NICE inContactThrough 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 Five Star Index, with an average rating of 4.0 out of 5.
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Glenn G.
The initial interview process seemed promising, but the post-interview communication was highly unprofessional. A week after my first interview, the recruiter emailed me to explain they had been on holiday and promised to provide an update that same day. I never heard back from them. Ghosting candidates after explicitly promising an update reflects very poorly on the company's recruitment standards.
Eric van den B.
If you are looking for a flexible partner, easy to reach out to with top notch service, keep looking I know of no company with such an ironic name. Experience is not Nice and try to get In Contact with anyone that will give you a straight answer. It takes 3 months to set up a single phone tree. No caller recognition, which they initially claimed they could do but then advised against when we were locked in. Calls are cut off. Software goes unresponsive at random moments. When there is an issue, no expected resolution times are ever given. Things that break overnight only get fixed after a week or more. The only difference between now and last year is the date on their apology emails, all of which are still sent without expected resolution times. They routinely hide behind internal processes. Recently they built something with a bug and initially refused to fix it because hypercare period was over. They wanted to charge for fixing their own broken work. If you have a B2C business this might potentially be someone you could partner with as long as you have some very good developers yourself. You will need them to fix whatever random glitch Nice sees fit to introduce. If you are B2B, don’t risk your customer relationships by using this application.
Hamza M.
I would genuinely give this product a 0*. Been adminsterating it for just over a year and we have had multiple outages, the software itself is buggy and just the worst software to use. If we need support we have to go through fournet and then to nice which degrades the service. I would remove this software and just take the hit with out contract if it was up to me. Just put it out there, it is also an Israeli owned company lol
James P.
No Technical Support from NICE or InContact I have been waiting for an aswer to an email for 34 days. My client is wanting to integrate InContact with Salesforce but we cannot proceed because there are no technical contacts for the account. The Sales manager says he will try to identify a contact. 34 days later? Wow.
Kevin S.
The product is Ok it does what most CC's do, however when it comes to enhancements and support it gets a 1 star from me. having summited 2 enhancements 2 years ago neither have yet been implemented. these are not niche changes these are for basic functionality. 1. being able to choses auto answer or manual answer. 2. abilty to change an agents username. good product bad aftercare
Joe
This company did not honor requests to stop emailing and calling me. I finally gave up and asked them 'what makes your product different?' before referring them to my lawyer in yet another call. The answer I received was 'it improves customer service.' This is clearly a hard sell joke product.
Dale M.
We recently signed our 2nd 3-year contract with Nice-InContact. The 2nd implementation was just as smooth as the 1st (migrated to Userhub vs. Central). After vetting other ACD technologies on the market, we decided to stay with InContact for a number of reasons, including: - Agent Experience: The MAX softphone is intuitive... really easy to use. - Data Security/Locks: I can lock down data views within the system to specific team or campaigns. This is a tremendous advantage for a BPO. - Custom Reporting/Data Access: The custom reports may not have best visual aspects in the market, but the access to raw data is the best. - You're assigned a TAM (Technical Account Manager) that provides support... we meet with ours weekly to discuss new functionality and open issues/cases. - Easy to deploy for work-from-home agents. Overall, best in the market in my opinion.
Ashik H.
This product is very good
