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.
Is this your business?
Correct your details and reply to customers in public. Both are free.
Claim this listingShowing 14 reviews with 1 star · Clear filters
Jennifer
It is terrible. Terrible technical support, terrible reporting, not user friendly, none of the numbers match up on reporting. Calls drop constantly with carriers. Overall, find another vendor.
Response from NICE inContactNov 25, 2019
We have asked your Technical Account Manager to get in touch with you directly to help resolve the problems you are experiencing. If we can assist further, please also let us know [email protected].
CW
Not user friendly, customer service nonexistent, TAM's are useless
Whittney
Non stop issues from both inContact and Ivinex. Poor agent experience almost daily which makes for a bad member experience.
Jesse J.
inContact was not a good product for us. The agents had to restart the platform almost daily. The phones would freeze up while we were talking to clients. Agents could not hear clients, clients could not hear agents. When we contacted support, the answer was "is it still happening? and they would close the case. My Account Rep was great, I enjoyed working with him but the product and support was horrible.
Response from NICE inContactSep 18, 2019
Jesse, we'll contact customer support about your concerns. Thank you.
Jesse
Some products were oversold to us. Tech Support team could use a lot of work (not very knowledgable on their own products). Still having many issues with Salesforce integration and Salesforce Agent. UPDATE: Beware of their Agent for Salesforce application! We have been trying to implement email for our agents and are finding new bugs everyday which impede our agents' productivity. Tech support is horrible, we have had tickets open for over a month with still no resolution. We ask them to escalate our issue but still nothing has been done. UPDATE 5/29/19: We've apparently had our issues "escalated", however the most serious issues impacting our company have yet to be resolved. No real movement on high priority issues. Tickets have been open for over 2 MONTHS with still no resolution. Disappointing. UPDATE 6/10/19: Updated version of Salesforce Agent has been released (V11.1), issues still not resolved.
Response from NICE inContactMay 21, 2019
Hello Jesse, thank you for your feedback. We are very sorry that your experience did not meet the high standards that we expect of our business. The resolution of your cases is top priority for us, and our support team has assigned dedicated resources to work with you until these issues are resolved and until you are comfortable with the performance of our products.
Carlos C.
I spent a long time researching software solutions in the industry to create a full integration with our software platform. During the sales process, the sales person made statements that were not accurate. I was led into believing my costs would be constant per user and it turned out to be a lie. Upon our launch, we had scheduled to bring out their training staff to help train our employees. They sent someone who sat in our office for 2 days and was not able to help anyone. This person actually left early while he was there and every question that was asked, he did not have a response. He would have to call someone else. After we signed our contract, everything turned into $$$$ for this, $$$ for that. I have never felt so deceived in my life. The sales person even used the fact that he was having a child to coerce me to sign the contract with his relentless approach. I should have sniffed this out during the sales process. While they have some features that are nice, everything has started to unravel. I lost a client because of the number of dropped calls that they have had. When we were first launched, there were countless issues with the configuration that caused us to lose calls, voicemails and essentially tarnished our image to our clients. It was very clear that no one understood what I was sold, because I have been around nearly every department possible at that company. Reseller, Affiliate, you name it. The most disturbing part of all of this was the convenient negligence from their sales team that I could get the same exact thing I was being sold by going through Ring Central directly. The sales person knew EXACTLY what I wanted. I was crystal clear, because I knew this would be a problem. I am just warning you to make sure you are VERY careful with the purchase of this product. Don't be fooled by 90% off discounts on their contracts. It just lures you in and then they will nickel and dime you for every little thing.
