NICE inContactThrough a powerful combination of our technology, people and partners, we help organizations transform their customer experience into a business-driving competitive advantage. We make it easy for contact centers to win every customer interaction, deliver great customer experiences, and achieve their business goals—all from the flexibility and reliability of the cloud.
NICE inContact (niceincontact.com) has 268 customer reviews on Five Star Index, with an average rating of 4.0 out of 5.
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Dawn W.
InContact has had issues more times that it should for such a large vendor, including outages. I find their reporting difficult to understanding as many of the categories overlap. You cannot delete skills without paying money which makes for a messy system.
Response from NICE inContactOct 1, 2019
Hello Dawn, Thank you for your comments. We are striving to improve every aspect of our product and service to make your experience better.
Donna B.
the phone/contact system itself is easy to use from an agent and supervisor standpoint. Performance is an issue for us. The system slows down almost every day for most agents, making it necessary for them to log out and back in, sometimes multiple times. Support is sometimes less than effective with the issues we have had. The resolution is slow. Cases have been closed due to no response within 24 hours (when my out of office message was turned on).
Response from NICE inContactAug 30, 2019
Thank you for your feedback, Donna. We'll let the services team know about the issue with cases.
Christopher M.
The IEX platform is very clunky and the InContact portion is difficult to provide easily parsed reports. Overall, I like the systems, I just wish they were simpler to use.
Response from NICE inContactAug 30, 2019
We appreciate the review, Christopher. We are continously looking for ways to improve with every product update.
Derek C.
The system operates as an expected software to be used by call centers. The customer service is evolving and is getting better as they roll over new functions.The reporting abilities are the reason we chose InContact and there are a plethora of options available in that arena.
Response from NICE inContactAug 30, 2019
Thank you for your comments, Derek. We have announced many new aspects of our service this year.
Jodi V.
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.
