NICE inContact Arvostelua 

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.

The Nice Incontact platform is excellent. They only thing I think would make it easier is an easier way to complete internal transfers within the Max agent. Right now you have to go through 3 steps to transfer an inbound call internally without placing the customer on another long hold.

inContact is a wonderful solution for my Service Desk. It allows me to very easily have full control of our telephony environment. Reporting at my finger tips and recording calls is most helpful.

NICE InContact provides constant communication and updates to us on important issues and situations. Their Team Members in all departments are helpful and knowledgeable, always willing to help and listen to our concerns and provide solutions. Their range of services really allows us to provide our customers with the best Call Centre solutions.

Very satisfied, thank you :)

Love the service but reporting is not intuitive and difficult to manage. I have to get my IT department involved any time I need something new.

Incontact has been a huge success in our business. We enjoy the customization for all aspects of our calls and we can edit the IVR on the fly. We had a situation just today where our site went down we had to put a IVR note in the system and we were able to put it in and remove it with in mins of the resolution.

Solid and easy to use. We have this integrated with Salesforce and the pop up is great

Our small contact center loves InContact. It works easily for what we need it for and there is rarely downtime. Updates to the system are done outside of our business hours, so we never have trouble with those either. One downside is that if you're looking to request a feature, but not many other customers are, you likely won't see a resolution.

I WISH THERE WERE MORE FILING OPTIONS FOR ORGANIZING CALL INFORMATION AND NOTES - LIKE A SECOND DISPOSTION OPTION LIST

It's a good user-friendly platform but the quality of the studio scripts depends on the expertise of the implementation partner to a great extent. I believe, as a customer, more training and normalization of best practices across certified partners would help improve the experience.

It is very easy to create and edit evaluations compared to other platforms I have used and I like that you can schedule reports to be automatically emailed out to certain users.

Overall, it's been a very good experience. We hit a few bumps in the beginning of the relationship, but we were undergoing a major technology change - that's bound to happen. Those bumps were smoothed over by the wonderful account teams that we've had - I can honestly say that there are very few complaints I can think of about each and every employee I've interacted with at Nice inContact. Employees are highly responsive, quick to respond when called upon, and are generally extremely helpful and a pleasure to work with. Keep it up!

We have been verify happy with InContact. Our rep Kim B. is just the best ever. Give that woman a raise!!!

What a great experience we have had since go live - great products, great people!

Great service, great ongoing contact for critical communications, streamlined service!

Easy to use, helpful, intuitive

Antiquated and unstable. Daily outages, during business hours.