NICE inContact

NICE inContact

Cloud-Kontaktcenter-Software.

4.1/5 (161 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
78% Positive Bewertungen
70
Ausgezeichnet
56
Sehr gut
20
Durchschnitt
10
Gering
5
Schlecht
Brandon W.
Mit Google übersetzen

USERHUB Review - RentPath

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 3.10.2019
Quelle der Bewertung: Capterra

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

10.0/10
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
Jonathan H.
Mit Google übersetzen

Constant issues - arguments with Support Teams on validity of issues

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 10.9.2019
Quelle der Bewertung: Capterra

Vorteile

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

Nachteile

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.

Mit Google übersetzen

Antwort von 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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

3.0/10
Lisa D.
Mit Google übersetzen

NICE InContact XCone feedback

Weitere für Mehr als 2 Jahre genutzt
Bewertet am 27.8.2019
Quelle der Bewertung: 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.

Vorteile

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

Nachteile

The vendor still operates like 3 separate companies.

Mit Google übersetzen

Antwort von 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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

8.0/10
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

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
  • Support Ticket Management
  • Wissensbasis-Management
  • 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, Brand Embassy, Castel Detect LIVE, Cherwell Service Management, Gong.io, IMIconnect, Inbenta, Salesforce Service Cloud, SpiceCSM, Zendesk

F. Welche Varianten der Kundenbetreuung bietet NICE inContact an?

NICE inContact bietet folgende Optionen für Kundensupport:

Wissensdatenbank, Telefon-Support, Video-Anleitungen