NICE inContactReviews of niceincontact.com

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.

Pretty much the industry standard. I miss database access that On Premises offered and look forward to having that kind of query ability back On Cloud.

We love Nice inContact. It has been an incredible change for our company. We've seen faster turnaround times, quicker resolutions, and ultimately our own clients are happier.

Decent ACD System, could use a lot of work on the UI, customer service, and pricing. Customer service is usually pretty slow, our onboarding process and implementation partners did not do a great job getting us set up. It is also a very expensive service. UI on the scripting side could use an upgrade. Reporting functionality could be easier to use

No complaints!!

I feel InContact is user friendly. Since implementing, our customer service department has increased efficiency in areas of web chats, emails, orders and calls. Thanks!

I have loved the NICE products I have used in the past e.g. IEX. So when I signed a contract with inContact for our telephony I expected the same high standard but was disappointed. Our on-boarding process was the worst I have ever experienced, and that is partly due to Frontline, the third party implementation team. Our on-boarder was either terminated or quit mid-install, a second person was assigned and they installed us onto the wrong platform. The process to get onto the right platform took months and was painstaking. Fast forward a year to our contract renewal and I decided to give inContact another year now that things were set up. As part of the renewal we stopped using inContact for omni-channel, their email and chat weren't as good as we had hoped and we needed a ticketing system like Zendesk. So using inContact for telephony we purchased the Frontline Agent Console that embeds directly into Zendesk. Good and fine. We paid inContact the setup fee, Frontline did the set up, and when it was time to go live nothing worked. Literally nothing worked. The Frontline on-boarder Jason, who is awesome by the way, realized that it was because we were using an antiquated soft-phone from inContact that wouldn't support the console. No one on inContact's team ever mentioned it or flagged it for us. So what were we supposed to do? We had already paid, but we had a product that wouldn't work. We had to upgrade, which would cost a lot more and throw us way over budget for our project. As a startup I couldn't afford it. Fortunately, after some back and forth and my genuine disappointment and discouragement, inContact offered to upgrade all existing users to the new soft-phone for free, with the stipulation that we would pay the additional fee for new users. Things are working okay now, I am optimistic we will be alright now but man implementation over the last year has been the worst I have ever had.

I find inContact to be reliable. Their website and billings are straightforward, and they offer a lot of useful reports.