NICE inContact

NICE inContact

Cloud Contact Center Software

4,1/5 (284 avaliações)

Resumo do NICE inContact

O que é o NICE inContact?

NICE inContact works with organizations of all sizes to create extraordinary and trustworthy customer experiences that build deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, enabling an exceptional agent and customer experience—every time and on every channel. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global leadership can help you transform every experience and customer relationship for lasting results.

NICE inContact is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG.

• Industry’s best-published SLA of 99.99%
• Industry's only guaranteed voice SLA
• 390,000+ cloud contact center agents
• 150+ countries
• 85+ Fortune 100 customers

Resumo do NICE inContact

Preços

A partir de
US$ 100,00/mês

Opções de preços

Teste Grátis
Assinatura
Relação qualidade/preço

Recursos do NICE inContact

Dispositivos
Porte da empresa
P M G
Mercados
Ásia, Austrália, Brasil, Canadá, Europa e outros 5, Alemanha, Índia, Japão, América Latina, México
Idiomas
Chinês (simplificado), Chinês (tradicional), Inglês, Francês, Alemão e outros 6, Italiano, Japonês, Coreano, Português, Russo, Espanhol

Capturas de tela

Captura de tela do NICE inContact:
Captura de tela do NICE inContact: Captura de tela do NICE inContact: Captura de tela do NICE inContact: Captura de tela do NICE inContact: Captura de tela do NICE inContact:

NICE inContact - Avaliações

NICE inContact - Avaliações

Classificação geral
4,1
/
5
Excelente
109

Muito bom
121

Regular
34

Ruim
14

Péssimo
6

Relação qualidade/preço
3,8
Recursos
4
Praticidade
4,1
Suporte ao cliente
3,8
81% dos usuários recomendam este app
Elias alirio M.

Cannot complain


Traduzir com Google
Shelly W.

Dec.2019_3M_US_Admin_Support_inContact

Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
Great experience


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Ivonne G.

InContact for ADRC/2-1-1 hybrid


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Avaliador Verificado

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.).


Traduzir com Google
Nathan V.

Unsatisfied with the support

Very little though it is simple enough to get setup and having the agents use it when needed.


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Elias alirio M.
Setor: Telecomunicações
Porte da empresa: 5.001-10.000 funcionários
Traduzido para o Português

Cannot complain

Usado Diariamente durante Mais de um ano
Avaliado em 29/07/2019
Fonte da avaliação: Capterra

Vantagens

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.

Desvantagens

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.

Traduzido para o Português

Resposta do 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.

Detalhamento da qualificação

Praticidade

Probabilidade de recomendação: 10.0/10

Shelly W.
Setor: Telecomunicações
Porte da empresa: 10.001+ funcionários
Traduzido para o Português

Dec.2019_3M_US_Admin_Support_inContact

Usado Diariamente durante Mais de um ano
Avaliado em 12/12/2019
Fonte da avaliação: Capterra

Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
Great experience

Vantagens

The details offered to discover path of contacts, simple process of escalating issues, and efficiency of setup of users and ACD elements are the best I've dealt with in my 25 years of ACD phone support.

Our TAM is amazing & knows her stuff.

Reports are capable of great detail

Desvantagens

Because of the open structure to access so much detail, it takes time to analyze what everything means.

The integration with Salesforce is wonderful, but seems a challenge to avoid daily errors; often clearing cache and cookies...I know this has much more to do with 3M's network and Salesforce, but everyone thinks it is the phone that causes the problem.

We tried to standardize ACD routing setup, however, the cleanup from each deployment sent us down custom paths again; I understand the goal to eventually streamline with the Global Scripts - this is the right thing to do and will make things better, it will just take awhile to get there.

Traduzido para o Português

Resposta do NICE inContact

We're so happy to hear about your great experience! Thank you, Shelly!

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Ivonne G.
Setor: Serviços de informação
Porte da empresa: 2-10 funcionários
Traduzido para o Português

InContact for ADRC/2-1-1 hybrid

Usado Diariamente durante Mais de dois anos
Avaliado em 05/05/2020
Fonte da avaliação: Capterra

Vantagens

Product is easy to use anywhere on the go. The KPI reports are exactly what we need for reporting purposes

Desvantagens

I do not like that it logs us out continuously throughout the day

Traduzido para o Português

Resposta do NICE inContact

Thanks for your comments, Ivonne!

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 6.0/10

Avaliador Verificado
Setor: Hotelaria
Porte da empresa: 51-200 funcionários
Traduzido para o Português

Omnichannel, Multi-site, International Contact Center

Usado Diariamente durante Mais de dois anos
Avaliado em 11/11/2019
Fonte da avaliação: 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.).

Vantagens

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.

Desvantagens

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.

Traduzido para o Português

Resposta do 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.

Detalhamento da qualificação

Praticidade
Suporte ao cliente

Probabilidade de recomendação: 7.0/10

Nathan V.
Setor: Software
Porte da empresa: 51-200 funcionários
Traduzido para o Português

Unsatisfied with the support

Usado Diariamente durante Mais de dois anos
Avaliado em 11/03/2020
Fonte da avaliação: Capterra

Very little though it is simple enough to get setup and having the agents use it when needed.

Vantagens

The ease of use to setup and have an agent use the platform with very little training or other hand holding.

Desvantagens

The reporting is in need of some help. The reports are intuitive and at times seem to report data different than what we would see in real time.

Traduzido para o Português

Resposta do NICE inContact

Nathan, thanks for your feedback. We certainly want you to have a better experience with Support and we'll forward your feedback to the appropriate team members for attention. Please contact us at [email protected] if you have any additional feedback. Thank you.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 3.0/10

Recomendação do usuário
7,7/10
Baseado em 284 usuários
Compare as alternativas por recomendação dos usuários
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Preço do NICE inContact

Preço do NICE inContact

A partir de
US$ 100,00/mês
Teste Grátis
Assinatura
Relação qualidade/preço
Relação qualidade/preço
3,8/5
Baseado em 284 usuários
Compare as alternativas por relação qualidade/preço
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Recursos do NICE inContact

Recursos do NICE inContact

API
Alertas/transferência
Bate-papo
Comunicação multicanal
Gerenciamento de tickets de suporte
Gestão da base de conhecimento
Gestão do fluxo de trabalho
Imagem de marca personalizável
Integração de CRM
Integração de e-mail
Integração de redes sociais
Integração de terceiros
Mensagens instantâneas
Monitoramento
Monitoramento em tempo real
Notificações automáticas
Painel de atividades
Questionários e feedback
Relatórios e estatística
Vários idiomas
Recursos
4/5
Baseado em 284 usuários
Compare as alternativas por avaliações dos recursos
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Categorias

Vídeos e Tutoriais

Vídeos e Tutoriais

Mais informações sobre NICE inContact

Mais informações sobre NICE inContact

Principais recursos do NICE inContact

  • ACD universal queue for multi-communication channels
  • Agent scripting
  • Automated speech recognition (ASR) and text-to-speech (TTS)
  • Automatic call back
  • ECHO customer feedback
  • Multi-channel ACD
  • Personal connection™ predictive dialer
  • Quality management
  • Reporting & analytics
  • Skill-based routing
  • Smart inbox™
  • Social, chat, phone, email
  • Supervisor On-The-Go™
  • Verint speech analytics engine
  • Workforce management
  • Workforce optimization

Vantagens

- The service operates in a carrier-grade, geographically redundant environment with guaranteed 99.99% availability

- Intelligent call suppression - Verifies if the business or individuals you are calling are on a tailored suppression list.

- Agent scripting - Build custom individual agent screens or scripts. Create decision trees and design your agents work flow.

- Multi-number hosted predictive dialing - Define custom retry option for up to 20 phone numbers.

- Message lay-down campaigns to dial contacts and lave automated messages without the need for agents

- Automatic call-back for customers who don't want to wait in the queue. You can also set up a scheduled callback at the customer's desired time.

- Integrate with custom built CRMs and third party solutions such as Salesforce, Microsoft Dynamics CRM, and Oracle RightNow.

- Automated Speech Recognition and Text-to-Speech is available in multiple languages

- Speech analytics software helps to identify top concerns and the most important calls based on specific criteria. Use custom call tags to categorize calls by customers' reasons for calling.

- Quality management tools include role-based scorecards with KPIs, integrated eLearning and coaching management, speech analytics, customized evaluation forms, synchronized audio and screens for recorded interactions.

- Smart Inbox™ delivers calls based on specific call data such as DNIS, ANI, call duration and direction.

- Workforce Management can be used to forecast customer demand and schedule and manage staff. Use real.time visibility into staff availability and call volumes, as well as historical workload trends to create optimal schedules.

Análise do GetApp

Análise do GetApp

inContact is an all-in-one contact center software solution that streamlines call center operations, improves agent productivity and maximizes the customer experience while significantly minimizing operational costs. Cloud-based, inContact allows contact centers to do away with pricey on-premise call center infrastructure, IT professional services for hardware, software and database administration and maintenance.

The software enables customers to communicate with contact center representatives via their communication channel of choice. Whether that’s a phone call, tweet or email, agents are able to handle customer interactions without having to switch between disparate systems, allowing for a seamless and delightful experience for all parties involved. inContact’s robust analytics and reporting capabilities give managers real-time insight into how many agents are on call versus available, the number of calls in queue, agent skill sets, and so on, so that adjustments, if warranted, can be made accordingly and quickly.

Some of inContact’s core features include multi-channel ACD (automatic call distribution), IVR (interactive voice response), ECHO surveys, predictive dialer and workforce optimization.

inContact's dashboards give executives and supervisors a clear view into real-time and historical performance metrics.

O que é o NICE inContact?

inContact enables multi-channel contact center communications via one universal queue, servicing various customer types depending on how they prefer to communicate – social media, mobile app, VoIP, SMS, phone call, chat or email. Its automatic routing system intuitively connects the customer to the most qualified agent, whether that’s one from the billing department, tech support, or who speaks a particular language. CRM integration gives agents full visibility into the customer’s previous interactions and transactions with the company, all in a single interface, eliminating the need to shuffle between systems or transfer the customer from one agent to another.

In contrast to premise-based contact center solutions, in the event of an operational interruption – such as flooding, heavy snow, and the like – inContact-powered call centers can function as usual by asking their agents to work from home, or wherever there’s an Internet connection, even route calls to other branches without negatively impacting the customer’s experience. Workflows can also be altered on the fly with a few clicks.

To navigate through inContact's reports, filters are shown as additional tabs at the top of each report.

Principais recursos do NICE inContact

Multi-Channel ACD

Customers nowadays are communicating with companies through various platforms – social media, voice, mobile applications, email, among others. Having the ability to interact with customers using their preferred communication medium without switching between applications is a capability provided by inContact to customer-facing agents, resulting in more efficient call resolution, more satisfied customers, and more cost savings.

inContact ACD’s skill-based routing feature directly connects customers to the most qualified agents and extracts critical customer data from CRMs like Salesforce or Microsoft Dynamics. This way, agents are equipped with necessary information even before they speak to the customer. With information and tools in one integrated system, representatives are better able to service customers, creating a more positive experience for both sides. The multi-channel ACD also allows agents to call back customers who are unable or unwilling to wait.

Whether through social media, email, chat, or a phone call, inContact gives your customers the freedom to connect with your contact center via their communication platform of choice.

Interactive Voice Response

IVRs are primarily used to resolve customer issues as quickly as possible, either through self-service or speaking to a live agent. The inContact IVR solution fully integrates with the ACD software and can be programmed with relative ease through a drag-and-drop interface that supports on-the-fly adjustments, allowing you full control over how the IVR system handles inbound calls.

To minimize call handling time and improve agent productivity, the IVR gathers necessary customer information even before the customer reaches an agent, and the reporting tool provides visibility into the effectiveness of customer self-serve applications, which can then be improved to further increase customer satisfaction and cost savings. InContact’s IVR can also be used alongside your existing phone system, where phone numbers are rerouted to inContact and subsequently handled and managed according to the predefined rules you’ve set up.

Integration between the IVR and ACD software makes for intelligent call routing.

ECHO Customer Satisfaction Survey

Surveys and customer feedback are essential for contact centers to gauge the effectiveness of their customer-facing initiatives. The same are used to evaluate individual agent performance, provide kudos or coaching, and generate reports for a more comprehensive analysis, which can then be tapped to improve existing service processes.

The inContact ECHO customer satisfaction survey is a real-time solution offered to customers after each agent interaction, while the experience is still fresh in their minds. Aside from making customers feel appreciated, you get the benefit of accurate FCR (first call resolution) statistics to gauge if you’re meeting customer expectations or not.

ECHO surveys administered at the end of each call give contact centers comprehensive insight into how agents are performing. Data gathered from such surveys can be used to train and coach agents.

Predictive Dialer

When outbound agents are not enough to support call volume and satisfy service level agreements, inContact’s blended predictive dialer software switches inbound agents to outbound mode, and vice versa, depending on the need. This maximizes your available resources when managing various campaigns. The predictive dialer also allows agents to contact only those they need to contact via the intelligent call suppression functionality, instead of filtering people out by manually contacting them.

The inContact predictive dialer offers various dialing methods: predictive dialing, where multiple calls are placed per agent, the pace of which is dependent on agent headcount, list attributes and legal regulations; progressive dialing, which are tailored for business-to-business campaigns; preview dialer, a combination of automated dialing and customer information preview so that agents know whether to accept or decline a call; and message lay-down where customers are contacted and left with automated messages. Ten phone numbers can be configured for each contact, and customized retry options can be created for each number.

The inContact predictive dialer software maximizes call center productivity. Case in point is its ability to move inbound agents to outbound queues, and vice versa, to meet service level requirements when call volumes escalate.

Workforce Optimization

It’s been said again and again: The workforce is the backbone of an organization. An organization, however, is only as strong as its people. inContact’s workforce optimization software analyzes customer interactions with agents through voice, email and chat conversation capture, saves time through automatic schedule creation based on skill levels, work preferences and call volume forecasts, targets and improves KPIs (key performance indicators), addresses skill gaps and identifies the reason/s behind agent and customer behavior.

Ensuring consistent agent coaching through regular agent performance evaluation lets contact organizations improve overall customer satisfaction scores, realize goals and devise efficient solutions to operational issues and bottlenecks. inContact’s workforce optimization software streamlines this process by scheduling eLearning and coaching events, as well as assigning courses from the quality management portal.

Aside from automatic scheduling, inContact's workforce optimization software analyzes customer-agent interactions to ensure the call center's goals are met.

Integrações do NICE inContact

inContact has ready-made integrations with CRM software like [Salesforce] (http://www.getapp.com/salesforce-application), [Oracle RightNow] (http://www.getapp.com/oracle-rightnow-application) and [Microsoft Dynamics CRM] (http://www.getapp.com/microsoft-dynamics-crm-online-application). Also, inContact has just recently unveiled its inCloud Developer Portal where developers gain access to well-documented RESTful APIs (application programming interfaces) and SDKs (software development kits), 120+ already available APIs, including those that will still be published, and tutorials and FAQs on how to best develop SDK solutions and REST-based apps.

Preço do NICE inContact

Depending on the company’s size, inContact offers a subscription-based pricing model. Its pay-as-you-go approach allows organizations to cost-effectively scale capacity to demand.

Resumo do NICE inContact

  • All-in-one cloud-based contact center solution
  • Intelligently routes customer calls to the most qualified representative
  • Supports multi-channel communication – email, chat, phone, SMS or VOiP
  • Robust reporting and analytics provide real-time insight into the strengths and weaknesses of both the call center and individual agents
  • Supervisor-On-The-Go mobile application allows supervisors to access the system while on the go to meet SLA (service level agreement) requirements through agent coaching and monitoring

Perguntas frequentes sobre o NICE inContact

Perguntas frequentes sobre o NICE inContact

Abaixo estão algumas perguntas frequentes sobre o NICE inContact.

P: Que tipo de planos o NICE inContact oferece?

O NICE inContact oferece os seguintes planos de pagamento:

A partir de: US$ 100,00/mês

Modelo de preços: Assinatura

Teste Grátis: Não disponível

P: Quais são os principais recursos do NICE inContact?

O NICE inContact oferece os seguintes recursos:

  • ACD universal queue for multi-communication channels
  • Agent scripting
  • Automated speech recognition (ASR) and text-to-speech (TTS)
  • Automatic call back
  • ECHO customer feedback
  • Multi-channel ACD
  • Personal connection™ predictive dialer
  • Quality management
  • Reporting & analytics
  • Skill-based routing
  • Smart inbox™
  • Social, chat, phone, email
  • Supervisor On-The-Go™
  • Verint speech analytics engine
  • Workforce management
  • Workforce optimization

P: Quem costuma usar o NICE inContact?

Os clientes habituais do NICE inContact são:

Grandes empresas, Empresas de médio porte, Sem fins lucrativos, Administrações públicas, Pequenas empresas

P: Em que idioma o NICE inContact está?

O NICE inContact está nos seguintes idiomas:

Chinês (simplificado), Chinês (tradicional), Inglês, Francês, Alemão, Italiano, Japonês, Coreano, Português, Russo, Espanhol

P: Que tipo de planos o NICE inContact oferece?

O NICE inContact tem os seguintes planos de preços:

Assinatura

P: O NICE inContact é compatível com disponíveis móveis?

O NICE inContact é compatível com os seguintes dispositivos:

iPad

P: O NICE inContact se integra com quais outros aplicativos?

O NICE inContact se integra com os seguintes aplicativos:

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

P: Que nível de suporte o NICE inContact oferece?

O NICE inContact oferece as seguintes opções de suporte:

Base de conhecimento, Suporte por telefone, Tutoriais em vídeo