They are a fair and firm company that says what they will do, and they do what they say.
There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.
I wish that there were sentiment analysis for the SMS side of the omnichannel.
Likelihood to recommend: 10/10
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.
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.
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.
Thanks for your feedback, Warren!
Likelihood to recommend: 9/10
I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes.
I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized.
I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again.
Likelihood to recommend: 6/10
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.
I like it keeps track of schedule including breaks, lunches, and any special meetings and the ease of use
It sometimes crashes without warning and sometimes calls come in with no intro warning
Likelihood to recommend: 8/10
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.
Created for small to large call centers across various industry verticals that include customer service, financial services, telemarketing and hospitality, inContact has been specifically built for roles such as operations managers, supervisors, team leaders, customer support representatives, tech support specialists, data analysts, quality control personnel, workforce managers, and training professionals.
Used by 85,000+ contact center agents in over 1, 300 call centers worldwide, inContact clients include Schumacher Group, KBM Group and Frontline Call Center.
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.