NICE inContactReviews of niceincontact.com

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.

We've used InContact since 2001 and while the company has grown and does provide a fairly good solution, their customer service and several of the products they now offer are sub-par compared to our past experience with them. It seems like every time they update something that was working great is now more cumbersome. Overall, I have not been thrilled with them in the last few years.

I give them 5 stars. They make you feel at home and understanding.I would recommend them to anyone. Dorothy

Beware of InContact especially if you have no knowledge of how it works. First they trick you into thinking that you must purchase your T1 through them. Then they bill you outrage fees on what they call 2 legged calls but only provide you a call record for one of them. Upon asking them to show a trunk report for all calls on your bill they tell you that your more or less out of luck with getting proof of the agent leg. So, the reality is if you wish to audit the calls on an InContact bill forget about it. They won't produce the data for you. Also, they over charge you for calls with various stories that the minutes per call include in-network, call connection (which can take up to 1 minutes), out-of-network and a wide array of other non-discript terms to make up why a call takes so many minutes. Oh, and it doesn't have cradle to grave reporting that you can easily access. In fact, they have NO report that details all of the calls on your bill in raw data form with all the particulars. If you have a call center ask them to show you a call record for the Domestic 1+Agent calls which will have the highest minutes charged on your bill. They won't give it to you because they don't have it. Yet, they think it's good business practice to make you pay for it. Beware.....Their system gets hung calls and it continues to charge you for it. You best give your bills to a formal auditor and then get out of the contractg!