NICE inContact - Présentation
Description du logiciel NICE inContact
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
NICE inContact - Présentation
Prix
Types de licence
NICE inContact - Fonctionnalités
Médias



NICE inContact - Avis
NICE inContact - Avis
Swiss Army Knife
They are a fair and firm company that says what they will do, and they do what they say.
Have been using NICE inContact since 2009
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.
NICE inContact for Call Center Management
At first I was skeptical with NICE inContact since I am used to using the other NICE application. After several updates made with NICE inContact collaborating with our Voice Team, the experience has been better especially loved the web player option :).
Omnichannel, Multi-site, International Contact Center
InContact has allowed us to increase flexibility in handling contacts across multiple sites. We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact. Like any tool, there is pros and cons. We have had to adapt some of our business practices to the tool. It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.).
InContact Review
Comparatif des alternatives : note globale
Comparer avec les alternatives
Swiss Army Knife
Avantages
There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.
Inconvénients
I wish that there were sentiment analysis for the SMS side of the omnichannel.
Have been using NICE inContact since 2009
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.
Avantages
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.
Inconvénients
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.
Réponse de NICE inContact
Thanks for your feedback, Warren!
NICE inContact for Call Center Management
At first I was skeptical with NICE inContact since I am used to using the other NICE application. After several updates made with NICE inContact collaborating with our Voice Team, the experience has been better especially loved the web player option :).
Avantages
Since we started using NiC in March due to the global pandemic, we have since observed several upgrades in the functionalities/capabilities.
1. We have the option to remove download capabilities to certain users for InfoSec compliance since our company is a financial organization.
2. We no longer need 8x8 to play the call as it now has the web player functionality thus makes it easier to listen to calls.
3. We can now track the actual dead air and hold time which is critical to the call center as part of us monitoring the AHT and efficiency of our associates.
4. Clear definition of why a call was disconnected such as Agent Hung Up, Contact Hung Up, Agent Phone Disconnected, OB call interrupted and so on.
Inconvénients
Some of the thing s I least like with the software are.
1. NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error.
2. There are times that customer could not hear agent on the other line yet or vv. We did a test in the past where we listen to the call live and listened to the call after being recorded.
Omnichannel, Multi-site, International Contact Center
InContact has allowed us to increase flexibility in handling contacts across multiple sites. We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact. Like any tool, there is pros and cons. We have had to adapt some of our business practices to the tool. It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.).
Avantages
InContact allows us to utilize our global staff to ensure our guests receive prompt response time to their phone calls, emails, and chats. We are able to skill and staff our agents across multiple sites to increase efficiency. The software was easy to learn and adapt to for our users when we switched. The tool gives us access to data both real-time and historical needed to make decisions and operate effectively. We are able to have multiple tools (WFM, Quality, ACD, Reporting, etc.) in one platform.
Inconvénients
We skill agents with both voice and digital (email and chat) skills. Because InContact treats chat as a digital media type, it will route both chats and phone calls at the same time which is challenging and limits our ability to utilize the omnichannel feature as we would want to.
Without case ownership on email, each reply after the initial email may route to a different agent, which creates challenges with continuity of the communication.
Email reporting has been and continues to be a challenge. It is difficult for us to see how many emails were handled on a certain day if the email was handled on a different day than when it came into the system.
Réponse de NICE inContact
Thank you for your detailed review. We are always working to improve our software. We will pass along your valuable insight to our development teams.
InContact Review
Avantages
Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.
Inconvénients
Analytics are hard to use and are not accurate based on what I know.
InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months.
We need additional widgets in the dashboard but can't get them.
Réponse de NICE inContact
Thanks for your detailed review, Emily!
Comparatif des alternatives : recommandation utilisateur
Comparer avec les alternatives
NICE inContact - Prix
NICE inContact - Prix
Comparatif des alternatives : rapport qualité-prix
Comparer avec les alternatives
NICE inContact - Fonctionnalités
NICE inContact - Fonctionnalités
Comparatif des alternatives : note sur les fonctionnalités
Comparer avec les alternatives
Catégories
Catégories
NICE inContact - FAQ
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
Essai gratuit: 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 :
PME, Grandes entreprises, Administration publique, À but non lucratif, Entreprises de taille moyenne
Q. Dans quelles langues NICE inContact est-il disponible ?
Langues dans lesquelles NICE inContact est disponible :
allemand, anglais, chinois (simplifié), chinois (traditionnel), coréen, espagnol, français, italien, japonais, portugais, russe
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, ExecVision, Gong.io, IMIconnect, Inbenta, Salesforce Service Cloud, 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
They are a fair and firm company that says what they will do, and they do what they say.