NICE inContact Hosted Call Center


NICE inContact Hosted Call Center Logo

 

452 Bewertungen (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
Unterstützte Betriebssysteme:
Mac OS, Webbrowser (OS-agnostisch)

452 Bewertungen über NICE inContact Hosted Call Center

 

Travis G. Branche: Computer-Software Anzahl der Mitarbeiter:  51-200 Mitarbeiter Mitarbeiteranzahl:  51-200 Mitarbeiter

27.10.2020

27.10.2020

Quelle der Bewertung: Capterra

Swiss Army Knife

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

Vorteile

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

Nachteile

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

Warren J. Branche: Non-Profit-Organisation Management Anzahl der Mitarbeiter:  1.001-5.000 Mitarbeiter Mitarbeiteranzahl:  1.001-5.000 Mitarbeiter

25.6.2020

25.6.2020

Quelle der Bewertung: Capterra

Have been using NICE inContact since 2009

Übersetzen auf: Deutsch
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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.

Vorteile

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.

Nachteile

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.

Übersetzen auf: Deutsch

Antwort: NICE inContact 1.7.2020

Thanks for your feedback, Warren!

Verifizierter Rezensent Branche: Informationstechnologie & -dienste Anzahl der Mitarbeiter:  10.000+ Mitarbeiter Mitarbeiteranzahl:  10.000+ Mitarbeiter

25.2.2021

25.2.2021

Quelle der Bewertung: Capterra

How "Nice" of You to Read My "inContact" Review!!

Übersetzen auf: Deutsch
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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.

Vorteile

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.

Nachteile

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.

Miles D. Branche: Computer-Software Anzahl der Mitarbeiter:  51-200 Mitarbeiter Mitarbeiteranzahl:  51-200 Mitarbeiter

11.3.2020

11.3.2020

Quelle der Bewertung: Capterra

Terrible Onboarding Experience

Übersetzen auf: Deutsch
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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.

Vorteile

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

Nachteile

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.

Übersetzen auf: Deutsch

Antwort: 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.

Joy R. Branche: Verbraucherdienste Anzahl der Mitarbeiter:  5.001-10.000 Mitarbeiter Mitarbeiteranzahl:  5.001-10.000 Mitarbeiter

1.3.2021

1.3.2021

Quelle der Bewertung: Capterra

Nice works Nicely

Übersetzen auf: Deutsch
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I like it keeps track of schedule including breaks, lunches, and any special meetings and the ease of use

Nachteile

It sometimes crashes without warning and sometimes calls come in with no intro warning