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

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

S M L

Markets

United States, Canada, United Kingdom, Australia, India and 4 others, Japan, Germany, Brazil, Mexico

Supported Languages

Chinese (Simplified), Chinese (Traditional), English, French, German and 6 others, Italian, Japanese, Korean, Portuguese, Russian, Spanish

Images

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NICE inContact video
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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

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Reviews

Overall rating

4.2 /5
(452)
Value for Money
4/5
Features
4.1/5
Ease of Use
4.2/5
Customer Support
3.9/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

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Showing 5 reviews of 452
Travis G.
Overall rating
  • 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 27/10/2020

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.

Warren J.
Overall rating
  • 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 25/06/2020

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!

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

How "Nice" of You to Read My "inContact" Review!!

Reviewed on 25/02/2021

I am using this platform as a call center management system. Our Service Desk employees all use...

I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes.

Pros

I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized.

Cons

I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again.

Miles D.
Overall rating
  • 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 11/03/2020

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.

Joy R.
Overall rating
  • Industry: Consumer Services
  • Company size: 5,001-10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Nice works Nicely

Reviewed on 01/03/2021

Pros

I like it keeps track of schedule including breaks, lunches, and any special meetings and the ease of use

Cons

It sometimes crashes without warning and sometimes calls come in with no intro warning

Showing 5 reviews of 452 Read all reviews

NICE inContact FAQs

Below are some frequently asked questions for NICE inContact.

NICE inContact offers the following pricing plans:

  • Starting from: US$100.00/month
  • Pricing model: Subscription
  • Free Trial: Not Available

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

NICE inContact has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Mid Size Business

NICE inContact supports the following languages:

Chinese (Simplified), Chinese (Traditional), English, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish

NICE inContact supports the following devices:

iPad

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

NICE inContact offers the following support options:

Knowledge Base, Phone Support, Video Tutorials

Related categories

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