Nice In Contact-Pros and Cons

General Information
Nice InContact is a cloud based software that offers smarter and more reliable customer experience.
The features include Automatic Customer Routing, Voice Response, Multiple Interaction Channels
Predictive Dialing, Agent Interface, Workforce-Intelligent Contact Center and AI Chatbots. It also offers features such as Quality Management, Customer Satisfaction Surveys,Performance Management and Omnichannel Analytics.

Newer Innovations in the Nice InContact
Some of the latest innovations in these tools are Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Interaction Channels, Predictive Dialer Analytics, Interaction Analytics and Workforce Optimization. The new features are Myagent eXperience-MAX, CRM Integrations,UCaaS Integration,DEVone Ecosystem,RESTful APIs,Voice as a Service and FedRAMP.
Why we use Nice InContact
With Nice InContact cloud we can get a single cloud platform with all capabilities. It is fully scalable and elastic. It is the world class cloud operation with automatic upgrades and it has an excellent integrated Voice infrastructure.
Industry positive comments
Some of the positive feedbacks are it is an Instant real time reporting tool. It allows easily transfers calls between departments. It is a fully rounded enterprise CRM.Great product documentation and vendor support. It makes the process of feeding data into the system seamless.
Needs Improvement
Genesys Pure Cloud needs to make attensity tool more users friendly. It should make building reports more intuitive. AI chatbots need to be improved. It doesn’t seem to have enough UX testing. User feedback opportunity is limited.
Similar Products in the industry
Some of the similar search products in the industry are Genesys Pure Engage, Genesys Pure Connect, TalkDesk, Genesys Pure Cloud, UJET, Aspect Workforce Management, Avaya Aura, Fuze, SAP Contact Center, CallMiner Eureka.

You may also like these