NICE inContactReviews of niceincontact.com

The product is Ok it does what most CC's do, however when it comes to enhancements and support it gets a 1 star from me. having summited 2 enhancements 2 years ago neither have yet been implemented. these are not niche changes these are for basic functionality. 1. being able to choses auto answer or manual answer. 2. abilty to change an agents username. good product bad aftercare

It glitches alot. Sometimes my agent doesnt pull up and sometimes my chats dont come through.

The ability to listen, coach or transfer calls. Tasks are easy to perform most of the time. It is also nice to be able to pull both calls and chats at a later date. Sometimes you automatically get logged out and you have to start things from beginning again. The UI is easy to use but isn't very smooth. It gives out good value for money but in most cases you feel it isn't.

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.

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.

Support for project work is often not timely and tends to drag out.

I wish we had more access to the customer support desk for help in creating reports. Report design seems to be a challenge.

As a supervisor for a medium sized helpdesk, I find that we've had mixed but overall positive results with this particular ACD. Positives: Quick access to metrics. A plethora of options (bar graphs, pie charts, etc.) to show/extrapolate data. Ease of login/password administration. Fairly robust. Responsive support when we run into issues. Needs Improvement: Lack of reporting options (we are unable to find a report that can show our analysts' real-time interactions; we can only view that data via the Supervisor console. This doesn't let us extrapolate the data in Excel or other format). Certain modules are off limits due to a, 'paywall,' (I understand this is an industry standard). Frequent connectivity issues with the platform. Less options through the MAX client than the previously offered Thin client.