NICE inContactReviews of niceincontact.com

Uptivity provides continuous support for our hospital and the call center staff. Excellent job

Some products were oversold to us. Tech Support team could use a lot of work (not very knowledgable on their own products). Still having many issues with Salesforce integration and Salesforce Agent. UPDATE: Beware of their Agent for Salesforce application! We have been trying to implement email for our agents and are finding new bugs everyday which impede our agents' productivity. Tech support is horrible, we have had tickets open for over a month with still no resolution. We ask them to escalate our issue but still nothing has been done. UPDATE 5/29/19: We've apparently had our issues "escalated", however the most serious issues impacting our company have yet to be resolved. No real movement on high priority issues. Tickets have been open for over 2 MONTHS with still no resolution. Disappointing. UPDATE 6/10/19: Updated version of Salesforce Agent has been released (V11.1), issues still not resolved.

There are a number of reasons I would recommend NICE inContact. Their engineering and professional technical staff are great at designing solutions for your contact center. They have done a good job at learning about my business and suggesting appropriate tools. The cloud technology has eliminated the expense and labor needed to maintain physical equipment and upgrades. One of our favorite features of all the NICE inContact tools is the automation. We automate distribution of our phone calls and our live chats. Reports are automated. Moving people in and out of skills sets is automated. The automation tools have saved us many hours of labor we were able to repurpose to other tasks. Their voice of the customer survey tools are also very helpful. Our customers are able to give us valuable feedback in their own words.

inContact is an outstanding company that makes a true investment in becoming a partner with your organization to help you meet and exceed your goals and expectations of your customers/clients. They excel at the level of service they provide and are on the cutting edge of the technology.

We implemented inContact in May of 2015. Within months our 5 independent contact centres were integrated with common work flow and scheduling. Our ability to respond to funder requests went from weeks to days. We are currently in the process of integrating chat and email with calls so that agents will have a single queue to manage. The inContact customer support team has been extremely supportive and have gone out of their way to identify solutions that will work in our bilingual Canadian environment. We have always found them impressively transparent in explaining and resolving issues. They are very sensitive to the values and priorities of the human services sector and have always supported our goals. It's been a pleasure working with the company

NICE inContact provides a solution that is not only easy to set up(convert from your current solution) but that drives operational costs down while also improving productivity of your team. As a web-based service, updates, changes or actions are easy to manage and create and that contributes to the ease of use and improved ROI. Implementation teams are focused on YOU, the customer.

Good product that has provided increased efficiency to our call flow

great product, very flexible, self programmable, can make changes on the fly if you know how, support is pretty responsive on urgent issues, would recommend for large clients but may not be cost effective for smaller. (your mileage may vary)