NICE inContact

NICE inContact

Logiciel Cloud Contact Center

4.1/5 (137 avis)

NICE inContact - Présentation

NICE inContact est le leader des logiciels de centre de contact cloud avec la plateforme numéro 1 d'expérience client en cloud dans le monde. NICE inContact CXone™ associe le meilleur du trafic en matière de routage omnicanal, d'analytique, d'optimisation des effectifs, d'automatisation et d'intelligence artificielle sur une base Open Cloud. La solution de NICE inContact permet aux organisations de fournir une expérience client exceptionnelle en agissant plus intelligemment et en répondant plus rapidement aux attentes des consommateurs. Le programme de développement DEVone de NICE inContact constitue un vaste écosystème de partenaires, fournissant des applications d'entreprises partenaires du marché CXexchange conçues pour s'intégrer à CXone. NICE inContact est reconnu comme un leader du marché par Gartner, Ovum, IDC, Frost et Sullivan, DMG et Ventana. www.niceincontact.com

NICE inContact est reconnu comme un leader du marché par Gartner, IDC, Frost et Sullivan, Ovum et DMG.

• Le SLA le mieux publié du secteur, à 99,99 %
• Le seul SLA vocal garanti du secteur
• 275 000 agents de centre de contact cloud
• Plus de 150 pays
• 85 des clients Fortune 100

Prix

À partir de
100,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Canada, États-Unis

Langues

anglais

NICE inContact - Avis

Note globale
4.1/5
77% d'avis positifs
59
Excellent
47
Très bien
17
Moyen
9
Médiocre
5
Horrible
Paul K.
Traduire avec Google Translate

Call Center software with great functionality

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 11/12/2018
Provenance de l'avis : Capterra

Before utilizing a call center software we provided our individual teams members phone numbers to the customers. This created multiple issues that were unsustainable as the organization grew. Customer complaints started to rise that we were not reachable via phone, that voicemails were not returned in a timely fashion or at all, and there was no data available to evaluate staffing performance and additional resource requirements. InContact solved the majority of these issues and we are now able to not only evaluate the points above, but also categorize the calls through dispositions used to improve call routings. However, there is no report that actually includes all three disposition fields. Only the primary disposition and the disposition comments are available in canned or custom data reports, the secondary disposition can only be reviewed for each call individually in the contact history report.

Avantages

Our company upgraded to InContact a few years ago from TASKE. As the local system administrator for one of our sites that uses this software, I provide data reports to all teams tailored to their specific needs. The amount of raw data that can be extracted from InContact is enormous and is very helpful for operation and individual performance evaluation and optimization.

Inconvénients

For our business unit having to transfer calls is not only inefficient, but also not seen as good customer service. There are no easy to use reports available, neither canned nor custom, that would allow simple evaluation of transferred calls that can be reviewed. Additionally, our main business unit running InContact is located in another time zone. Working with InContact Support, there is no way around some time zone issues when setting hours of operations for our local units. When I try to override our normal hours of operations to close the queues for lets say one hour between 2 pm and 3 pm CST, I have to set the end time to 4 pm EST. This would be less confusing if the override wouldn't display the close time incorrectly on my end then, as the notification and countdown will say that it is currently 2 pm and that the business unit is closed for 2 hours until 4 pm.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Lisa D.
Traduire avec Google Translate

NICE InContact XCone feedback

Logiciel utilisé Autre pendant plus de deux ans
Publié le 27/08/2019
Provenance de l'avis : Capterra

Initial implementation issues have been resolved so now we're in more of a sustainment mode. Issues have reduced and we're doing well.

Avantages

SaaS and it's integration capabilities with the other NICE products such as WFM, RTAM and Analytics.

Inconvénients

The vendor still operates like 3 separate companies.

Réponse de NICE inContact

Hi Lisa,
Thank you for your review. We're glad to hear that you are having a good experience. We will share your feedback with our teams.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Dan D.
Traduire avec Google Translate

Nice inContact Call Center

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 03/08/2018
Provenance de l'avis : Capterra

My experience with the Nice inContact call center software has been that it is a high quality, high availability solution that meets most call center operational requirements and can be implemented in a timely manner.

Avantages

The software, compared to legacy premise-based call center solutions, is considerably easier to configure and implement. Time to bring on new IVR and ACD solutions is a fraction of the time to do so in the traditional environment. Integration with CRM solutions for screen pop, IVR customer lookup, dialer list management, and other services can be easily configured and implemented in days vs. months. The software enables multiple media types (voice, chat, email, SMS, etc.) to be managed under a single platform and seamlessly routed to agents. Getting implementation staff proficient with the tool is another plus.

Inconvénients

Functionality of some services is not as deep as a point solution (i.e. compared to a full function chat or email management service) but is more tightly integrated for multi-channel routing.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation

Probabilité de recommander le produit

9.0/10
Jonathan H.
Traduire avec Google Translate

Constant issues - arguments with Support Teams on validity of issues

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 10/09/2019
Provenance de l'avis : Capterra

Avantages

When it works, it's smooth. Its highly customizable for call queues and trees.

Inconvénients

Support is atrocious; constant and large outages (anywhere from 5min to a couple of hours means that all call center staff cannot take/make calls which cripples us). We've had an open support ticket closed on us 6+ times because support says the issue is resolved even when we continue to present evidence it's not resolved. Ongoing issues for 2 months now, still no resolution.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

3.0/10
Mike B.
Traduire avec Google Translate

Excellent cloud technology solutions for our contact center.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 04/01/2019
Provenance de l'avis : SoftwareAdvice

There was a time I felt I was losing some control by giving up all the physical equipment in our contact center and moving everything to the cloud. I got over that fairly quickly when we started improving quality, production and survey scores and eliminating down time.

Avantages

They have a solution for pretty much have a solution for any task or initiative you have in your contact center. You don't need to purchase every tool; you can purchase only what you need. Their engineers and technical manager are good at what they do and have helped us design solutions for a variety of challenges.

Inconvénients

If you are new to cloud technology for contact centers there is a lot to catch up on. You will have to do some studying and training. Most of these tools are easy to use, but in some cases you need time to get used to using the technology. You need to ask a lot of questions and make sure your technical account managers fully understand your business so they can partner with you on designing tools and solutions that work for you.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10

NICE inContact - Prix

À partir de
100,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

NICE inContact - Fonctionnalités

  • API
  • Chat
  • Enquêtes et feedback
  • Intégration CRM
  • Intégration de tiers
  • Intégration des médias sociaux
  • Tableau de bord d'activités

  • Base de connaissances
  • Communication multicanal
  • Gestion des billets
  • Gestion des flux de travail
  • Historique des contacts
  • Hiérarchisation
  • Intégration des e-mails
  • Messagerie instantanée
  • Monitoring
  • Notifications automatiques
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Surveillance en temps réel

NICE inContact - FAQ

Voici quelques-unes des questions fréquentes sur NICE inContact.

Q. Quels sont les types de licence disponibles pour NICE inContact ?

Types de licences disponibles pour NICE inContact :

À partir de: 100,00 $US/mois

Type de licence: Abonnement

version d'essai gratuite: Non disponible

Q. Quelles sont les principales fonctionnalités du logiciel NICE inContact ?

Nous n'avons pas d'informations sur les fonctionnalités de NICE inContact.

Q. Qui utilise NICE inContact ?

Utilisateurs habituels du logiciel NICE inContact :

Grandes entreprises, Entreprises de taille moyenne, Non Profit, Administration publique, PME

Q. Dans quelles langues NICE inContact est-il disponible ?

Langues dans lesquelles NICE inContact est disponible :

anglais

Q. Quels sont les types de licence disponibles pour NICE inContact ?

Types de licences disponibles pour NICE inContact:

Abonnement

Q. NICE inContact prend-il en charge les appareils mobiles ?

Appareils pris en charge par NICE inContact :

iPad

Q. Avec quelles applications NICE inContact peut-il s'intégrer ?

Applications s'intégrant à NICE inContact :

Balto, Brand Embassy, Castel Detect LIVE, Cherwell Service Management, Gong.io, IMIconnect, Inbenta, Salesforce Service Cloud, SpiceCSM, Zendesk

Q. Quelles sont les ressources d'aide disponibles pour NICE inContact ?

Ressources d'aide disponibles pour NICE inContact :

Base de connaissances, Support téléphonique, Tutoriels vidéo

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