"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.
Personal Connection™ Predictive Dialer
Cloud Contact Center Platform
Verint Speech Analytics Engine
Social, Chat, Phone, Email
ECHO Customer Feedback
Automated Speech Recognition (ASR) and Text-to-Speech (TTS)
Automatic Call Back
Integrations: Zendesk, Salesforce 1 Platform, Firefly, Cherwell Service Management, Salesforce App Cloud, IMIconnect, Inbenta, SpiceCSM, Microsoft Dynamics.
It is commonly used in tandem with CRM applications like Salesforce and Oracle Service Cloud.
Support: Knowledge Base, Phone Support, Video Tutorials, Chat, Webinars.
Yes, it offers API.
This service is generally used as a contact center management platform.
This is a web-based platform.
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.