to get things down quickly. Also in the process, he educated us along the way.

InContact is a very effective system for managing the day-to-day business of a contact center. Dashboards and reporting provide good views of how the business is performing, and it is simple to move resources or change operating parameters to meet changing needs. Opting to have a Technical Account Manager is a good choice. It has provided me with an extra business partner that can assist with planning and offer implementation options. The cloud-based technology allows for easy management of multiple locations and a option for operating through unplanned conditions. The WorkForce Management option provides good forecasting and scheduling tools that can use either historical or adjusted data. All around - a good choice.

InContact is easy to use and has great support from their Technical Account Managers. Initial set-up will take time, but if you take the time to learn the product, you can expand so much what you can do. I would have given it 5 stars, but we have had outages in the past that have resulted in us not taking calls. These are usually far between and resolved quickly save for a handful of times in the years we've been using them.

I have been using InContact for almost 2 years now and I don't have many complaints. Recently there was an update in the appearance which took some time to get used to, but once getting used to it it's very user friendly. Everything is simply labeled and easy to find.

I like it as a platform because it allows for agent documentation and time retrieve ability. Working for a remote office it allows for accountability for the agents and for supervisors. It is very easy to use and the program works great!

NICE inContact is a very good product that I use every work day. I wouldn't be able to do my job without it. I enjoy the layout they have (even if a major update changed everything and it took a bit to get used to) and the MAX Agent is very easy to use. I'd certainly recommend this product to anyone looking for the services it offers.

Overall I have enjoyed this platform for maintaining an orderly inbound call center. It offers a rich an customizable back end for compiling data to help move the business forward.

My experience with Incontact is excellent. Overall the best platform for a company that is big or small. Lots of features that help make your business run smooth.

NICE inContact is very user-friendly and has all the features needed to successfully run a telecom or consumer service business with ease. We have been using it for over 7 years and have no interest in changing it <3 Thank you, inContact Team, for putting this amazing software together!

Call Center MUST have!

NICE InContact, provides a Real time look into the Call Center world.

It allows you to Manage Calls, Agents, and Data all in one. The option of the integrated Softphone makes NICE InContact stand out. Being able to quickly set up a new agent and get them on taking calls quickly is essential. NICE InContact is easy to use which allows us to move fast.

The reporting is essential. NICE InContact provides a Number of customizable and detailed reporting options.

The Supervisor feature allows us to coach, manage, and take over calls when needed. It gives us the hands on ability to make sure the customer gets the best Customer Care possible.

A great product for those in the call center industry where JUMPING ON to get those calls fast is important!
It is great not to have to go through multiple system and logins to access services.
Efficient and easy to use

From a user's point of view using the agent console, InContact is very easy to learn and navigate through. You can change your state instantly, allowing you to go into an Available state to take calls at a click of a button or go into an Unavailable state to work on administrative work. There is tons of customization available to fit a wide variety of needs. Some of the features allow room for improvement, but otherwise it is an all around solid service.

Since I have started with this Incontact and learned how it works and the features that it comes with i have had no issues with this Software. One thing that I really like is you can create your own page and and organize it to your liking. I also really like that you can see if someone is in dispo, auto wrap and on a call or available it makes it a little easier to do your management job. thank you

NICE is a great platform for especially work from home agents; as it allows you the ability to use one system to both log into work and complete emails/chats/phone calls simultaneously. Instead of having several different systems that you have to log into in order to complete different types of contacts, NICE allows you to handle these all via one system! I also really like the integrated softphone feature now available with MAX agent, as it allows remote employees to handle phone calls without the hassle of a dedicated phone line... which equals greater flexibility.
The dashboard/Central is also a very helpful feature, as you can not only view incoming or outgoing calls, but can also see which of your teammates are logged in and their status.
Overall review... NICE is an easy to learn platform which allows employees to multitask and be more efficient during their shift.

InContact provides our necessary call taking infrastructure. It does have some great features that make gathering employee and call taking information easier, but also suffers from setbacks in terms of reliability. We have recently begun using a new feature, My Zone, that has many shortcomings that has us debating its overall usefulness to insuring quality, though InContact's team has assured us they will be improving it for the next update.

Different issues have come and gone over time, but generally the service does provide us with the means to take calls for our clients, and keep a record of our operations.

NICE Incontact

Going to start this off by saying that Incontact is a useful tool to have for any Business.
It has many useful tools to assist you and make your job a little bit easier. For Example, The prebuilt contact history report is super useful when trying to find a call. You can search for the call numerous ways. Such as, Contact Id, Media type (call, chat, email etc.) Agent Name and Skill just to name a few. From there it's super easy to find what you are looking for and move on with your tasks.
My Favorite Part would be the Dashboard. It is super helpful that you can sort it many different ways. You can sort by State (Available, Auto wrap etc.) Name in Alphabetical order, Time and more.
It is Very simple to use and very easy to understand. I think it is great that you can have as many or as few things on your dashboard, Depending on what best fits you! Being able to see many things at once is very useful to me as I can take one glance and see everything I need to see all in one place. That way you are not having to flip through many different tabs.
I would Recommend taking a look at Incontact and see if it works for you.