NICE inContactReviews of niceincontact.com

Nice inContact is good for companies that need basic phone, email, and chat functionalities. Unfortunately they nickle and dime you for everything. If you need anything more advanced then it will cost you thousands of dollars to implement it. Our onboarding experience was terrible. It took over a year to be onboarded for basic functionalities and even after that year things were still not completed properly. We had to do the majority of the onboarding ourselves. There are some major basic chat functionalities that they couldn't do that are crucial to our business so we had to move on from inContact. The tool itself was good, but the whole experience was awful. Lots of late nights and time away from personal things to fix issues.

NICE inContact has problems. We have not had the best experience, especially with our previous TAM. We have been assigned a new one, but have not worked with her yet on anything major. It seems NICE InContact product has many glitches that we've had to deal with. They are very good at sending out requests for us to rate them or close out a case, but not as helpful when dealing with them during an incident. It has been almost impossible to contact our previous TAM when there has been problems.

The product is great and easy to work with. Any time we have questions or concerns we get feedback quickly.

Updates w/Bugs but good support. Lots of updates which do cause some bugs, but overall minimal impact and when they do see problems, they are proactive most times in dealing with them. Good communication of updates and bug fixes.

It works 99.5% of the time. Not 99.9%. They are constantly updating their platform, and introducing new bugs.

I've managed 4 call centers that used NICE inContact. I'm a big fan the platform - I've always found it to be powerful, flexible and generally intuitive. I'm a bit of a data nerd, and I've been happy with the custom reporting tools in the platform. I recently accepted a position with a company that is about to implement the NICE inContact workforce optimization, quality management and IVR solutions. The investment in the NICE inContact platform was one of the things that attracted me to the company.

We are a corporate office with over 100 employees. Support is efficient and helpful. Service incidents sometimes affect workflow.

The service is great. The phone connection with MAX has some issues that need to be updated. Overall products work great with each other we use engage, WFM and Central.