NICE inContact Reviews 

NICE Incontact

Going to start this off by saying that Incontact is a useful tool to have for any Business.
It has many useful tools to assist you and make your job a little bit easier. For Example, The prebuilt contact history report is super useful when trying to find a call. You can search for the call numerous ways. Such as, Contact Id, Media type (call, chat, email etc.) Agent Name and Skill just to name a few. From there it's super easy to find what you are looking for and move on with your tasks.
My Favorite Part would be the Dashboard. It is super helpful that you can sort it many different ways. You can sort by State (Available, Auto wrap etc.) Name in Alphabetical order, Time and more.
It is Very simple to use and very easy to understand. I think it is great that you can have as many or as few things on your dashboard, Depending on what best fits you! Being able to see many things at once is very useful to me as I can take one glance and see everything I need to see all in one place. That way you are not having to flip through many different tabs.
I would Recommend taking a look at Incontact and see if it works for you.

inContact makes things easy, automated and simple. By allowing us to manage all our agents under one system, but keep them on their separate "teams" minimizes the systems and logins required to manage multiple teams with different responsibilities, policies, procedures and more - saving us time, money and a lot of effort! With new services and features always being released by inContact, this allows us to stay competitive and have more features for managing our agents through.

support difficult after implementation issues.

Just okay but lacks something....

We switched to this phone system a little over a year ago and are not happy with it. Over complicated, feels as though a newer system was built right over the top of an older system. Troubleshooting is quick but I have had to call and get items corrected more times that I would want to and more times than I had to with our old phone system. Also being charged $75 every 15mins of talking to someone about my account is crazy after the thousands of dollars we spend already.

Nice inContact is good for companies that need basic phone, email, and chat functionalities. Unfortunately they nickle and dime you for everything. If you need anything more advanced then it will cost you thousands of dollars to implement it. Our onboarding experience was terrible. It took over a year to be onboarded for basic functionalities and even after that year things were still not completed properly. We had to do the majority of the onboarding ourselves. There are some major basic chat functionalities that they couldn't do that are crucial to our business so we had to move on from inContact. The tool itself was good, but the whole experience was awful. Lots of late nights and time away from personal things to fix issues.

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.

The product is great and easy to work with. Any time we have questions or concerns we get feedback quickly.

Updates w/Bugs but good support.

Lots of updates which do cause some bugs, but overall minimal impact and when they do see problems, they are proactive most times in dealing with them. Good communication of updates and bug fixes.

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

I've managed 4 call centers that used NICE inContact. I'm a big fan the platform - I've always found it to be powerful, flexible and generally intuitive. I'm a bit of a data nerd, and I've been happy with the custom reporting tools in the platform. I recently accepted a position with a company that is about to implement the NICE inContact workforce optimization, quality management and IVR solutions. The investment in the NICE inContact platform was one of the things that attracted me to the company.

We are a corporate office with over 100 employees.
Support is efficient and helpful.
Service incidents sometimes affect workflow.

The service is great. The phone connection with MAX has some issues that need to be updated.

Overall products work great with each other we use engage, WFM and Central.

Contact Center agent was very helpful in diagnosing our dialer issue and went above and beyond and was very thorough, and followed up the next day to check in.

The platform seems to be fairly user friendly and well laid out. The customer service is pretty good as well.

I think that for the most part the platform is very user-friendly. However, there are times that customer service is lacking and could use improvement. I have had some issues that take weeks upon weeks to resolve and I have to explain the issue over and over again to each new rep. Although, my most recent interaction with the CS team was very pleasant.

Things have been great

Platform allows for a lot of customization

I love using inContact, it is user friendly. I do however think that the customer service when you call in to trouble shoot an issue could be more thorough. It takes way to long to connect with someone that can help you with your problem.

Great system, easy to use, great support.

Works great!
Great reporting features!
Like the ability to view real time wait times and calls!