NICE inContactReviews of niceincontact.com

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!

I wish we had more access to the customer support desk for help in creating reports. Report design seems to be a challenge.

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

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.

As a supervisor for a medium sized helpdesk, I find that we've had mixed but overall positive results with this particular ACD. Positives: Quick access to metrics. A plethora of options (bar graphs, pie charts, etc.) to show/extrapolate data. Ease of login/password administration. Fairly robust. Responsive support when we run into issues. Needs Improvement: Lack of reporting options (we are unable to find a report that can show our analysts' real-time interactions; we can only view that data via the Supervisor console. This doesn't let us extrapolate the data in Excel or other format). Certain modules are off limits due to a, 'paywall,' (I understand this is an industry standard). Frequent connectivity issues with the platform. Less options through the MAX client than the previously offered Thin client.

They need to improve their Support and tech.

We have been using InContact for years for our organizations call center. The customer service is incredible and their product is fantastic and integrates well with our CRM. It really is one of the best call center softwares out there.

NICE inContact phone system is hands down leading the way in contact center software. Whether you are using it as a contact system or full out softphones, it makes life so much easier for all operators.