Sobre NICE inContact
NICE inContact es un líder de software de centro de contacto en la nube que ofrece una excelente plataforma de experiencia de cliente en la nube. NICE inContact CXone™ combina enrutamiento omnicanal, analíticas, optimización de personal, automatización e inteligencia artificial en una solución basada en nube abierta. La solución NICE inContact permite a las organizaciones brindar experiencias excepcionales a los clientes actuando de manera más inteligente y respondiendo más rápido a las expectativas de los consumidores. El programa de desarrollo DEVone de NICE inContact es un extenso ecosistema de socios que ofrece aplicaciones empresariales de los socios en el mercado CXexchange para su integración con CXone.
NICE inContact ha sido reconocido como uno de los líderes del mercado por Gartner, IDC, Frost & Sullivan, Ovum y DMG.
• Ofrece un SLA del 99,99 %.
• El único SLA de voz garantizado del sector.
• Con más de 275 000 agentes en centros de contacto en la nube.
• Más de 150 países.
• 85 clientes de Fortune 100.
Precios desde:
US$100,00/mes
- Prueba gratis
- Suscripción
Dispositivos
Tamaño de la empresa
Disponible en los países siguientes
Idiomas admitidos
Precios desde:
US$100,00/mes
- Prueba gratis
- Suscripción
Imágenes
Funciones
Características totales de NICE inContact: 40
- API
- Alertas de correo electrónico
- Análisis de atención al cliente
- Categorización
- Chat
- Conversión de audio a texto
- De texto a voz
- Distribución automática de clientes potenciales
- Encuestas y comentarios
- Enrutamiento de llamadas
- Enrutamiento de solicitudes
- Escenarios hipotéticos
- Etiquetado
- Formularios personalizables
- Gestión de comentarios
- Gestión de empleados
- Gestión de permisos
- Gestión del rendimiento
- Gestión multicanal
- Gestor de colas de espera
- Grabación de texto de llamada
- Historial de cliente
- Integración de CRM
- Integración de SMS
- Integración de redes sociales
- Integración de terceros
- Interfaz para arrastrar y soltar
- Ludificación
- Marcación progresiva
- Marcador predictivo
- Mensaje de voz
- Notificaciones de correo electrónico
- Panel de actividades
- Portal de autoservicio
- Previsión
- Programación de rellamadas
- Reconocimiento IVR y de voz
- Recopilación de comentarios
- Seguimiento de llamadas
- Varios idiomas
Alternativas
Zendesk
LiveAgent
Comm100 Live Chat
Deskpro
Opiniones
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- Sector: Software informático
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Swiss Army Knife
Revisado el 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.
Puntos a favor
There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.
Puntos en contra
I wish that there were sentiment analysis for the SMS side of the omnichannel.
- Sector: Gestión de organizaciones sin ánimo de lucro
- Tamaño de la empresa: 1001-5000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Have been using NICE inContact since 2009
Revisado el 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.
Puntos a favor
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.
Puntos en contra
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.
Respuesta de NICE inContact
Thanks for your feedback, Warren!
- Sector: Software informático
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 4.0 /10
Terrible Onboarding Experience
Revisado el 11-03-2020
It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but...
It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.
Puntos a favor
Up time is good, WFM integration with the basic telephony is nice.
Puntos en contra
The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later.
When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.
Respuesta de NICE inContact
Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at [email protected]
Thanks so much for your feedback.
- Sector: Banca
- Tamaño de la empresa: 10.000+ empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 8.0 /10
NICE inContact for Call Center Management
Revisado el 17-11-2020
At first I was skeptical with NICE inContact since I am used to using the other NICE application....
At first I was skeptical with NICE inContact since I am used to using the other NICE application. After several updates made with NICE inContact collaborating with our Voice Team, the experience has been better especially loved the web player option :).
Puntos a favor
Since we started using NiC in March due to the global pandemic, we have since observed several upgrades in the functionalities/capabilities.
1. We have the option to remove download capabilities to certain users for InfoSec compliance since our company is a financial organization.
2. We no longer need 8x8 to play the call as it now has the web player functionality thus makes it easier to listen to calls.
3. We can now track the actual dead air and hold time which is critical to the call center as part of us monitoring the AHT and efficiency of our associates.
4. Clear definition of why a call was disconnected such as Agent Hung Up, Contact Hung Up, Agent Phone Disconnected, OB call interrupted and so on.
Puntos en contra
Some of the thing s I least like with the software are.
1. NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error.
2. There are times that customer could not hear agent on the other line yet or vv. We did a test in the past where we listen to the call live and listened to the call after being recorded.
- Sector: Hostelería
- Tamaño de la empresa: 10.000+ empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
InContact Review
Revisado el 21-05-2020
Puntos a favor
Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.
Puntos en contra
Analytics are hard to use and are not accurate based on what I know.
InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months.
We need additional widgets in the dashboard but can't get them.
Respuesta de NICE inContact
Thanks for your detailed review, Emily!
Preguntas frecuentes sobre NICE inContact
He aquí algunas preguntas frecuentes sobre NICE inContact.P. ¿Qué tipo de planes de precios ofrece NICE inContact?
NICE inContact ofrece los siguientes planes de precios:
- A partir de: US$100,00/mes
- Modelo de precios: Suscripción
- Prueba gratis: No disponible
P. ¿Cuáles son las características principales de NICE inContact?
No tenemos información sobre las características de NICE inContact
P. ¿Quiénes son los usuarios habituales de NICE inContact?
Los clientes habituales de NICE inContact son:
Empresas pequeñas, Empresas Grandes, Administraciones públicas, Sin ánimo de lucro, Empresas medianas
P. ¿Qué idiomas admite NICE inContact?
NICE inContact admite los siguientes idiomas:
Alemán, Chino (simplificado), Chino (tradicional), Coreano, Español, Francés, Inglés, Italiano, Japonés, Portugués, Ruso
P. ¿NICE inContact es compatible con dispositivos móviles?
NICE inContact admite los siguientes dispositivos:
iPad
P. ¿Con qué otras aplicaciones se integra NICE inContact?
NICE inContact se integra con las siguientes aplicaciones:
Balto, Brand Embassy, Castel Detect LIVE, Cherwell Service Management, ExecVision, Gong.io, IMIconnect, Inbenta, Salesforce Service Cloud, Zendesk
P. ¿Qué tipo de asistencia ofrece NICE inContact?
NICE inContact ofrece las siguientes opciones de asistencia:
Base de conocimientos, Asistencia telefónica, Tutoriales en vídeo
Categorías relacionadas
Ver todas las categorías de software encontradas para NICE inContact.
- Software de análisis de voz
- Software de servicio al cliente
- Software de gestión de personal
- Software para call center
- Sistemas de tickets para asistencia técnica
- Sistemas IVR
- Soluciones de telefonía
- Software de contact center
- Software de marcador predictivo
- Programas para grabar llamadas
- Software para llamadas automáticas
