NICE inContact

NICE inContact

Cloud-Kontaktcenter-Software.

4.1/5 (117 Bewertungen)

NICE inContact Übersicht

NICE inContact ist der führende Anbieter von Cloud-Kontaktcentersoftware mit der weltweit führenden Cloud-Plattform für Kundenerlebnisse. NICE inContact CXone™ kombiniert erstklassiges Omnichannel-Routing, Analyse, Arbeitskräfteoptimierung, Automatisierung und künstliche Intelligenz auf einer Open-Cloud-Basis. Die Lösung von NICE inContact ermöglicht Unternehmen, außergewöhnliche Kundenerlebnisse zu bieten, indem sie intelligenter agieren und schneller auf die Erwartungen ihrer Verbraucher eingehen. Das DEVone-Entwicklerprogramm von NICE inContact ist ein umfangreiches Partnerökosystem, das Anwendungen von Partnerunternehmen auf dem CXexchange-Marktplatz bereitstellt, die für die Integration in CXone konzipiert sind. NICE inContact wird von Gartner, Ovum, IDC, Frost und Sullivan, DMG und Ventana als Marktführer anerkannt. www.niceincontact.com.

NICE inContact wird von Gartner, IDC, Frost und Sullivan, Ovum und DMG als Marktführer anerkannt.

• Die am besten veröffentlichte SLA der Branche mit 99,99 %
• Die einzige garantierte SLA der branchen-, Industrie
• Über 275.000 Cloud-Kontaktcenter-Agenten
• In mehr als 150 Ländern
• 85 Fortune-100-Kunden

Preis

Beginnt ab
100,00 $/Monat
Preisoptionen
Kostenlose Testversion
Abonnement
Preis-Leistungs-Verhältnis

Geräte

Unternehmensgröße

K
M
G

Märkte

Kanada, Vereinigte Staaten von Amerika

Unterstützte Sprachen

Englisch

NICE inContact Bewertungen

Gesamtbewertung
4.1/5
79% Positive Bewertungen
51
Ausgezeichnet
42
Sehr gut
12
Durchschnitt
8
Gering
4
Schlecht
Paul K.
Mit Google übersetzen

Call Center software with great functionality

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 11.12.2018
Quelle der Bewertung: 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.

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

9.0/10
Dan D.
Mit Google übersetzen

Nice inContact Call Center

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 3.8.2018
Quelle der Bewertung: 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.

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort

Weiterempfehlungsquote

9.0/10
Mike B.
Mit Google übersetzen

Excellent cloud technology solutions for our contact center.

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 4.1.2019
Quelle der Bewertung: 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.

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

10.0/10
Elias alirio M.
Mit Google übersetzen

Cannot complain

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 29.7.2019
Quelle der Bewertung: Capterra

Vorteile

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.

Nachteile

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.

Antwort von 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.

Verteilung der Bewertung

Bedienkomfort

Weiterempfehlungsquote

10.0/10
Brad D.
Mit Google übersetzen

InContact review

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 27.2.2017
Quelle der Bewertung: Capterra

Overall positive experience. We've used InContact for over 5 years now and have been able to grow our business as a result. We were the first to launch the PC dialer and use it extensively every day to increase the amount of outbound call attempts we make on a daily basis. One thing that needs to happen is to find a way to reduce the amount of freezing that occurs within the platform. We experience this about once or twice a month, sometimes for short periods, but sometimes for longer periods of time which can negatively impact production. Also, continue to enhance the custom report tool. It's getting better with each release, but still has some room to improve.

Vorteile

Ease of use when it comes to skill buildouts, edits. Priority blending works well and helps us prioritize calls to out agents. PC dialer works well and eliminates that "pause" when a call is launched to one of our students

Nachteile

Freezing of the platform on occasion. Need ability to create agent profiles where you can add skills to a profile instead of adding skills to multiple agents. Too much time involved

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

8.0/10

NICE inContact Preis

Beginnt ab
100,00 $/Monat
Preisoptionen
Kostenlose Testversion
Abonnement
Preis-Leistungs-Verhältnis

NICE inContact Funktionen

  • API
  • Aktivitäts-Dashboard
  • CRM-Integration
  • Chat
  • Integration von Dritten
  • Social-Media-Integration
  • Umfragen & Feedback

  • Automatische Benachrichtigungen
  • Berichterstattung und Statistik
  • E-Mail-Integration
  • Echtzeitüberwachung
  • Kontakt-Historie
  • Kundenspezifisches Branding
  • Multi-Channel-Kommunikation
  • Priorisierung
  • Sofortnachrichten
  • Ticket-Management
  • Wissensdatenbank
  • Workflow-Management
  • Überwachung

NICE inContact Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über NICE inContact.

F. Welche Preispläne bietet NICE inContact an?

NICE inContact bietet folgende Kostenpläne an:

Beginnt ab: 100,00 $/Monat

Preismodell: Abonnement

Kostenlose Testversion: Nicht verfügbar

F. Was sind die Hauptfunktionen von NICE inContact?

Wir haben keine Informationen über die Funktionen von NICE inContact

F. Wer sind die typischen Nutzer von NICE inContact?

NICE inContact hat die folgenden typischen Kunden:

Großunternehmen, Mittlere Unternehmen, Non-Profit, Öffentliche Verwaltung, Kleine Unternehmen

F: Welche Sprachen werden von NICE inContact unterstützt?

NICE inContact unterstützt die folgenden Sprachen:

Englisch

F. Welche Preispläne bietet NICE inContact an?

NICE inContact hat folgende Preismodelle:

Abonnement

F. Unterstützt NICE inContact mobile Geräte?

NICE inContact unterstützt die folgenden Geräte:

iPad

F. Mit welchen anderen Applikationen integriert NICE inContact?

NICE inContact kann in folgende Anwendungen integriert werden:

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

F. Welche Varianten der Kundenbetreuung bietet NICE inContact an?

NICE inContact bietet folgende Optionen für Kundensupport:

Wissensdatenbank, Telefon-Support, Video-Anleitungen