NICE inContactReviews of niceincontact.com

inContact has the capacity to be awesome. However, not all customers have the ability to navigate Central and know how to best utilize the system and its capabilities. Free and easy webinars might help the basic manager that can then support the programs they are responsible for.

Leader in Voice IVR, Natural Lang, Quality, Analytics, WFM and Chat. System still needs maturing of the email and work item flows. Development and Administration portals could be more inclusive with the ability to access server logs and databases.

It works however may benefit from a revision to it's WFM UX and UI.

It's a good application

Overall, seems like a good medium for customers and partners to share & exchange helpful information. I need to make an effort to integrate it more into my daily routine.

Phone services have been reliable. Email tool is good, but needs some expanding and building (bulk replies, bulk deletes) but is pretty strong and reliable.

We implemented inContact in May of 2015. Within months our 5 independent contact centres were integrated with common work flow and scheduling. Our ability to respond to funder requests went from weeks to days. We are currently in the process of integrating chat and email with calls so that agents will have a single queue to manage. The inContact customer support team has been extremely supportive and have gone out of their way to identify solutions that will work in our bilingual Canadian environment. We have always found them impressively transparent in explaining and resolving issues. They are very sensitive to the values and priorities of the human services sector and have always supported our goals. It's been a pleasure working with the company

Good product that has provided increased efficiency to our call flow