NICE inContact

NICE inContact

Logiciel Cloud Contact Center

4.1/5 (240 avis)

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

À partir de
100,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

NICE inContact - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
Australie, Canada, Europe, Royaume-Uni, États-Unis
Langues
anglais

Captures d'écran

Capture d'écran pour NICE inContact :
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NICE inContact - Avis

NICE inContact - Avis

Note globale
4.1
/
5 240 avis
Excellent
89

Très bien
103

Moyen
28

Médiocre
14

Mauvais
6

Rapport qualité-prix
3.8
Fonctionnalités
4
Simplicité d'utilisation
4.1
Support client
3.8
80% des utilisateurs recommandent cette application
Elias alirio M.

Cannot complain


Traduire avec Google Translate
Lindsay G.

Overall a good product

Overall, I'm happy with InContact. The only thing I wish is that support was more helpful when it comes to using the features, and why the glaring discrepancy in reporting numbers from 2 separate reports that seems like they should be reporting on the same metric. (See Cons response, above)

Aside from that issue, I've been very happy.


Traduire avec Google Translate
Roy N.

Reliable Platform with Integration and Customization Capabilities


Traduire avec Google Translate
Rob H.

Incontact has features but requires commitment of time and learning

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.


Traduire avec Google Translate
Utilisateur vérifié

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.).


Traduire avec Google Translate
Elias alirio M.
Secteur d'activité: Télécommunications
Taille de l'entreprise: 5 001-10 000 employés
Traduire avec Google Translate

Cannot complain

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 29/07/2019
Provenance de l'avis : Capterra

Avantages

I like NICE because it continuously improves. I use it to access calls in the contact center I work at and audit employees interactions. There have been times when upgrades happened and it made it slow down, but it was corrected over time. I like the calls are saved with good quality and that if need be their life can be extended if they are set to be uploaded for a specific period of time. The player is flexible and it will allow up to move in the interaction without having to start listening to the whole thing again. I like the speed of the call can be modified which can help auditing efficiency.

Inconvénients

Sometimes it is slow, and when it times out, you may need to reload it as inputting your credentials will not always get the job to access it again done. Also I have found it troublesome that when we upload forms, the font of the form cannot be zoomed, so if the letters are small, they can be hard to read.

Traduire avec Google Translate

Réponse de NICE inContact

Hi Elias. Thank you for the wonderful feedback! We're delighted to know that you're keeping up with our upgrades and latest features. We're always striving to get better at NICE inContact, so we'll share your comments with our team.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 10.0/10

Lindsay G.
Secteur d'activité: Organisme social ou civique
Taille de l'entreprise: 13-50 employés
Traduire avec Google Translate

Overall a good product

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 12/12/2019
Provenance de l'avis : Capterra

Overall, I'm happy with InContact. The only thing I wish is that support was more helpful when it comes to using the features, and why the glaring discrepancy in reporting numbers from 2 separate reports that seems like they should be reporting on the same metric. (See Cons response, above)

Aside from that issue, I've been very happy.

Avantages

It's relatively simple to train my staff on how to use it. Most features are user friendly. The layout looks good and is functional. it's reliable and consistent. I cannot recall the software crashing or having issues that impacted our ability to help clients at any time. This is a lot more than I can say for other software programs we use. I feel like I'm kept informed of upcoming maintenance or issues and expected resolution time frames.

Inconvénients

When I think about what I dislike about InContact, only one thing comes to mind. I have tried to find a way to pull an accurate report on abandoned calls. There used to be an abandon rate compliance report, but that is gone. So, I used the Skill Performance report. But the numbers seemed wrong. So I pull Contact History, and select for abandons to show. And on the particular dates I was looking at, the numbers were so very different. Skill Performance showed something like 80 abandons, which would be grossly high. Contact History showed something like 5 abandons. This number seemed low. I still don't know which, if either, report is correct and why they would be so different. I called for help and the representative couldn't really tell me why the difference of which was correct. So I went to my internal IT person, who also didn't know. So this is only one issue, but it is SO frustrating. I also cannot figure out how to find pre-que abandons and nobody has been able to help me with that either.

Traduire avec Google Translate

Réponse de NICE inContact

Thank you Lindsay. We're glad to hear about your positive experiences as well as your challenges with reporting. We will pass your comments along to the support team.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 7.0/10

Roy N.
Secteur d'activité: Gestion d'organisme à but non lucratif
Taille de l'entreprise: 201-500 employés
Traduire avec Google Translate

Reliable Platform with Integration and Customization Capabilities

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 20/12/2019
Provenance de l'avis : Capterra

Avantages

The InContact platform is very reliable, customization, and can integrate with other services and CRMs like Salesforce. Besides the main ACD functionality, the platform incorporates options for real-time and historical reporting, integrated softphone options, and reporting tools for data and QM.

Inconvénients

Sometimes updates to the platform can cause minor glitches which are usually fixed by the next software release or major issues are addressed immediately. I would just suggest spending more time testing for glitches, prior to deploying updates.

Traduire avec Google Translate

Réponse de NICE inContact

Thanks very much, Roy! We'll pass your feedback on to the appropriate teams for consideration.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 8.0/10

Rob H.
Secteur d'activité: Vente au détail
Taille de l'entreprise: 501-1 000 employés
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.

Traduire avec Google Translate

Réponse de NICE inContact

Thank you for the detailed review, Rob! We are always striving to improve and will make sure to pass along your comments to our development team. We are happy to hear the auto dialer is working well.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 6.0/10

Utilisateur vérifié
Secteur d'activité: Hôtellerie
Taille de l'entreprise: 51-200 employés
Traduire avec Google Translate

Omnichannel, Multi-site, International Contact Center

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

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.

Traduire avec Google Translate

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.

Note détaillée

Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 7.0/10

Recommandation utilisateur
7.7/10
Basé sur 240 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

NICE inContact - Prix

NICE inContact - Prix

À partir de
100,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
3.8/5
Basé sur 240 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

NICE inContact - Fonctionnalités

NICE inContact - Fonctionnalités

API
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Historique des contacts
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Portail libre-service
Rapports et statistiques
Stratégie de marque personnalisable
Surveillance en temps réel
Tableau de bord d'activités
Fonctionnalités
4/5
Basé sur 240 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

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 :

Grandes entreprises, Entreprises de taille moyenne, À but non lucratif, 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