NICE inContact

NICE inContact Help Desk Software


4 / 5
112 reviews

Who Uses This Software?

Contact centers in small, medium, enterprise and government organizations use NICE inContact CXone to deliver exceptional customer experiences across all channels digital and voice.


Average Ratings

112 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • NICE inContact
  • www.niceincontact.com
  • Founded 1997
  • United States

About NICE inContact Help Desk Software

NICE inContact is the cloud contact center software leader with the worlds #1 cloud customer experience platform. NICE inContact CXone combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact's solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations.


NICE inContact Help Desk Software Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket Management

NICE inContact Help Desk Software Reviews Recently Reviewed!


Call Center software with great functionality

Dec 11, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Our company upgraded to InContact a few years ago from TASKE. As the local system administrator for one of our sites that uses this software, I provide data reports to all teams tailored to their specific needs. The amount of raw data that can be extracted from InContact is enormous and is very helpful for operation and individual performance evaluation and optimization.

Cons: For our business unit having to transfer calls is not only inefficient, but also not seen as good customer service. There are no easy to use reports available, neither canned nor custom, that would allow simple evaluation of transferred calls that can be reviewed. Additionally, our main business unit running InContact is located in another time zone. Working with InContact Support, there is no way around some time zone issues when setting hours of operations for our local units. When I try to override our normal hours of operations to close the queues for lets say one hour between 2 pm and 3 pm CST, I have to set the end time to 4 pm EST. This would be less confusing if the override wouldn't display the close time incorrectly on my end then, as the notification and countdown will say that it is currently 2 pm and that the business unit is closed for 2 hours until 4 pm.

Overall: Before utilizing a call center software we provided our individual teams members phone numbers to the customers. This created multiple issues that were unsustainable as the organization grew. Customer complaints started to rise that we were not reachable via phone, that voicemails were not returned in a timely fashion or at all, and there was no data available to evaluate staffing performance and additional resource requirements. InContact solved the majority of these issues and we are now able to not only evaluate the points above, but also categorize the calls through dispositions used to improve call routings. However, there is no report that actually includes all three disposition fields. Only the primary disposition and the disposition comments are available in canned or custom data reports, the secondary disposition can only be reviewed for each call individually in the contact history report.

Nice inContact Call Center

Aug 03, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The software, compared to legacy premise-based call center solutions, is considerably easier to configure and implement. Time to bring on new IVR and ACD solutions is a fraction of the time to do so in the traditional environment. Integration with CRM solutions for screen pop, IVR customer lookup, dialer list management, and other services can be easily configured and implemented in days vs. months. The software enables multiple media types (voice, chat, email, SMS, etc.) to be managed under a single platform and seamlessly routed to agents. Getting implementation staff proficient with the tool is another plus.

Cons: Functionality of some services is not as deep as a point solution (i.e. compared to a full function chat or email management service) but is more tightly integrated for multi-channel routing.

Overall: My experience with the Nice inContact call center software has been that it is a high quality, high availability solution that meets most call center operational requirements and can be implemented in a timely manner.

Excellent cloud technology solutions for our contact center.

Jan 04, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: There was a time I felt I was losing some control by giving up all the physical equipment in our contact center and moving everything to the cloud. I got over that fairly quickly when we started improving quality, production and survey scores and eliminating down time.

Pros: They have a solution for pretty much have a solution for any task or initiative you have in your contact center. You don't need to purchase every tool; you can purchase only what you need. Their engineers and technical manager are good at what they do and have helped us design solutions for a variety of challenges.

Cons: If you are new to cloud technology for contact centers there is a lot to catch up on. You will have to do some studying and training. Most of these tools are easy to use, but in some cases you need time to get used to using the technology. You need to ask a lot of questions and make sure your technical account managers fully understand your business so they can partner with you on designing tools and solutions that work for you.

InContact review

Feb 27, 2017
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use when it comes to skill buildouts, edits. Priority blending works well and helps us prioritize calls to out agents. PC dialer works well and eliminates that "pause" when a call is launched to one of our students

Cons: Freezing of the platform on occasion. Need ability to create agent profiles where you can add skills to a profile instead of adding skills to multiple agents. Too much time involved

Overall: Overall positive experience. We've used InContact for over 5 years now and have been able to grow our business as a result. We were the first to launch the PC dialer and use it extensively every day to increase the amount of outbound call attempts we make on a daily basis. One thing that needs to happen is to find a way to reduce the amount of freezing that occurs within the platform. We experience this about once or twice a month, sometimes for short periods, but sometimes for longer periods of time which can negatively impact production. Also, continue to enhance the custom report tool. It's getting better with each release, but still has some room to improve.

Best in Breed

Nov 09, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Rock solid infrastructure and up-time delivery.

Robust feature set with endless customization options.

Seamless scalability both up and down in the cloud.

Speed of implementation.

Community driven learning centers.

Overall flexibility of the platform.

Full redundancy to ensure no call drops even during outages and upgrades.

No in-house experts or external consultants required for administration.

Free updates and upgrades.

APIs for everything!

Cons: Upfront costs for implementation.

Not the cheapest solution.

No premise offering or solution.

Options can be overwhelming.

Overall: I'm a contact center executive who specializes in technology solutions. I've researched, compared, selected, and implemented both cloud and on-premise solutions ranging from under 20 seats in a single location to over 1,000 multi-lingual seats located across multiple centers and in multiple countries.

Recommendations to other buyers: Everyone seems to want everything yesterday so get started wit the process as soon as possible.

Incontact is innovation

Mar 27, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: I believe we are the largest client incontact has. They have provided customization to our telephony business that has allowed for improved close rate, streamlined call routing, and data analytics to improve our business.

Cons: I'd love to be able to house our communications with agents in the software.

Vendor Response

by NICE inContact on March 28, 2019

Hello and thank you for taking time to post your review and for sharing the good results you are getting to support your business goals. We¿ll pass your suggestion along to our product development team. You may also want to check out a new feature in our Customer Community to submit product ideas that the entire community can vote on. We now have over 850 customers involved. If you haven't joined, you'll want to get started. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. For additional assistance with the registration, please contact us at community@niceincontact.com. Again, thank you for taking the time to give us your feedback. We look forward to innovating together!

The call center I work at uses inContact for our phone system.

Jun 26, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This software is easy to use and straightforward. The way our IT department has it set up is with a extension/addon/plugin that makes it available from within Salesforce. This is great because it means we do not have to switch to another tab or window in order to control the call (i.e hold, answer, hang up, and transfer.) which means less hassle and we are able to help customers much more efficiently.

Cons: There is this strange issue were my inContact window would give alerts about being disconnected from the internet. I sent it to IT who were unable to resolve it and they received word back from inContact that it was not there issue either so it still happens to this day. This was not a huge issue until a recent update removed the OKAY button from these alerts so now I cannot dismiss them and have to wait for them to disappear on their own. This usually only takes under a minute. However while it is on the screen I am unable to do anything in my call which is frustrating.

Overall: Overall it is a good product and simple to use. Easy to understand with little to no training as long as the person using it understands symbols on most basic office style phones.

Capterra loader

Great for a small call center

Nov 02, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Mostly reliant software with great sound quality

Great call routing features and automation

Quality call recording options (useful for escalations or PIP)

Cost effective due to the entire company using the platform (may be expensive for smaller teams)

Cons: When system is down, missed calls are lost

System support can be slow at times

Reporting capabilities could be expanded (improved dashboards)

Overall: My team manages a mini call center composed of 5 specialists that that handle incoming calls from our vendor network throughout the day. During high volume days, calls are looped among the specialists in order to avoid missing any calls and requiring a vendor to leave a voicemail. This software was easy for our IT department to transition between looped calls and standard call processes. I believe that this is software can grow with your company whether you have 5 employees or 500.

From Rocky to Rockin'

Feb 13, 2017
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: We've been with inContact since 2013. Our initial start was very rocky. We had several staff/contact changes at inContact, inconsistent/conflicting information and instructions, and poor documentation. Since then, inContact has completely turned this around. This is thanks in large part to the excellent efforts of our Technical Account Manager and his team. His support is excellent and response time is great. Updates made to the Knowledge Base and technological updates have all helped to make inContact something I gladly recommend. My only complaint is that their site is still not mobile friendly which makes it hard to make changes, such as our hours of operation, on-the-go.

Pros: Technical Account Manager's support has been excellent. Features work well.

Cons: Their interface needs to be responsive/mobile-friendly and reporting could be a little easier to use.

Recommendations to other buyers: Pay for the monthly Technical Account Manager. It's $ well spent.

Successful business transformation through integrated contact centres

Sep 19, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: incontact is an excellent scalable platform for expansion/integration incontact seems to be very much in touch with evolving customer needs Customer support and customer communication is very good and sometimes surprisingly transparent Integration of chat and email for a unified agent queue allows agents to work from a single platform Integrated agent and phone application allows agents to work from home without specialized software on their home computers. options

Cons: Customer support is usually so good that it's disappointing when inContact occasionally doesn't live up to it's own standard I wish the company had a service centre in Canada although their service offerings port fairly well across the border

Thoughts of a Collector

Nov 17, 2016
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use, ability to adjust to our growing enterprise

Cons: Communication when there are known issues

Overall: Our company starting using InContact three years ago to begin managing the expectations and KPI's that we set for our contact center agents. I was brought in just for this purpose as a way to manage this platform and ensure we are getting the productivity that was promised. Not only has InContact performed as promise but I was also able to utilize the system to do other things such as creating new scripts to assist in collecting receivables timely. We were able to quantify the rapid increase in right party connects which help decreased the DSO significantly. We reduced headcount because the platform helped dictate the agent's day using the various campaigns. In the beginning our agents completed 25-40 calls daily, when we implemented InContact that increased to 140-200 calls daily. I would definitely recommend this to other companies!!

Record employees for training purpose and performance. Able to find call recordings when complaints

Dec 15, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Able to use the call recording system to train employee(s) on quality calls to the homeowner. I was also able to find calls when the customer would call and compliant about the employee. It is a GREAT back up system for complaints, you can call the customer back and tell them you listen to the call and the situation did not happen or it did happen. Use the call recording for performance issues with a employee. You can also let the employee listen to the call and rate it and have discussion of their findings on the call. Good training tool.

Cons: When the system was down and you could not record a call that was necessary to go over with your employee.

Overall: You can use the system for performance and customer complaints.

BUYER BEWARE: Make sure your read the fine print on contract and confirm 100% that the features you want do not have hidden costs

Feb 06, 2017
1/5
Overall

1 / 5
Ease of Use

2 / 5
Features & Functionality

1 / 5
Customer Support

1 / 5
Value for Money

Comments: 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.

Pros: Gives the flexibility to write you own scripts, if you have the knowledge to do so. Otherwise, you are paying.

Cons: Too long and complicated to set up Too many random issues that we had to figure out ourselves No mobile solution SMS support is too pricey.

Recommendations to other buyers: Be very careful if you plan to purchase this product. I was sold a product that did not resemble what I requested. I was very clear and upfront in regards to what I needed/wanted from a product. I was ASSURED several times, even as I shared a pricing calculation spreadsheet with our sales person, that I had to hard cost. Once the sale was finalized, my sales person completely disappeared. I was handed off to a completely new group of people who did not seem to be in tune with the sales person. Suddenly, everything we had discussed started over. Many of the things I was promised now cost extra money. Do not fall victim to heavy pressure tactics from sales people. My sales person had the nerve to ask me to sign the contract as a gift.

Constant Service Issues, Terrible Customer Support

Oct 13, 2016
2/5
Overall

2 / 5
Ease of Use

1 / 5
Features & Functionality

1 / 5
Customer Support

2 / 5
Value for Money

Comments: While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still have at least one impacting event every week or 2, that lasts 20-30 minutes. The customer support is the worst I've ever dealt with. Some of them are nice, but clearly just don't have any idea what they're talking about, and some of them our downright rude. 1/3 of the time I call them, I know right away, based on their initial response, that there's no way they're going to be able to resolve my issue. Another close to 2/3 of the time, they take my info, ask me for info they could find themselves, and then create a case. They keep updating the case, until eventually the issue just kind of resolves itself, and then they close the case. Then, of course, the issue comes back 2 days later, and the process starts over again. I've even had a service representative flat out tell me my agents are lying to me, rather than treating the issue like it's InContact's fault - he also basically told me I was an idiot for "not seeing the obvious answer". We did, later, find proof that it was InContact's fault. For all of our service issues over the last several months, they did provide a credit due to the guarantee, but six months of refunds came out to be about 8% of one month's bill - not much of a refund for constant issues and headaches that cost our company sales and hurt our department's credibility. The script (InContact's Studio) is immensely and unnecessarily confusing, and if you can't figure out how to do it yourself, customer support will try for about 30 minutes and fail (hopefully not breaking anything else in the process), and then you have to call their professional services, which charges for every 15 minutes you're on the phone. Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help. Many of their other add-on softwares are also unnecessarily confusing, outdated, buggy, or a combination of all 3. For instance, their WFO software, Verint, is incredibly confusing. Three of our employees went to a week-long training (which we paid a lot for) right before I took this position, and none of those employees could really tell me how to use the software. They did, however, forward to me 2 separate guides for the software, which totaled nearly 1,000 pages. Even with the wide array of unnecessary and complicated options, I still couldn't customize it to my needs after working with it, and customer support for nearly a month. They are moving away from Verint, because the company that acquired InContact has a competing product, but this point still stands for their other softwares as well - InView is nice, but very buggy and finicky, and we couldn't get quick results from our Account rep there - Uptivity looks like it was created in the early 90s, and is also relatively confusing, and non-user friendly - their customer support is also horrid. The only reason we haven't switched already, is I'm finally starting to understand their Studio (after 9 months in this job), and I don't want to start over, and I'm worried that another company will be just as bad, or at least close. But it really hurts to pay so much for a poor service. As far as price, I don't have enough experience in the field to be a great judge on this, but in speaking with others about some of their add-on service quotes that they've given us, I'm quite sure that these at least are a pretty terrible deal.

Pros: Reports are much more customizable than our last service The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting.

Cons: - Poor Customer Service - Buggy/Non-user friendly add-on products - Constant Service Issues - Complicated Script - Expensive Professional Services

InContact Cloud Software

Oct 04, 2016
3/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company.

Pros: The call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs.

Cons: The support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting timelines for items to be completed. The training provided to support the back end such as script building and maintenance wasn't sufficient. It will require dedicated time and support to learn it efficiently enough to be able to maintain it without disrupting anything. I will say that it was a pleasure to work with the technical lead assigned to our implementation he was great at assessing our need and finding solutions to meet it. Dealing with our InContact assigned technical account manager initially was a struggle. They didn't seem to absorb a lot of information related to our account which caused some unnecessary errors related to our billing. It took a couple months to resolve that matter. The follow up from them has not been the greatest, albeit you get what you pay for. They do have an option for an account manager that provides more dedicated support which we are looking into.

Recommendations to other buyers: InContact is budget friendly according to your need, and has a lot of innovative options. They offer a lot of customizable features which allows your the flexibility to tailor it to your customer needs. Be aware of all of the cost related to call routing, number assignment etc. Fully understand who has ownership of what and who is responsible for supporting all aspects. Take time train, learn and understanding their product. Overall it is a good product, but their support has room to grow.

Best Service

Feb 13, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The Personal Connection Dialer is the best around. You will not find another dialer that can produce results of <1% abandonment rates. Our agents love more than any other dialer they've used as well.

Cons: WFM - we just started using it, so maybe when we get our hands dirty with it, we'll find some pros.

Overall: When you work with inContact, you feel like you are part of the team. It is a partnership, not a Vendor/Client relationship. From the Technical Account Manager to the Sales VPs, they are always wanting to know more about us as a company, how we are using the product, and what we would change. I enjoy every minute using inContact.

Recommendations to other buyers: Very easy to set up. Dedicate the resources internally to make sure you get ALL of the bang for your buck.

Ive been using incontact for 8 years now. The product is extremely easy to use and feature rich!

Aug 01, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The product and interfaces are easy to use and understand. The amount of options and tasks that can be done are vast and it allows for major changes to made quickly. It allows for extreme flexibility and adjustments to business practices and processes allowing for significant cost savings and improved customer relations.

Cons: With so many closely tied systems and being cloud based it can be very difficult when there are outages or issues. It isn't as simple as restarting the servers and getting back online. At times outages can be vast and occur for quite some time as the right parties are engaged to resolve the issues.

We use InContact for many different functions, and are quite pleased with their performance.

Apr 09, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: Ease of use has been particularly important for us. Their functionality allows us to use data in new ways to become more efficient as a company. Additionally, our agents are able to seamlessly switch between taking calls and chats as incoming volume dictates. The Studio product allows us to make minor changes to IVR scripting and call routing without being experts in programming.

Cons: Some of the reporting functions can be difficult to maneuver or structure, but once you are familiar, there really are few problems that we deal with. It is just a matter of using the product and using it to its strengths.

NICE WFM

Dec 28, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: NICE workforce management is very useful when it comes to both scheduling of associates, and managing time off requests. It allows you to see your teams all in one, and make modifications to their scheduling right from the same screen.

Cons: We have had some kinks with NICE over the few years that we have used it. We managed to iron them out, however, it was rather frustrating at the time when trying to work around issues with time off requests, and not being able to locate associates who were put into teams incorrectly by our WFM team.

Overall: Overall, I think that NICE Workforce Management is the best WFM software that we have used.

The Tech and the Last mile

Apr 18, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The features and functionality are thought out.

The amount of documentation they have available is very good

Flexibility in Scripting and its implementation in the real world is well done.

Cons: You should really push a Power BI based reporting engine for customers. We have developed one for ourselves in our company.

The scripting UI feels like still left in the previous century. Both the look and feel and usability. For e.g. to connect two objects you need PERFECTLY click on the arrow and drop on the other. And there is more!

Overall: Maintaining a 24/7 Help desk for our organization

Implementation is a Breeze

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Truly a fabulous experience. Engaged team always willing and able to help.

Pros: Implementation from design to going live took only 90 days and we converted in a single day. Once installed - ease of use and ability to work from any location (web access) makes this a truly flexible solution that drives improved productivity and improves ROI.

Cons: Customization, if needed, can be done but can be complex to execute. As long as requirements are clear and communication is consistent - will be executed but any gaps in requirements may cause the outcome to be unexpected.

Capterra loader

Don't hestitate

Aug 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This CCaaS solution is as easy to use as it gets to create seamless, end to end omni-channel customer experiences. You get one record for all customer interactions which makes reporting easy. Can eliminate all complex integrations across platforms and have all capabilities in one place. No need to ever worry about an upgrade again!

Cons: The call routing programming can be made easier and not a punch out to another local piece of software.

Overall: Ability to eliminate up to 10 other contact center platforms when fully leveraged reducing cost to manage by up to 50%.

Nice InContact as a contact center & WFM Solution

Sep 27, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the dashboards and reporting capabilities of the tool. As a WFM administrator being able to pull accurate data that can be quantified and analyzed is extremely important in my work.

Cons: I do wish the automated options in the time off manager allowed time off to be based on interval staffing as opposed to just a set number of hours allowed off each day. Overall the time off manager works great, there are just times that something a little more specific automation types would be helpful.

inContact WFO Solutions

Nov 18, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: WFO Solutions that allow you to customize and automate a great deal of quantifying metrics. My WFO Products allow me to spend more of my time with my staff rather than coming over reports.

Cons: I wish there were more ad hoc reports and customizable reports associated to schedule adherence.

Overall: inContact WFO Solutions provide end users with completely customizable products that allow you to accurately monitor the most essential parts of your business. By providing each customer and innovative platform they have cornered the market on meaningful performance based solutions.

Less on-site equipment a real value for the money. All software updates are included with the monthly fee's.

Dec 13, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I must say the inContact support personnel that I have worked with are Professional and very Pleasant to work with. I have been building Call Centers since technology grew to the point you could successfully build Mega Centers. I have Managed Call Centers from 50 CSR's to 1200 and inContact allows me to Manage the complete site with much less on-site support people and less DBA's to work in the back ground. I Love this product and would recommend it to anyone that wants a Professional managed Call Center.

Pros: Easy scripting and functionality built in and easy to change in the event the business changes. To Administer the inContact platform you must have IT and Telephony experience. The system is designed to put more control directly in the hands of the Managers and Supervisors. With very little training the Management staff can manage the business and get detailed reports in a matter of minutes.

Capterra loader

inContact - Powerful and Easy to use and configure

Aug 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: InContact's platform is very versatile and flexible allowing for multiple configurations. We have a very diverse setup and it is easy to customize, well laid out, and easy to restrict access for different profiles in the company.

Cons: I haven't found many drawbacks to this software, in fact, the more we use it and the more updates they do, the better it gets!

Overall: We have used inContact's software for 6 years now and it has helped our business scale on short notice. We have had a very good overall experience and highly recommend.

Capterra loader

Flexible Phone Solution

Dec 13, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: InContact provides pretty good call routing management and has been pretty reliable.

Cons: The interface leaves a lot to be desired. The client can make things like conferencing/transferring calls a chore, and on the admin site its menus are a mess. Finding things like the option to manually kill a "phantom" call from the queue is nearly impossible unless you know where to look, which winds up being in a spot you never would have thought to look.

Great organization

Nov 09, 2016
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Stability and ability to integrate with our CRM software seamlessly. They have evolved over time and regularly release new features that enhance how we do business.

Cons: Some of the software/products feel patched together from different partners.

Overall: Products, service, and stability make inContact a unique and special telecom provider and business partner. We require 24 X 7 (365 days a year) support, and they do not let us down. They are in a constant state of evolution to keep your business relevant and current.

Capterra loader

NICE inContact might be a great for you, but it isn't right for me

Jan 24, 2019
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
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Pros: Calls can be routed to skills based on the type of flow you require for your business. A lot of flexibility with the actual calling options as well as chat features.

Cons: It's limited in how it operates as only call center platform. If you only want to call or chat with clientele, it will fit your needs. But if you want to track all levels of communications and do so in the scope of a true CRM, it is more limited compared to other platforms on the market.

Overall: I need to start by saying inContact isn't bad. It just isn't right for what we do. We work in higher education as an online university. We connect with our students through phones and assign students to staff. Communicating with our students is very important and we need an efficient way to do this. inContact allowed us the ability to have calls come in and out, but it doesn't integrate cleanly with a CRM. So tracking specific analytics of our communications are complicated. We can track by agent, but not by caller. As we have the same people calling in, this is an important feature inContact lacks. However, if you are purely looking for a call center platform that allows different levels of staffing to interact with clients or potential customers, inContact has a lot of great features that will work well. They even have an embedded chat option for customers who don't want to speak on the phone that integrates perfectly with the Agent.

Nice InContact review

Aug 15, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of setting up new skills and creation of dashboards

Cons: Need more flexibility around building agent skill profiles and allow for more landscape to work with in the building of real time dashboards

Overall: We have seen some significant outages recently that have to be addressed and they need to address some shortcomings within the support structure, but the product continues to allow us to reach out to many more students than before

inContact WFO Product

Nov 17, 2016
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: User interface and easy of use.

Cons: Encryption Key setup and the process how to update them. With PCI this is a big item for our company.

Overall: We use this product daily for a large number of sites. The product is easy to step and support is offered to help when issues arise. We do have custom changes that inContact did help to develop. inContact does offer training to all the support staff and also the end users which help with our job as they are taught how to use the product.

Great call center technology

Jul 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The service is mature and easy to use. The services include calls, emails and chat (at least that I've used). Queing and agent setup is easy to manage and prioritize all the agents.

Cons: There were some challenges with the initial setup but the support was awesome. The team was helpful and made the challenges be resolved quickly.

Overall: Great call / inquiry management service.

inContact-excellent products and service

Sep 28, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The products are reliable, relevant and always being moved forward to be on the cutting edge of technology and demand from clients.

Cons: There is nothing that I don't like but things that I am looking forward to being able to incorporate such as a more sophisticated voice of the customer tool and real time authentication in the cloud using voice biometrics.

Best Decision Ever!

Nov 17, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy of use, helpful tech support, GREAT professional service support when needing to make changes very quickly!

Cons: N/A

Overall: We started with inContact over 5 years ago and have not been disappointed. From the implementation to the current usage the support staff to the sales staff has been great. This is an easy to use tool and one that each time we have 'another' request, inContact says okay, let's figure out how to do that for you and they deliver!

Overall positive experience.

Mar 18, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use when it comes to skill buildouts, edits. Priority blending works well and helps us prioritize calls to out agents. PC dialer works well and eliminates that pause when a call is launched to one of our students

Cons: I wish there were more ad hoc reports and customizable reports associated to schedule adherence. They fall a bit short in that arena.

Convienant and easy to use

Aug 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ease of use! Once trained on the system, it was the simplest to follow. The break, unavailable and available functions made it easy to set your breaks before ending phone calls. All around great product!

Cons: Had a few issues with malfunctions and the dialer kicking me out of lunch while I was away. But that's technology.

inContact is awesome

Feb 13, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I started as a new Telecom manager and admin last June. The amount of support and help I have been given by inContact has been fantastic. I would have definitely failed if it weren't for inContact's software and service.

Pros: Adaptable and robust if you want to do it or need it done inContact can help find the solution.

Recommendations to other buyers: If you are wanting to have a successful call center it is important to have a success package

Huge step up from our last platform; placing tickets was difficult

Oct 11, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money

Pros: It's easy to use. We set a lot of it up ourselves. We would routinely add new users. Changing skills was easy; setting up chat was easy, etc. There was some training that needed to be done in certain areas...but a lot of was pretty instinctual.

Cons: Placing tickets was rough. I made my coworker do it because she had the most experience. We had to login to another system and fill out this whole survey, basically, to get things fixed. They didn't go wrong very often...but when they did, it was daunting. Emailing our rep about issues would have been easiest, but it seemed filling out tickets was required and that was not enjoyable.

Great results with an easy to work with staff

Aug 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Features and functionality gives me many options and alternative to ensure we operate as efficiently as possible

Cons: not much there is plenty of option and never sure I am fully leveraging all the good stuff you have available.

Overall: The NICE in Contact team are always responsive and ready to help me get the results I am looking for

Remote Agents

Aug 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the scalability and the flexibility to add agents or remove agents. Adding lines or ports when need to peak times of the year. I like being able to change my routing / scripts as needed and not having to wait on a developer.

Cons: I really have nothing on the software that I am not happy with.

WO-WIN211 review

Nov 09, 2016
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I can customize anything to fit our company - do not have to have support assistance with customization

Cons: expenses are hard to understand, rolling out new software sometimes has issues.

Overall: I have been using incontact since 2006 and have been super satisfied with the service and product. I love the control I have at customizing our system to fit us!!

Change in functionality

Mar 06, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The new side bar feature is handy. The overall appearance of the new CXone Blue is more appealing to the eye.

Cons: The new update with Central from Orange to CXone Blue is missing quite a few features. There are text sizing issues on a number of pages. To navigate to different pages in a new Tab with Ctrl + click sometimes does not work.

Overall: The tool is handy when it works. Most of the day Central crashes and forces you to log back in. The text sizing issue is hindering.

Outbound Dialing is made easy and very manageable

Mar 07, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: Outbound Dialer , Query strings, managing dialing list .The way call list is managed to do the outbound dialing is very easy.

Cons: Salesforce Integrations, I wish the call dispositions are captured seamlessly in salesforce. Debugging is little hard with this managed packaged.

Recording so useful

Apr 14, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: easy to use.

Cons: storage can get expensive.

Overall: We record all inbound and outbound calls. I can not mention how many times the recording has saved frustrations to settle things. accessing the recording is easy - just locate the call, click the recording tab, listen by having the system call your phone or download the file & listen on your computer. easy !

This is a fantastic auto dialer that's integrated seamlessly to our systems and works very well.

May 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Our revenue and outbound call performance have both regularly increased since adopting and integrating CXone Personal Connection. Reports and quota matching have also become seamless and easy to produce.

Cons: We were initially concerned that we might not be connecting with more outside prospects but once we integrated the software fully, we noticed massive boosts and increases. We've been extremely satisfied since.

grest product, flexible.

Sep 13, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: great product, very flexible, self programmable, can make changes on the fly if you know how, support is pretty responsive on urgent issues.

Cons: cost of product could be better - I would recommend for large clients but may not be cost effective for smaller.

Easy To Use

Oct 16, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: We switched to Nice inContact two years ago and the ease of using it for reports, looking up information, and setting up agents is great. It gives management, not just IT the opportunity to make changes to call routing and agent set up.

Cons: Like any other phone software you risk the chance of the system going down, hence you loos calls.

Overall: Everything from the set up to the customer service has been awesome.

Great support and processes that are in place for issues. Great stats and reporting.

Apr 05, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: IVR Studio and reporting. Both are key for our business and vital. IVR studio I find I learn something new each time I configure scripts.

Cons: No integrated softphone. You could still charge like you do for the softphones but it would be nice to have a biult in softphone instead of using a 3rd party and yet another app to launch on our agents desktop.

Overall: Reporting, support, stable.

Mortgage

Feb 16, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Loved the overall functions of this Crm it is great for my industry. The Crm allows you to run your company with the confidence that you can stay on top of the day to day business and acts like a key member of your team.

Pros: I love the fact that it works perfectly with filogix system and that it is tailor made for the Mortgage industry.

Cons: The price for single use

Recommendations to other buyers: If you want to run your mortgage brokerage seamlessly you need try this crm

Capterra loader

Trained and implemented. Easy to use, hard to troubleshoot.

Oct 11, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It was easy to setup new people, change skilling, update holidays and pull reports.

I trained agents and new leads to use the system. Help set up chat and provide quick replies. I liked the visibility available in real time and the ease of pulling reports.

Cons: Putting in tickets was time consuming and hard to prove errors received. Had to have special permission to submit a ticket and at times tickets were closed without the issue being resolved.

Overall: Better reporting and easy to setup new users with different access.