NICE inContact Reviews 277

I enjoyed the ability to create custom scorecards based on different teams in our contact center. What I had trouble with was the inconsistencies within the reporting feature (half the time the reports would not generate). We also did not have access to use the custom reports for the first year and a half of having the product. Also, there was not any dynamic dashboards that allowed our QC Team to manage their workload throughout the month.

We use Nice incontact, we give it 5 stars hands down

I enjoy a lot of the features that inContact products provide us. The phone system provides us some flexibility and interacts well with other products they provide.

Overall is a great product that meets our business needs. Not giving 5 stars because there are some nuanced issues still being worked out.

Incontact does a great job of giving us the ability to support our clients and also transfer calls and display the information that we need at a glance. I would suggest incontact to other call centers as it has great functionality and integration.

Overall I have been very please with InContact due to its ability to customize call paths and design custom calling patterns for the numbers we need to call. I do wish it was easier to determine which metrics best measure performance for a given call path. There are many similar sound ones. It would also be great if there was an easy way to connect InContact to Zoho Crm.

Incontact is great at handling multiple contact methods. In addition to calls our agents also handle chats and emails. This helps balance the workload and keeps them busy during slow points of the day. This is all done within a single interface. The studio program is also easy to learn so adjustments like seasonal promo messages and hold music can be changed as needed.

We've used inContact for many years. From deployment to ongoing support, they have provided us with flexible and easy to use system that gives us the tracking and customer engagement we require for our own customers.

There are issues with disconnects and the max panel disappearing while the agents are on calls.

dated interface (transparent fonts that cant be read, cant make client always on top), poor integration with SalesForce, reporting interface hard to use with little ability to customize (Power BI would be nice) and your survey didn't work in Chrome

Nice and easy to navigate through from an Admin perspective.

InContact has allowed us to provide call support from anywhere you can get on the internet. Providing us the flexibility to support our customers from anywhere.

They're support team is friendly and wants to help you resolve your problems.

Nicole our Technical Account Manager is here to help and has provided us great support and guidance.

The technical support line has been challenging.

Good product, but some of the more advanced features are inconsistent and unreliable.

We use InContact and it works for us.

Customer service and call quality could be better.

I'm always finding way to better use NICE inContact. It's a very versatile product.

It is a bit outdated and not as user friendly as I could be,