NICE inContactReviews of niceincontact.com

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.

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

Overall, good experience. There have been a number of issues that have been severely limiting and support has not been great.

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.

Overall our experience has been great when interacting with the team and platform. Unfortunately, the only area the product falls short on is downtime. There seems to almost be a monthly occurrence that there is a production impacting event that will slow down productivity or bring it to a halt. The reporting is also very limited. There may be a lot of options when it comes to reporting but some very basic functions like transferred calls is very hard to get a good report on.

It's a good platform that helps us provide great service to our client's. Their technical account managers could use some training in customer service, they seem to lack that skill when dealing with their customers. MAX is also fairly accessible with our staff who use screen reading software. I would like to see more customization when it comes to tones and such

We had issues of agents not logging being able to log in and we couldn't take patient calls for an hour.

I use InContact Everyday, working as a Support Sales Role. It’s helps with being up to date with calls in queue and pulling calls and agent dialer States. Overall, my experience using incontact 3/5. Would prefer more real-time reports, such like real-time Agent adherence.