NICE inContact Reviews 277

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.

It's been a long journey, we have had issues but I gave you guys 5 stars for your consistence, because you guys have helped a lot and I learned a lot. You guys have been improving and showing you care your customers, I felt like you care our issues.

InContact its an excellent tool to start working with.

Nice inContact is user friendly and very easy to use.

Its a very user friendly tool.

The after sales support is appalling and the performance of support for Euroope based customers is soooo weak. The software is flakey, frequent crashes and frequent dropped calls as well as poor quality audio.
would not be a system of choice. If the issues experienced are due to our system and configuration, we get no support from Incontact to advise us what is wrong and how to fix it. not on my Christmas card list

I have used several systems in the past and yours provides the features and functionality that we need for our business.

InContact is a great company with great people

Appreciate support during Covid-18 BCP with mandatory work from home.

No apps are infallible, which is why I can't give 5 stars. inContact has made great strides in improving their platform as well as customer relations. Outages are communicated whether they're business impacting, or not, and any escalations receive proper attention.

The platform appears to be good and your support is quick to address issues that arise. We have seen intermittent issues with MAX and using the softphone feature, but in today's COVA19 climate, it's working pretty well. All infrastructure and systems are taxed with connections in different ways for people working remotely.

The InContact system is a great software that allows user to dial through computer and the ability to record all call for quality purpose. The conference function allow it to have 3 way calls. It would be nicer if the system allows to conference above 3 parties. I'm overall satisfy with the InContact software.

They were not flexible with our platform and we ended up having to go to another provider. They strung us along for several years stating they would have the technology to allow us to build out our own interface and have the ability to run free of Salesforce but it never happened.

IT WORKS AS ADVERTISED.
IF MY PC HAS INTERNET CONNECTIVITY, THEN CAN USE MY PHONE.
IT IS AWESOME, IT HAS AN ADDRESS BOOK SO NO NEED TO HAVE NUMBER SAVED ELSEWHERE, BUT THEN AGAIN THE TIE INTO SALESFORCE IS SO FLAWLESS YOU'D THINK IT WAS APART OF SALESFORCE

Versatile IVR system! Was able to meet our company's needs and support services are great! Custom solutions from our developers were able to be made in Studio with various integrations including Salesforce. Agent console for Salesforce is convenient for screen pops and custom actions.

Good service. Timely resolution.

Very good tool to track calls, phone audits and metrics.

Great overall service with rarely any tech issues.

NICE inContact started off great and had nice and helpful staff, but it started to crumble. We were sold things that after testing and implementation found that it didn't work and wouldn't work for us from the beginning. We also had multiple connection errors, but we worked through it all. We had to have MULTIPLE and lengthy calls with the company, me and my companies finance team just to correct the bills that were incorrect and to get credits for what we were sold and wouldn't work in our space and with the product package purchased. When it came to renewal for the platform we asked that Nice inContact show us how they pull the numbers for the call tiers they were claiming on the bill, they simply told us "No!". Per the company the tier for the incoming calls are billed based on the carrier of the caller. All my company asked is that we see the report they pull in order to get the charges on the bill. We were told no and that it was something that is an "internal" pull process. The fact that they weren't even willing to get the reporting team and/or management to pull a report that should be available to customers to begin with. We weren't saying it was wrong on the bill. For all we know, it could have been right, however the fact that the company could not and would not share how they got the numbers. That was truly concerning and ultimately was the last straw for my management team and finance team. I work within a state agency and the fact that they couldn't be transparent about what they are charging us and showing us the data to prove it was enough for us to change companies.
The whole implementation process is not easy, as you know and is very time consuming. This decision was not made lightly, but if we cant trust the company that we have invested so much into, we simply couldn't continue with the business relationship.