NICE inContact

NICE inContact

Logiciel Cloud Contact Center

4.1/5 (196 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
80% d'avis positifs
76
Excellent
81
Très bien
22
Moyen
12
Médiocre
5
Mauvais
Rob H.
Traduire avec Google Translate

Incontact has features but requires commitment of time and learning

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 05/11/2019
Provenance de l'avis : Capterra

We had a VERY rocky start. I believe that most of the issues were with our implementation manager. I have mostly re-written and fixed the studio scripts and eliminated most of the routing issues. I do very much like the universal availability of Soft phone to be used from anywhere and that you can use it with most browsers and operating systems. The auto dialer is definitely the best program in the product. List penetration and reporting make it easy to reach more patients/clients with no lag/delay between reaching the person and speaking with them.

Avantages

The available features are great. Hands down, the best auto dialer I have experienced but the set up and testing will take several weeks to tweak to your preference. Logging in from anywhere is very beneficial. Always updated to make the product new and innovative. All-in-one products available. One stop shop for QR, WFM, softphone and Forecasting. Although the program requires a lot of troubleshooting and upkeep, I will admit that it does not go all the way down very often.

Inconvénients

Implementation fees for anything you want to do. For something as simple as SMS response to advance chat. There are costs and fees for everything down to the nickel and dime. This caused us to develop our own server to store calls (due to storage costs), our QR program is 3rd party and our chat program now. We started with Uptivity which is being discontinued 12/31/2019. The new program they suggested was a very large increase in price. So we went with separate company for our QR needs. Turn around is very slow for add-ons and requested changes/features. I highly recommend a well versed main contact with knowledge in building programs, telephony/studio, and user access/security to be a go to person. This will save you time and money in the long run. A program that is always being tweaked requires several updates. The updates can take away from business and cause errors/issues for several users. I typically set my week aside whenever a new release is upcoming so that I can help troubleshoot.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

6.0/10
Brandon W.
Traduire avec Google Translate

USERHUB Review - RentPath

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 03/10/2019
Provenance de l'avis : Capterra

Avantages

I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact.

Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important.

We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further!

The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time.

Inconvénients

As we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great.

There is also no Print function for completed QA's.

If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it.

We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else.

When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI)

Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column.

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Réponse de NICE inContact

Thank you so much for the detailed feedback. We are happy to hear it is working for you and appreciate you bringing the challenges to our attention. We are always striving to make improvements and will pass along your comments to the appropriate teams.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
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
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.

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Réponse de NICE inContact

Hi Jonathan. Your business if very important to us. We'll get in touch with your service team to find out about these issues to get them resolved.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

3.0/10
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.

Traduire avec Google Translate

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

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

  • Communication multicanal
  • Gestion de la base de connaissances
  • Gestion des flux de travail
  • Gestion des tickets de support
  • 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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