Provider Overview
NICE is the cloud contact center software leader with the world’s #1 cloud customer experience platform. We work 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 CXone 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 of Fortune 100 customers
Overall, NICE inContact’s platform and solutions combine contact center software with a national connectivity network of phone and Internet. Based in Salt Lake City, Utah, Nice inContact also operates an international headquarters in London, as well as the Philippines.
NICE inContact Pricing and Services:
Most Popular Plan:
Hosted inbound and outbound contact center with IVR
- Pay as you go billing
- Scalable according to demand
- Compatible with inCloud Apps
- Predictive dialer
- Easily add agents whether office-based or virtual
- Adheres to government regulation, including Do Not Call Registry
NICE CXone Contact Center Software Highlights:
- Over 300 CRM integrations
- Pay-As-You-Go pricing model to scale capacity on demand
- Hosted solution
- Easily add functionality as your company grows
- Automatic software updates at least 2 times per year
- Support for single-site or multi-site contact centers, including home and remote agents
- Pay as you go billing
- 99.99% availability SLA
- inCloud Apps
- Predictive dialer blends inbound and outbound calling
- Agent evaluation and other reporting
- Integrated eLearning and Coaching Management
- Dashboards
All Available Plans & Services:
- Multi-Channel ACD Software
- Compatible with IVR, social media, email, and chat/IM
- Provides universal queue for 30+ channels, all with a consolidated omnichannel agent desktop
- Call customers back instead of having them wait on hold
- Blends inbound and outbound calls to connect inbound and outbound calls during peak demand
- Graphical User Interface, easy to understand
- Skill-based omnichannel routing
- Empowers agents to handle multiple interactions concurrently
- Uses AI-powered bots and self-service to automate routine tasks
- Interactive Voice Response
- Automated speech recognition
- Text-to-speech
- Call customers back instead of having them wait on hold
- Customizable operating hours and days
- Compatible with proprietary and third-party CRM software
- Users can make their own updates rather than wait on IT team
- Freedom to choose between agent or self-service
- Consolidate IVRs into one IVR system across multiple contact centers.
- Personal Connection Outbound Solution
- Eliminates lag between when customer answers the phone and the agent is connected
- Predictive dialing
- Patented pacing algorithm
- Compliant with Do-Not-Call registry
- Real-time dialing list adjustments based on customers’ positive or negative reactions to the call
- Synchronize external systems with Proactive XS
- Tools to build custom scripts
- Compatible with other inContact software
- Workforce Management (WFM)
- Improve agent experience with the ability to view schedules and receive real-time notification of changes and approvals within agent interface.
- Provide daily insights for decision-making with dynamic WFM dashboards.
- Give agents more flexibility to manage work-life balance with peer trade requests, shift bidding, easy time-off request process and ability to manage preferred hours.
- Empowers employee to make requests for schedule changes and vacations
- Tracks actual attendance to compare to scheduled attendance
- Real-time graphical view of both predicted and actual statistics, including call volumes, handle times, success rates, etc
- Automated alerts regarding imminent success or failure to reach goals
- Compatible with other inContact software
- ECHO Customer Satisfaction Surveys
- Multiple delivery options, including email, chat, SMS/Text, and IVR
- Customer satisfaction surveys given immediately after call ends
- Pre-built reports
- Measure First Call Resolution with customers’ input
- Compatible with other inContact software
- Supervisor-On-The-Go Mobile Application
- Compatible with iOS, optimized for iPad
- Downloaded securely from iTunes
- Not currently compatible with Android or Kindle
- Monitor activities in real time
- Ensure SLA adherence
- Change agent’s status on lists with a finger swipe
- Whisper mode to communicate with agent without customer hearing
- Compatible with other inContact software
- Reporting & Analytics
- Create historical reports and unlimited dashboards using over 100 industry standard metrics
- Track critical metrics and trends in both real time and over a set period of time.
- Easily write reports
- Pre-configured, real-time widgets
- Role-tailored information
- Drill down to get detailed data
- Filter by agent, team, skill, or campaign
- Find problem areas
- Point and click custom report creation
- Export to Excel or other spreadsheets
- Compatible with other inContact software
- Cloud Contact Center Software
- Hosted solution
- Easily add functionality as your company grows
- Automatic software updates at least 2 times per year
- Support for single-site or multi-site contact centers, including home agents
- Pay-as-you-go-billing
- 99.99% availability SLA
- Compatible with other inContact software
Help & Support Options:
- Over 90% of help desk calls are answered within 30 seconds
- 80% of calls are answered within 60 seconds.
- Phone Support: 1-866-965-7227
- Live Chat Support
- Customer care M-F 6AM-6PM MT
- 24×7 business affecting hotline
- 1 technical business contact/1 technical contact
- Fee-based access to Customer Success Managers, professional services, live webinars, self-paced courses.
- Care Plus:
- All above features
- 24×7 live customer care
- Customer success manager dedicated to your account
- 10% discount on professional services and courses
- Free access to webinars
- Care Premier:
- All above features
- Technical service rep assigned to your account
- Customer designates two technical and two business contacts
- Customer Success Manager dedicated to your account
- 3 hours of Professional Services assistance per month
- 20% discount on further Professional Services
- 20% discount on fee-based courses
- Premier Success:
- All above features
- Priority call routing
- Semi-annual, on-site reviews with Customer Success Manager
- 30% discount on additional consulting services
- 5 hours of Professional Services assistance per month,
- 30% discount on further Professional Services
- 30% discount on fee-based courses
- Premier Success Plus:
- All above features
- Priority case routing
- Customer designates three technical and three business contacts
- On-site quarterly reviews with Customer Success Manager
- Monthly strategy session
- 40% discount on further consulting services
- 10 hours of Professional Services assistance per month,
- 40% discount on further Professional Services
- 40% discount on fee-based courses
- Unlimited access to scheduled training sessions held at inContact in Salt Lake City
Awards & Recognitions:
- NICE Named a Leader in the Magic Quadrant for Contact Center as a Service, North America by Gartner for five consecutive years (2015-2019)
- NICE achieved highest and furthest overall position for ability to execute and completeness of vision in the 2019 Gartner Magic Quadrant for Contact Center as a Service, North America.
- NICE awarded 2019 Service Leader in Contact Center Infrastructure by CRM Magazine
- NICE rated highest in Product and Overall Vendor Satisfaction by customers in DMG Consulting’s 2018-2019 Cloud-Based Contact Infrastructure Product and Market Report
- NICE received the highest scores in four of five use cases in Gartner’s 2018 Critical Capabilities report
- NICE CXone named a Leader in Cloud Contact Center Solutions by Forrester Research in The Forrester WaveTM: Cloud Contact Centers, Q3 2018.
- NICE CXone Ranks 1st in Cloud Contact Center Value Index
- NICE Identified as ‘Market Leader’ by Ovum
- NICE Named Market Share, Customer Value Leader by Frost & Sullivan
- NICE identified as a Leader of the Cloud Contact Center Market by IDC
Customers include MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Hoveround, Mitchell International, Check Into Cash, Best Buy, among many other global and Fortune 100 leaders and a government service agency
Editor’s Bottom Line of NICE
NICE inContact has certainly been regarded by many as a game-changer, and leader in the contact center software industry. The company was recently named as a Leader by Gartner, Inc. in their 2016 North American Magic Quadrant report of Contact Center as a Service provider. The combined hosted contact center solution and existing carrier-grade network have provided NICE inContact with a solid and robust foundation from which to expand and innovate. Since their recent acquisition by NICE Systems, the company has continued to expand its offerings, including a large roadmap of what’s to come following the acquisition.
With their current portfolio of solutions, inContact offers an impressive number of features in one package that would normally require multiple alternative vendors to fully recreate. Through their hosted Contact Center products, inContact can offer a large number of solutions in order to completely tailor their service to just about any company’s needs. With inContact, you are not purchasing a canned carbon copy solution meant to fit into any business, but instead a completely custom solution for just your company’s needs – whether hosting an Inbound Contact Centers, Outbound Contact Centers, or simple Customer Service. With their massive array of products and solutions, inContact is also capable of supporting Enterprise Contact Centers, Help Desk Support, Fundraising and even Collections Agencies. Their entire platform is backed with a high level of security and reliability, including 99.99% uptime with an SLA to match, and even a unique Trust Office to ensure the highest security standards to match any business’ needs.
Contact and call centers powered by inContact are equipped with advanced Automatic Call Distribution, an intelligent Interactive Voice Response system, the company’s Personal Connection Outbound Dialer, CRM integrations to help ensure the highest level of efficiency, and even their own mobile app, Supervisor-on-the-Go. While many competitors have quickly rushed to follow inContact’s lead on the mobile frontier, their Supervisor-on-the-Go app is still recognized by many as one of the first, and even leading mobile app available in for remote admin control of any contact center solution.
Workforce Optimization from inContact combines the efforts of voice recording, screen sharing, speech and desktop analytics, customer satisfaction surveys, as well as coaching and training capabilities to ensure contact center agents will perform with the highest level of efficiency and productivity. NICE inContact’s featured packed platform is equally matched with their industry leading 99.99% SLA guaranteed network uptime, and a fully redundant network with two data centers located in the U.S. and two in Europe. On top of that, just in case something ever does go wrong 24/7 emergency care and 12am to 5pm customer care is provided to all customers, with the options to expand your support plan to include total 24/7 customer support and even a dedicated rep for your business.
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