NICE inContact Reviews 

As a start-up company we were looking for a simple solution, that would intergrate with Salesforce for an omnichannel communications.
InContact filled that need, and helps us provide a great member experience with multiple communication channels. We use the services for inbound calls, inbound chats, outbound agent-driven campaigns, and agentless IVR campaigns. The implementation plan was thorough, and they kept to the original schedule so we launched our contact senter on time.

InContact satisfies the business needs. It is much better than any systems we have used in the past. However, we have had many outages.

An excellent ACD platform. The custom reporting options can be a bit too much and I have found that the custom reports will not always pull historical data, but I utilize the Data Downloads and pivot tables to produce my data and I am very happy with that setup.
The information available in the data downloads is vast and has fulfilled all of my reporting needs (and gave me ideas for more that I didn't realize I needed or wanted).
I am in charge of reporting for a Global operation, with multiple programs that I have to pull data from and NICE inContact is by far the best to work with

Tech support is often very slow and not very helpful. at times they seem more interesting in maintaining their SLAs and closing tickets than they are in resolving the issues.

The API is very solid however, we have little to no issues using that for both user admin and reporting.

The Nice InContact platform is stable and reliable. It makes our business run smoothly.

While the product was dependable, the service was absent. When we had issues it took constant contact to get it resolved. Several issues and requests took months to get resolved. Ultimately, we resorted to cancelling service and moving to another provider. This hasn't worked out well either. They never entered our cancellation and are still billing us. Now we're in a fight to get them to cancel the service and stop billing us.

Overall a great product. While I have had some complaints regarding the Documentation and explanations with reporting, they're always working to fix, update, correct and expand. Pleasure to work with.

It works great unless there's any kind of network issue. It just seems to fail to reconnect sometimes. Other than that love it.

InContact is great,

We are a Small to Medium company and we like the easy of InContact. I don't think we use a lot of the services we pay for and would love to get help with that but there is a cost to have that type of help.

I have used NICE inContact for years and have never had an issue. It is by far the most customizable solution we've had for telephony, and we've never had an issue with downtime of any kind as a 24x7 business

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

NICE has been a pretty good system to work with. We've had limited issues with our ACD and when we do we have quick turn around.

NICE InContact has made such a difference in our Call Center.
System has incredible reporting and is very stable, ability for agents to work remotely and is really easy to train on for new agents.

I really loved using NICE inContact. I thought it was very easy to find reports and track my agents. Ease of use and speed is really important to me. I would recommend the software to anyone!

Overall the platform is great. Support can be a little trying at times, but it is rarely needed.

We have been using NICE inContact in our call centers for over 10 years and it has tremendously increased our efficiency and productivity. Over the years the interface has become more user-friendly and our agents are extremely happy with the product. I would recommend NICE inContact.

Easy to use interface, excellent call quality