NICE inContact Hosted Call Center


Logotipo de NICE inContact Hosted Call Center

 

439 reseñas (4/5)
 
NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests and helps businesses to connect with their customers via multiple channels such as inbound/outbound voice, email, voicemail, chat, social media and more. NICE inContact offers various call routing features, like IVR, CTI and ACD, and workforce optimization capabilities such as e-learning, hiring and WFM. The blended predictive dialer tool offer call blending, message lay-down dialing, call suppression and auto dialer for blended call centers. The solution seamlessly integrates with popular CRM applications like Salesforce and Oracle Service Cloud. NICE InContact can be used by small business and large enterprises alike and is in place across a wide variety of vertical markets. Customer service & support applications are also available as part of the integrated suite.
 

NICE inContact Hosted Call Center - Call History
 
  • NICE inContact Hosted Call Center - Call History
    Call History
  • NICE inContact Hosted Call Center - Dashboard
    Dashboard
  • NICE inContact Hosted Call Center - Outbound Calling
    Outbound Calling
  • NICE inContact Hosted Call Center - SFDC Agent
    SFDC Agent
Sistemas operativos compatibles:
Mac OS, Navegador web (independiente de SO)

439 reseñas sobre NICE inContact Hosted Call Center

 

Travis G. Especialidad: Software informático Número de empleados:  51-200 empleados Número de empleados:  51-200 empleados

27/10/2020

27/10/2020

Fuente de la reseña: Capterra

Swiss Army Knife

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They are a fair and firm company that says what they will do, and they do what they say.

Puntos a favor

There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.

Puntos en contra

I wish that there were sentiment analysis for the SMS side of the omnichannel.

Warren J. Especialidad: Gestión de organizaciones sin ánimo de lucro Número de empleados:  1001-5000 empleados Número de empleados:  1001-5000 empleados

25/6/2020

25/6/2020

Fuente de la reseña: Capterra

Have been using NICE inContact since 2009

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My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.

Puntos a favor

I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.

Puntos en contra

In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.

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Respuesta: NICE inContact 1/7/2020

Thanks for your feedback, Warren!

Miles D. Especialidad: Software informático Número de empleados:  51-200 empleados Número de empleados:  51-200 empleados

11/3/2020

11/3/2020

Fuente de la reseña: Capterra

Terrible Onboarding Experience

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It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.

Puntos a favor

Up time is good, WFM integration with the basic telephony is nice.

Puntos en contra

The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later.

When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.

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Respuesta: NICE inContact 8/4/2020

Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at [email protected]

Thanks so much for your feedback.

Anallyn T. Especialidad: Banca Número de empleados:  10.000+ empleados Número de empleados:  10.000+ empleados

17/11/2020

17/11/2020

Fuente de la reseña: Capterra

NICE inContact for Call Center Management

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At first I was skeptical with NICE inContact since I am used to using the other NICE application. After several updates made with NICE inContact collaborating with our Voice Team, the experience has been better especially loved the web player option :).

Puntos a favor

Since we started using NiC in March due to the global pandemic, we have since observed several upgrades in the functionalities/capabilities.

1. We have the option to remove download capabilities to certain users for InfoSec compliance since our company is a financial organization.
2. We no longer need 8x8 to play the call as it now has the web player functionality thus makes it easier to listen to calls.
3. We can now track the actual dead air and hold time which is critical to the call center as part of us monitoring the AHT and efficiency of our associates.
4. Clear definition of why a call was disconnected such as Agent Hung Up, Contact Hung Up, Agent Phone Disconnected, OB call interrupted and so on.

Puntos en contra

Some of the thing s I least like with the software are.

1. NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error.
2. There are times that customer could not hear agent on the other line yet or vv. We did a test in the past where we listen to the call live and listened to the call after being recorded.

Emily M. Especialidad: Hostelería Número de empleados:  10.000+ empleados Número de empleados:  10.000+ empleados

21/5/2020

21/5/2020

Fuente de la reseña: Capterra

InContact Review

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Puntos a favor

Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.

Puntos en contra

Analytics are hard to use and are not accurate based on what I know.
InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months.
We need additional widgets in the dashboard but can't get them.

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Respuesta: NICE inContact 1/7/2020

Thanks for your detailed review, Emily!