NICE inContact offer a range of solutions to meet your contact center needs. The cloud contact center software is scalable and built on the basic foundation of multi-channel ACD and speech-enabled IVR. CRM integrations, customer feedback, predictive dialers, workforce optimization, quality and workforce management, network connectivity, disaster recovery and reporting and analytics can then be added on.
The solution is based on a pay-as-you-go billing model and can be used to support multiple contact centers, including agents working from home anywhere in the world. inContact's Cloud PBX solution guarantees 99.99% availability as it operates in a carrier-grade, geographically redundant environment. The Blended Predictive Dialer software uses SLA based inbound-to-outbound and outbound-to-inbound call blending to help manage large amounts of calls. Calls are automatically shifted between inbound and outbound agents depending on call volumes.
I spent a long time researching software solutions in the industry to create a full integration with our software platform. During the sales process, the sales person made statements that were not accurate. I was led into believing my costs would be constant per user and it turned out to be a lie.
Upon our launch, we had scheduled to bring out their training staff to help train our employees. They sent someone who sat in our office for 2 days and was not able to help anyone. This person actually left early while he was there and every question that was asked, he did not have a response. He would have to call someone else.
After we signed our contract, everything turned into $$$$ for this, $$$ for that.
I have never felt so deceived in my life. The sales person even used the fact that he was having a child to coerce me to sign the contract with his relentless approach. I should have sniffed this out during the sales process.
While they have some features that are nice, everything has started to unravel. I lost a client because of the number of dropped calls that they have had.
When we were first launched, there were countless issues with the configuration that caused us to lose calls, voicemails and essentially tarnished our image to our clients.
It was very clear that no one understood what I was sold because I have been around nearly every department possible at that company. Reseller, Affiliate, you name it.
The most disturbing part of all of this was the convenient negligence from their sales team that I could get the same exact thing I was being sold by going through Ring Central directly. The sales person knew EXACTLY what I wanted. I was crystal clear because I knew this would be a problem. I am just warning you to make sure you are VERY careful with the purchase of this product.
Don't be fooled by 90% off discounts on their contracts. It just lures you in and then they will nickel and dime you for every little thing.
Gives the flexibility to write you own scripts, if you have the knowledge to do so. Otherwise, you are paying.
Too long and complicated to set up
Too many random issues that we had to figure out ourselves
No mobile solution
SMS support is too pricey.
While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still have at least one impacting event every week or 2, that lasts 20-30 minutes.
The customer support is the worst I've ever dealt with. Some of them are nice, but clearly just don't have any idea what they're talking about, and some of them our downright rude. 1/3 of the time I call them, I know right away, based on their initial response, that there's no way they're going to be able to resolve my issue. Another close to 2/3 of the time, they take my info, ask me for info they could find themselves, and then create a case. They keep updating the case, until eventually the issue just kind of resolves itself, and then they close the case. Then, of course, the issue comes back 2 days later, and the process starts over again. I've even had a service representative flat out tell me my agents are lying to me, rather than treating the issue like it's InContact's fault - he also basically told me I was an idiot for "not seeing the obvious answer". We did, later, find proof that it was InContact's fault.
For all of our service issues over the last several months, they did provide a credit due to the guarantee, but six months of refunds came out to be about 8% of one month's bill - not much of a refund for constant issues and headaches that cost our company sales and hurt our department's credibility.
The script (InContact's Studio) is immensely and unnecessarily confusing, and if you can't figure out how to do it yourself, customer support will try for about 30 minutes and fail (hopefully not breaking anything else in the process), and then you have to call their professional services, which charges for every 15 minutes you're on the phone. Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help.
Many of their other add-on softwares are also unnecessarily confusing, outdated, buggy, or a combination of all 3. For instance, their WFO software, Verint, is incredibly confusing. Three of our employees went to a week-long training (which we paid a lot for) right before I took this position, and none of those employees could really tell me how to use the software. They did, however, forward to me 2 separate guides for the software, which totaled nearly 1,000 pages. Even with the wide array of unnecessary and complicated options, I still couldn't customize it to my needs after working with it, and customer support for nearly a month. They are moving away from Verint, because the company that acquired InContact has a competing product, but this point still stands for their other softwares as well - InView is nice, but very buggy and finicky, and we couldn't get quick results from our Account rep there - Uptivity looks like it was created in the early 90s, and is also relatively confusing, and non-user friendly - their customer support is also horrid.
The only reason we haven't switched already, is I'm finally starting to understand their Studio (after 9 months in this job), and I don't want to start over, and I'm worried that another company will be just as bad, or at least close. But it really hurts to pay so much for a poor service.
As far as price, I don't have enough experience in the field to be a great judge on this, but in speaking with others about some of their add-on service quotes that they've given us, I'm quite sure that these at least are a pretty terrible deal.
Reports are much more customizable than our last service
The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting.
- Poor Customer Service
- Buggy/Non-user friendly add-on products
- Constant Service Issues
- Complicated Script
- Expensive Professional Services
Likelihood to recommend
Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company.
The call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs.
The support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting timelines for items to be completed. The training provided to support the back end such as script building and maintenance wasn't sufficient. It will require dedicated time and support to learn it efficiently enough to be able to maintain it without disrupting anything. I will say that it was a pleasure to work with the technical lead assigned to our implementation he was great at assessing our need and finding solutions to meet it. Dealing with our InContact assigned technical account manager initially was a struggle. They didn't seem to absorb a lot of information related to our account which caused some unnecessary errors related to our billing. It took a couple months to resolve that matter. The follow up from them has not been the greatest, albeit you get what you pay for. They do have an option for an account manager that provides more dedicated support which we are looking into.
Likelihood to recommend
Overall positive experience. We've used InContact for over 5 years now and have been able to grow our business as a result. We were the first to launch the PC dialer and use it extensively every day to increase the amount of outbound call attempts we make on a daily basis. One thing that needs to happen is to find a way to reduce the amount of freezing that occurs within the platform. We experience this about once or twice a month, sometimes for short periods, but sometimes for longer periods of time which can negatively impact production. Also, continue to enhance the custom report tool. It's getting better with each release, but still has some room to improve.
Ease of use when it comes to skill buildouts, edits. Priority blending works well and helps us prioritize calls to out agents. PC dialer works well and eliminates that "pause" when a call is launched to one of our students
Freezing of the platform on occasion. Need ability to create agent profiles where you can add skills to a profile instead of adding skills to multiple agents. Too much time involved
Likelihood to recommend
I'm a contact center executive who specializes in technology solutions. I've researched, compared, selected, and implemented both cloud and on-premise solutions ranging from under 20 seats in a single location to over 1,000 multi-lingual seats located across multiple centers and in multiple countries.
Rock solid infrastructure and up-time delivery.
Robust feature set with endless customization options.
Seamless scalability both up and down in the cloud.
Speed of implementation.
Community driven learning centers.
Overall flexibility of the platform.
Full redundancy to ensure no call drops even during outages and upgrades.
No in-house experts or external consultants required for administration.
Free updates and upgrades.
APIs for everything!
Upfront costs for implementation.
Not the cheapest solution.
No premise offering or solution.
Options can be overwhelming.
Likelihood to recommend
- The service operates in a carrier-grade, geographically redundant environment with guaranteed 99.99% availability
- Intelligent call suppression - this feature verifies if the business or individuals you are calling on a tailored suppression list.
- Agent scripting . Build custom individual agent screens or scripts. Create decision trees and design your agents work flow.
- Multi-number hosted predictive dialing - Define custom retry option for up to 20 phone numbers.
- Message lay-down campaigns to dial contacts and lave automated messages without the need for agents
- Automatic call-back for cusotmers who don't want to wait in the queue. You can also set up a scehduled callback at the customer's desired time.
- Integrate with custom built CRMs and third party solutions such as Salesforce, Microsoft Dynamics CRM, and Oracle RightNow.
- Automated Speech Recognition and Text-to-Speech is available in multiple languages
- Speech analytics software helps to identify top concerns and the most important calls based on specific criteria. Use custom call tags to categorize calls by cutomers' reasons for calling.
- Quality management tools include role-based scorecards with KPIs, integrated eLearning and coaching management, speech analytics, customized evaluation forms, synchronized audio and screens for recorded interactions.
- Smart Inbox™ deliver scalls based on specific call data such as DNIS, ANI, call duration and direction.
- Workforce Management can be used to forecast customer demand and schedule and manage staff. Use real.time visibility into staff availability and call volumes, as well as historical workload trends to create optimal schedules.
inContact is an all-in-one contact center software solution that streamlines call center operations, improves agent productivity and maximizes the customer experience while significantly minimizing operational costs. Cloud-based, inContact allows contact centers to do away with pricey on-premise call center infrastructure, IT professional services for hardware, software and database administration and maintenance.
The software enables customers to communicate with contact center representatives via their communication channel of choice. Whether that’s a phone call, tweet or email, agents are able to handle customer interactions without having to switch between disparate systems, allowing for a seamless and delightful experience for all parties involved. inContact’s robust analytics and reporting capabilities give managers real-time insight into how many agents are on call versus available, the number of calls in queue, agent skill sets, and so on, so that adjustments, if warranted, can be made accordingly and quickly.
Some of inContact’s core features include multi-channel ACD (automatic call distribution), IVR (interactive voice response), ECHO surveys, predictive dialer and workforce optimization.
inContact enables multi-channel contact center communications via one universal queue, servicing various customer types depending on how they prefer to communicate – social media, mobile app, VoIP, SMS, phone call, chat or email. Its automatic routing system intuitively connects the customer to the most qualified agent, whether that’s one from the billing department, tech support, or who speaks a particular language. CRM integration gives agents full visibility into the customer’s previous interactions and transactions with the company, all in a single interface, eliminating the need to shuffle between systems or transfer the customer from one agent to another.
In contrast to premise-based contact center solutions, in the event of an operational interruption – such as flooding, heavy snow, and the like – inContact-powered call centers can function as usual by asking their agents to work from home, or wherever there’s an Internet connection, even route calls to other branches without negatively impacting the customer’s experience. Workflows can also be altered on the fly with a few clicks.
Customers nowadays are communicating with companies through various platforms – social media, voice, mobile applications, email, among others. Having the ability to interact with customers using their preferred communication medium without switching between applications is a capability provided by inContact to customer-facing agents, resulting in more efficient call resolution, more satisfied customers, and more cost savings.
inContact ACD’s skill-based routing feature directly connects customers to the most qualified agents and extracts critical customer data from CRMs like Salesforce or Microsoft Dynamics. This way, agents are equipped with necessary information even before they speak to the customer. With information and tools in one integrated system, representatives are better able to service customers, creating a more positive experience for both sides. The multi-channel ACD also allows agents to call back customers who are unable or unwilling to wait.
IVRs are primarily used to resolve customer issues as quickly as possible, either through self-service or speaking to a live agent. The inContact IVR solution fully integrates with the ACD software and can be programmed with relative ease through a drag-and-drop interface that supports on-the-fly adjustments, allowing you full control over how the IVR system handles inbound calls.
To minimize call handling time and improve agent productivity, the IVR gathers necessary customer information even before the customer reaches an agent, and the reporting tool provides visibility into the effectiveness of customer self-serve applications, which can then be improved to further increase customer satisfaction and cost savings. InContact’s IVR can also be used alongside your existing phone system, where phone numbers are rerouted to inContact and subsequently handled and managed according to the predefined rules you’ve set up.
Surveys and customer feedback are essential for contact centers to gauge the effectiveness of their customer-facing initiatives. The same are used to evaluate individual agent performance, provide kudos or coaching, and generate reports for a more comprehensive analysis, which can then be tapped to improve existing service processes.
The inContact ECHO customer satisfaction survey is a real-time solution offered to customers after each agent interaction, while the experience is still fresh in their minds. Aside from making customers feel appreciated, you get the benefit of accurate FCR (first call resolution) statistics to gauge if you’re meeting customer expectations or not.
When outbound agents are not enough to support call volume and satisfy service level agreements, inContact’s blended predictive dialer software switches inbound agents to outbound mode, and vice versa, depending on the need. This maximizes your available resources when managing various campaigns. The predictive dialer also allows agents to contact only those they need to contact via the intelligent call suppression functionality, instead of filtering people out by manually contacting them.
The inContact predictive dialer offers various dialing methods: predictive dialing, where multiple calls are placed per agent, the pace of which is dependent on agent headcount, list attributes and legal regulations; progressive dialing, which are tailored for business-to-business campaigns; preview dialer, a combination of automated dialing and customer information preview so that agents know whether to accept or decline a call; and message lay-down where customers are contacted and left with automated messages. Ten phone numbers can be configured for each contact, and customized retry options can be created for each number.
It’s been said again and again: The workforce is the backbone of an organization. An organization, however, is only as strong as its people. inContact’s workforce optimization software analyzes customer interactions with agents through voice, email and chat conversation capture, saves time through automatic schedule creation based on skill levels, work preferences and call volume forecasts, targets and improves KPIs (key performance indicators), addresses skill gaps and identifies the reason/s behind agent and customer behavior.
Ensuring consistent agent coaching through regular agent performance evaluation lets contact organizations improve overall customer satisfaction scores, realize goals and devise efficient solutions to operational issues and bottlenecks. inContact’s workforce optimization software streamlines this process by scheduling eLearning and coaching events, as well as assigning courses from the quality management portal.
inContact has ready-made integrations with CRM software like [Salesforce] (http://www.getapp.com/salesforce-application), [Oracle RightNow] (http://www.getapp.com/oracle-rightnow-application) and [Microsoft Dynamics CRM] (http://www.getapp.com/microsoft-dynamics-crm-online-application). Also, inContact has just recently unveiled its inCloud Developer Portal where developers gain access to well-documented RESTful APIs (application programming interfaces) and SDKs (software development kits), 120+ already available APIs, including those that will still be published, and tutorials and FAQs on how to best develop SDK solutions and REST-based apps.
Depending on the company’s size, inContact offers a subscription-based pricing model. Its pay-as-you-go approach allows organizations to cost-effectively scale capacity to demand.
Below are some frequently asked questions for NICE inContact.
NICE inContact offers the following pricing plans:
Pricing model: Subscription
Free Trial: Not Available
NICE inContact offers the following features:
NICE inContact has the following typical customers:
Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
NICE inContact supports the following languages:
NICE inContact has the following pricing plans:
NICE inContact supports the following devices:
NICE inContact integrates with the following applications:
Cherwell Service Management, Firefly, IMIconnect, Inbenta, Salesforce App Cloud, SpiceCSM, Zendesk, Zendesk
NICE inContact offers the following support options:
Knowledge Base, Phone Support, Video Tutorials