Great
Based on 268 reviews
NICE inContact4.0Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Through a powerful combination of our technology, people and partners, we help organizations transform their customer experience into a business-driving competitive advantage. We make it easy for contact centers to win every customer interaction, deliver great customer experiences, and achieve their business goals—all from the flexibility and reliability of the cloud.
NICE inContact (niceincontact.com) has 268 customer reviews on Folks Told, with an average rating of 4.0 out of 5.
Showing 113 reviews with 4 stars · Clear filters
Margaret T.
There is a lot that NICE inContact does really well with just a few bumps along the way.
Reply from NICE inContactJan 21, 2020
Thank you, Margaret! We will continue improving to try and eliminate more of those bumps for you. :-)
Emmalee Boulter S.
inContact has helped us make so many efficiencies in our department. Overall we have had a great experience.
Reply from NICE inContactJan 21, 2020
Thanks for the review, Emmalee!
Patrick
Pros: - Very speedy customer service team. Any time I have any questions Kurt and his team have been almost immediate in their email responses. - Scaling with IC is pretty easy with regards to purchasing/installing additional phones etc for new agents. Cons: - Often there will appear to be a call in the call queue, however it is not a real call, it's just a bug in the system. These can seem like you have busier volume/Q times when in reality there was no call whatsoever.
Reply from NICE inContactJan 21, 2020
Thanks for your review, Patrick!
TJ
Nice inContact is tops in it's class! I only see room for improvement on the admin side of things, with Studio and the inContact admin portal the processes are convoluted. It needs to be more streamlined. Thank you.
Reply from NICE inContactJan 21, 2020
TJ, thanks so much! We're always working to improve ourselves, so we hope your experience is even better moving forward.
Henry V.
My company uses this product to route calls among multiple call center locations. We find it pretty easy to use, with few outages or issues.
Reply from NICE inContactJan 21, 2020
Henry, thanks for your feedback!
Lauren
It's pretty great! Our implementation was a bit rocky, but we feel like we've really figured it out now. The biggest things I wish were different involves the ANI accurately showing for some calls, but these are not something NICE can fix; it's a limitation in how our calls forward from the rest of our organization that is not using NICE. Our account rep is great and we've always gotten the support we need. Looking forward to Interactions 2020!
Reply from NICE inContactJan 21, 2020
Thank you, Lauren! We're excited to see you at Interactions!
Sherrie F.
inContact does great at our Service Desk. It helps us route calls and emails and also enables us to keep track of holding calls. There are rarely any issues with the platform and it enables us to do our jobs easily! It is the best call routing software I have worked with thus far. I would recommend it to all Service Desks
Reply from NICE inContactJan 21, 2020
Happy to know you are having a great experience with us. Thank you, Sherrie.
Kyle F.
InContact has improved over the last 18 months and become more stable than it used to be. CX One is an improvement over the prior interface.
Reply from NICE inContactJan 21, 2020
Glad to know the improvements have benefited you, Kyle. Thanks for reviewing.
