Sobre 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

Principais benefícios do NICE inContact

- 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.

Dispositivos

Porte da empresa

P M G

Mercados

Austrália, Brasil, Canadá, Alemanha, Reino Unido e outros 4, Índia, Japão, México, Estados Unidos

Idiomas

alemão, chinês, chinês tradicional, coreano, espanhol e outros 6, francês, inglês, italiano, japonês, português, russo

Imagens

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Recursos

Total de recursos do NICE inContact: 111

  • API
  • Agendamento automatizado
  • Agendamento de ligações
  • Agendamento de retorno de chamada
  • Alertas por e-mail
  • Alertas/notificações
  • Alertas/transferência
  • Análise de dados do atendimento ao cliente
  • Análise de reconhecimento de voz
  • Arquivo morto e retenção
  • Arrastar e soltar
  • Assistente virtual
  • Atribuição de solicitações
  • Ações ativadas por eventos
  • Banco de dados do cliente
  • Bate-papo ao vivo
  • Bate-papo em tempo real
  • Bate-papo/Mensagens instantâneas
  • CRM
  • Call center de ligações de entrada
  • Call center de ligações saída
  • Call center misto
  • Categorização/Agrupamento
  • Cenários hipotéticos
  • Comunicação multicanal
  • Configuração do fluxo de trabalho
  • Conformidade FTC
  • Conformidade com FCC
  • Controle de comparencimento
  • Controle e acesso remoto
  • Controles/permissões de acesso
  • Converter texto em voz
  • Digitação por teclado do telefone
  • Discador automático
  • Discador automático
  • Discador manual
  • Discador preditivo
  • Discador progressivo
  • Disposição de chamadas
  • Distribuição automática de chamadas
  • Distribuição automática de leads
  • Etiquetagem de chamadas
  • Formulários personalizáveis
  • Gamificação
  • Gerenciamento de comentários
  • Gerenciamento de contatos
  • Gerenciamento de e-mails
  • Gerenciamento de listas
  • Gerenciamento de multicanal
  • Gerenciamento de tickets de suporte
  • Gestão da base de conhecimento
  • Gestão de call centers
  • Gestão de campanhas
  • Gestão de compromissos
  • Gestão de empreiteiras
  • Gestão de filas
  • Gestão de funcionários
  • Gestão de leads
  • Gestão de pesquisas/enquetes
  • Gestão de recrutamento e seleção
  • Gestão de telemarketing
  • Gestão de tíquetes
  • Gestão do SLA (acordo do nível de serviço)
  • Gestão do desempenho
  • Gestão do fluxo de trabalho
  • Gestão do quadro de horários
  • Gestão do tempo livre
  • Gravação
  • Gravação de chamadas
  • Gravação programada
  • Gravação sob demanda
  • Histórico do cliente
  • Identificador de chamadas específico da campanha
  • Imagem de marca personalizável
  • Indicadores de desempenho
  • Integração de redes sociais
  • Integração de telefonia por computador
  • Integrações de terceiros
  • Macros e modelos de respostas
  • Marcação
  • Mensagens de SMS
  • Mensagens por voz
  • Monitoração de chamadas
  • Mão de obra variável
  • Múltiplas partes
  • Múltiplos scripts
  • Orçamentos/Previsões
  • Painel de atividades
  • Personalização da voz
  • Planejamento de pessoal
  • Portal de autoatendimento
  • Previsão
  • Previsão de trabalho
  • Questionários e feedback
  • Rastreamento de chamadas
  • Rastreamento de habilidades
  • Rastreamento de interações
  • Reconhecimento de voz e IVR
  • Registro de chamadas
  • Relatórios e análise de dados
  • Roteamento automático
  • Roteamento de chamadas
  • Roteirização de chamadas
  • Supervisão de rede
  • Transferência de arquivos
  • Transferência de chamadas
  • Troca de turnos
  • Visualização do discador
  • VoIP
  • VoIP Connection
  • Vários idiomas

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Avaliações

Classificação geral

4,2 /5
(453)
Relação qualidade/preço
4/5
Recursos
4,1/5
Praticidade
4,2/5
Suporte ao cliente
3,9/5

Já tem o NICE inContact?

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Exibindo 5 avaliações de 453
Travis G.
Classificação geral
  • Setor: Software
  • Porte da empresa: 51-200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Swiss Army Knife

Avaliado em 27/10/2020

They are a fair and firm company that says what they will do, and they do what they say.

They are a fair and firm company that says what they will do, and they do what they say.

Vantagens

There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.

Desvantagens

I wish that there were sentiment analysis for the SMS side of the omnichannel.

Warren J.
Classificação geral
  • Setor: Gestão de organizações sem fins lucrativos
  • Porte da empresa: 1.001-5.000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Have been using NICE inContact since 2009

Avaliado em 25/06/2020

My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we...

My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.

Vantagens

I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.

Desvantagens

In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.

Resposta do NICE inContact

Thanks for your feedback, Warren!

Avaliador Verificado
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 10.000+ funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 6.0 /10

How "Nice" of You to Read My "inContact" Review!!

Avaliado em 25/02/2021

I am using this platform as a call center management system. Our Service Desk employees all use...

I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes.

Vantagens

I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized.

Desvantagens

I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again.

Carlos C.
Classificação geral
  • Setor: Software
  • Porte da empresa: 51-200 funcionários
  • Usado Diariamente durante 1 a 5 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente

BUYER BEWARE: Make sure your read the fine print on contract and confirm 100% that the...

Avaliado em 07/02/2017

I spent a long time researching software solutions in the industry to create a full integration...

I spent a long time researching software solutions in the industry to create a full integration with our software platform. During the sales process, the sales person made statements that were not accurate. I was led into believing my costs would be constant per user and it turned out to be a lie.
Upon our launch, we had scheduled to bring out their training staff to help train our employees. They sent someone who sat in our office for 2 days and was not able to help anyone. This person actually left early while he was there and every question that was asked, he did not have a response. He would have to call someone else.
After we signed our contract, everything turned into $$$$ for this, $$$ for that.
I have never felt so deceived in my life. The sales person even used the fact that he was having a child to coerce me to sign the contract with his relentless approach. I should have sniffed this out during the sales process.
While they have some features that are nice, everything has started to unravel. I lost a client because of the number of dropped calls that they have had.
When we were first launched, there were countless issues with the configuration that caused us to lose calls, voicemails and essentially tarnished our image to our clients.
It was very clear that no one understood what I was sold because I have been around nearly every department possible at that company. Reseller, Affiliate, you name it.
The most disturbing part of all of this was the convenient negligence from their sales team that I could get the same exact thing I was being sold by going through Ring Central directly. The sales person knew EXACTLY what I wanted. I was crystal clear because I knew this would be a problem. I am just warning you to make sure you are VERY careful with the purchase of this product.
Don't be fooled by 90% off discounts on their contracts. It just lures you in and then they will nickel and dime you for every little thing.

Vantagens

Gives the flexibility to write you own scripts, if you have the knowledge to do so. Otherwise, you are paying.

Desvantagens

Too long and complicated to set up
Too many random issues that we had to figure out ourselves
No mobile solution
SMS support is too pricey.

Joy R.
Classificação geral
  • Setor: Serviços ao consumidor
  • Porte da empresa: 5.001-10.000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Probabilidade de recomendação 8.0 /10

Nice works Nicely

Avaliado em 01/03/2021

Vantagens

I like it keeps track of schedule including breaks, lunches, and any special meetings and the ease of use

Desvantagens

It sometimes crashes without warning and sometimes calls come in with no intro warning

Exibindo 5 avaliações de 453 Leia todas as avaliações

Perguntas frequentes sobre o NICE inContact

Abaixo estão algumas perguntas frequentes sobre o NICE inContact.

O NICE inContact oferece os seguintes planos de pagamento:

  • A partir de: US$ 100,00/mês
  • Modelo de preços: Assinatura
  • Teste Grátis: Não disponível

Não temos informações sobre os recursos do NICE inContact.

Os clientes habituais do NICE inContact são:

2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+

O NICE inContact está nos seguintes idiomas:

alemão, chinês, chinês tradicional, coreano, espanhol, francês, inglês, italiano, japonês, português, russo

O NICE inContact é compatível com os seguintes dispositivos:

O NICE inContact se integra com os seguintes aplicativos:

Firefly, NetSuite CRM, Oracle Service, SAP Customer Experience, Salesforce Platform, ServiceNow, SpiceCSM, SugarCRM, Zendesk

O NICE inContact oferece as seguintes opções de suporte:

Base de conhecimento, Suporte por telefone, 24 horas por dia (representante ao vivo), Bate-papo

Categorias relacionadas

Veja todas as categorias de software encontradas para NICE inContact.