What is InContact?

"NICE inContact is a SaaS-based call center software based on innovative multi-channel technology."

NICE inContact is software intended to help businesses gain as many leads as possible, at minimum cost. It presents a comprehensive approach to fulfilling contact center requirements, and to help companies gain positive customer experience.

The inContact solution is based on hosted call center products called the Customer Interaction Platform, which enables its users to make inbound calls, outbound calls, or combination of both. The software seamlessly integrates with CRM platforms, including Salesforce, Oracle Service Cloud, and Microsoft Dynamics.

The platform offers following solutions: Inbound Contact Center; Outbound Contact Center; Contact Center Management; Customer Service Solutions; Enterprise Contact Center; Contact Center Compliance; Enable Security In The Cloud. NICE inContact also offers Workforce Optimization Software, which encourages employees' self-improvement and manages efforts to enhance the customer experience.


InContact scored 84/100 in the Call Center Management category. This is based on user satisfaction (89/100), press buzz (29/100), and other relevant information on InContact gathered from around the web.

The score for this service has improved over the past month. What is this?

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InContact Product Overview

  • Multi-Channel ACD

  • Workforce Management

  • Personal Connection™ Predictive Dialer

  • Cloud Contact Center Platform

  • Verint Speech Analytics Engine

  • Social, Chat, Phone, Email

  • Agent Scripting

  • ECHO Customer Feedback

  • Automated Speech Recognition (ASR) and Text-to-Speech (TTS)

  • Automatic Call Back


Languages: English

InContact Features

  • Analytics
  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Call Recording
  • Custom Data Forms
  • Call Tracking
  • Call Disposition
  • Softphone
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score
  • Comparative Reporting
  • Automatic Call Distribution
  • Auto Dialar
  • Call Logging
  • Call Monitoring
  • Call Scripting
  • Escalation Management
  • Interactive Voice Response

InContact FAQs

Does InContact integrate with any other apps?

Integrations: Zendesk, Salesforce 1 Platform, Firefly, Cherwell Service Management, Salesforce App Cloud, IMIconnect, Inbenta, SpiceCSM, Microsoft Dynamics.

What are some applications InContact is commonly used in tandem with?

It is commonly used in tandem with CRM applications like Salesforce and Oracle Service Cloud.

Does InContact offer guides, tutorials and or customer support?

Support: Knowledge Base, Phone Support, Video Tutorials, Chat, Webinars.

Does InContact offer multi-user capability (e.g. teams)?

No.

Does InContact offer an API?

Yes, it offers API.

What is InContact generally used for?

This service is generally used as a contact center management platform.

What platforms does InContact support?

This is a web-based platform.

Who are the main user groups of InContact?

NICE InContact can be used by small business and large enterprises alike and is in place across a wide variety of vertical markets. Industries covered: Business Process Outsourcers, Government & Education, Financial Services, Healthcare.

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