NICE inContact Pricing, Features, Reviews & Comparison of Alternatives

NICE inContact

Cloud Contact Center Software

4.08/5 (267 reviews)

NICE inContact overview

What is NICE inContact?

NICE inContact works with organizations of all sizes to create extraordinary and trustworthy customer experiences that build deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, enabling an exceptional agent and customer experience—every time and on every channel. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global leadership can help you transform every experience and customer relationship for lasting results.

NICE inContact is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG.

• Industry’s best-published SLA of 99.99%
• Industry's only guaranteed voice SLA
• 390,000+ cloud contact center agents
• 150+ countries
• 85+ Fortune 100 customers

Pricing

Starting from
$100/month
Pricing options
Value for money

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 8 other markets, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, Chinese (Simplified), Chinese (Traditional), French, German and 6 other languages, Italian, Japanese, Korean, Portuguese, Russian, Spanish
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NICE inContact reviews

Value for money
Features
Ease of use
Customer support
  3.8
  4.0
  4.1
  3.8
Elias Alirio Moran Saget

Cannot complain

Used daily for 1-2 years
Reviewed 2019-07-29
Review Source: Capterra

Pros
I like NICE because it continuously improves. I use it to access calls in the contact center I work at and audit employees interactions. There have been times when upgrades happened and it made it slow down, but it was corrected over time. I like the calls are saved with good quality and that if need be their life can be extended if they are set to be uploaded for a specific period of time. The player is flexible and it will allow up to move in the interaction without having to start listening to the whole thing again. I like the speed of the call can be modified which can help auditing efficiency.

Cons
Sometimes it is slow, and when it times out, you may need to reload it as inputting your credentials will not always get the job to access it again done. Also I have found it troublesome that when we upload forms, the font of the form cannot be zoomed, so if the letters are small, they can be hard to read.

Response from NICE inContact


Hi Elias. Thank you for the wonderful feedback! We're delighted to know that you're keeping up with our upgrades and latest features. We're always striving to get better at NICE inContact, so we'll share your comments with our team.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Shelly Waits

Dec.2019_3M_US_Admin_Support_inContact

Used daily for 1-2 years
Reviewed 2019-12-12
Review Source: Capterra

Fast to learn Efficient to setup Good training documentation Wonderful tech support Great experience

Pros
The details offered to discover path of contacts, simple process of escalating issues, and efficiency of setup of users and ACD elements are the best I've dealt with in my 25 years of ACD phone support. Our TAM is amazing & knows her stuff. Reports are capable of great detail

Cons
Because of the open structure to access so much detail, it takes time to analyze what everything means. The integration with Salesforce is wonderful, but seems a challenge to avoid daily errors; often clearing cache and cookies...I know this has much more to do with 3M's network and Salesforce, but everyone thinks it is the phone that causes the problem. We tried to standardize ACD routing setup, however, the cleanup from each deployment sent us down custom paths again; I understand the goal to eventually streamline with the Global Scripts - this is the right thing to do and will make things better, it will just take awhile to get there.

Response from NICE inContact


We're so happy to hear about your great experience! Thank you, Shelly!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Ashton Moyer

Great product

Used daily for 6-12 months
Reviewed 2020-03-11
Review Source: Capterra

Pros
I love the IVR system that they have. It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.

Cons
The call quality is high but if you have headsets that aren't very good it can create issues with audio.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Lindsay Gilliam

Overall a good product

Used daily for 1-2 years
Reviewed 2019-12-12
Review Source: Capterra

Overall, I'm happy with InContact. The only thing I wish is that support was more helpful when it comes to using the features, and why the glaring discrepancy in reporting numbers from 2 separate reports that seems like they should be reporting on the same metric. (See Cons response, above) Aside from that issue, I've been very happy.

Pros
It's relatively simple to train my staff on how to use it. Most features are user friendly. The layout looks good and is functional. it's reliable and consistent. I cannot recall the software crashing or having issues that impacted our ability to help clients at any time. This is a lot more than I can say for other software programs we use. I feel like I'm kept informed of upcoming maintenance or issues and expected resolution time frames.

Cons
When I think about what I dislike about InContact, only one thing comes to mind. I have tried to find a way to pull an accurate report on abandoned calls. There used to be an abandon rate compliance report, but that is gone. So, I used the Skill Performance report. But the numbers seemed wrong. So I pull Contact History, and select for abandons to show. And on the particular dates I was looking at, the numbers were so very different. Skill Performance showed something like 80 abandons, which would be grossly high. Contact History showed something like 5 abandons. This number seemed low. I still don't know which, if either, report is correct and why they would be so different. I called for help and the representative couldn't really tell me why the difference of which was correct. So I went to my internal IT person, who also didn't know. So this is only one issue, but it is SO frustrating. I also cannot figure out how to find pre-que abandons and nobody has been able to help me with that either.

Response from NICE inContact


Thank you Lindsay. We're glad to hear about your positive experiences as well as your challenges with reporting. We will pass your comments along to the support team.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Miles Dunn

Terrible Onboarding Experience

Used daily for 1-2 years
Reviewed 2020-03-11
Review Source: Capterra

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.

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

Cons
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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 4/10

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NICE inContact pricing

Starting from
$100/month
Pricing options
Subscription

NICE inContact features

API
Activity Dashboard
CRM Integration
Chat
Self Service Portal
Social Media Integration
Surveys & Feedback
Third Party Integration

Automatic Notifications (99 other apps)
Contact History (72 other apps)
Customizable Branding (106 other apps)
Email Integration (93 other apps)
Instant Messaging (94 other apps)
Knowledge Base Management (98 other apps)
Monitoring (96 other apps)
Multi-Channel Communication (99 other apps)
Real Time Analytics (69 other apps)
Reporting & Statistics (118 other apps)
Support Ticket Management (72 other apps)
Workflow Management (76 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Additional information for NICE inContact

Key features of NICE inContact

  • ACD universal queue for multi-communication channels
  • Agent scripting
  • Automated speech recognition (ASR) and text-to-speech (TTS)
  • Automatic call back
  • ECHO customer feedback
  • Multi-channel ACD
  • Personal connection™ predictive dialer
  • Quality management
  • Reporting & analytics
  • Skill-based routing
  • Smart inbox™
  • Social, chat, phone, email
  • Supervisor On-The-Go™
  • Verint speech analytics engine
  • Workforce management
  • Workforce optimization
View All Features

Benefits

- The service operates in a carrier-grade, geographically redundant environment with guaranteed 99.99% availability

- Intelligent call suppression - Verifies if the business or individuals you are calling are 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 customers who don't want to wait in the queue. You can also set up a scheduled 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 customers' 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™ delivers calls 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.