NICE inContactReviews of niceincontact.com

Great tool for our company. thanks

A great platform for integrating with Salesforce. Our agents love the simplicity of the integrated dialer. We are able to run large outbound campaigns and handle the needs of all our customers. It gives us the bulk of the features that we need to reach our customers and hear their feedback. The Admin features are helpful and allow our supervisors to monitor and report on communications. The reporting features give us helpful metrics and allow us to set SLAs for the week and month. Overall, we are delighted with our choice of InContact for our contact center software.

We've had inContact Call Center software since 1/2018. The sales and implementation phases went smoothly. The support, on the other hand, does leave me tempted to make the switch to another call center. Because I work for a company of less than 500 employees, we have a small user group using this software and a small IT department to support. So, we opted to pay a monthly fee for support. Yet, we find it difficult to always speak directly to our technical account manager (TAM). We suspect that the TAM is located in another part of the world and in a different time zone...so, she's not always responsive. It may take at least two hours for her to finally respond. The customer support website is not always intuitive enough for us to determine through their FAQ how to troubleshoot properly. We end up setting up a ticket and they try to respond within two hours. However, we use call center heavily enough that it cripples us if we can't get phone calls to come through.

Everyone at Nice has been excellent and very accommodating.

We have been using inContact for years now, and it has been great for the most part, we do have minor issues because of how the calls are routed, however, the features are spot-on, especially the robodialer.

As a customer for five years, I've found the overall service, response, and quality to meet my standards, but not exceed. I've had various Account Managers, Technical Account Managers, and other support staff assigned to our account, the constant changing results in additional work for me. I have to bring the new person up-to-speed regarding our business processes, technical concerns, and agreements. While I do enjoy them as our telecom vendor, it would be nice to receive consistent service.

It's been a long journey, we have had issues but I gave you guys 5 stars for your consistence, because you guys have helped a lot and I learned a lot. You guys have been improving and showing you care your customers, I felt like you care our issues. InContact its an excellent tool to start working with.

Nice inContact is user friendly and very easy to use.