Overview
Product Information on NICE inContact
Updated 13th October 2025
What is NICE inContact?
NICE inContact Pricing
Overall experience with NICE inContact
CUSTOMER SERVICE & SUPPORT ASSOCIATE
250M - 500M USD, Consumer GoodsFAVORABLE
“Ease of Use in User Creation and License Management”
The customer service is above and beyond with this team. If there is an issues that we can not figure out they are on it, helping us find a solution
MANAGER VOICE AND DATA SERVICES
1B - 3B USD, Healthcare and BiotechCRITICAL
“NICE - Rapidly Innovating but Lacking Support and Alignment”
NICE has been pushing hard for innovation in recent years, which is positive, however there are a number of issues that I believe have stemmed out of this rapid innovation. The professional services team has not been able to maintain pace, implementing configurations that require any level of customization or aren't "out of the box" has been very challenging, and there appears to be a severe disconnect among the internal product teams at NICE. We are currently undergoing an implementation of the AI AutoSummary product and have witnessed this firsthand. Multiple times throughout the project conflicting information has been provided to us depending on which product team is engaged. There has also been a lack of support from the technical implementation team, refusing to assign a technical resource to standing project calls, requiring all questions to be funneled through our PM and ultimately slowing the progress of the project. These issues have become a theme during a few of the most recent implementations.
In addition, NICE has encountered issues with other new product rollouts, specifically related to Dashboards. Multiple versions have been rolled out and decommissioned, causing confusion among the teams at our organization. The newest version is also riddled with various issues and although we have been informed this has been escalated to the President, there still appears to be a lack of urgency with regards to resolution.
Although NICE is deemed a leader in the CCaaS space, our recent experience has been poor. I believe the drive to innovate without ensuring product teams are aligned and resources are available has been the main reason for this. NICE needs to focus on building their internal teams and support for customers before releasing any new offerings.
About Company
Company Description
NICE Ltd. is a global technology company specializing in customer experience management software. NiCE provides one AI platform to transform customer experience at scale. Smarter AI, Better experiences. One platform. NiCE powers every interaction helping enterprises deliver consistent, scalable, and meaningful CX at every point of engagement.
Company Details
Company type
Public
Year Founded
1999
Head office location
Hoboken, United States
Number of employees
5001 - 10000
Website
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Reviewer Insights for: NICE inContact
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Performance of NICE inContact Across Market Features
NICE inContact Likes & Dislikes
Ease of use with new user creation. I have used other platforms and this is by far the easiest to use. That goes the same when you have to remove someone. Reusing existing licenses in ACD is also helpful in that we don't have to purchase more licenses until we get to that point.
Product Innovation Scalability Centralized Management Interface
They allow us to customize the products that best fit our agency strategies and goals. They know if we succeed, they succeed, so they are willing to work with agencies to provide the products that best work for your industry.
The reporting! I would like to have the ability to see reports on ACW and WFM combined to allow a better opportunity to see how much that impacts call time.
Poor support Multiple bugs with lack of urgency in problem resolution Limited customization
We would like a WFM tool that is better suited for the needs of our work.
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- CUSTOMER SERVICE & SUPPORT ASSOCIATE50M-1B USDConsumer GoodsReview Source
Ease of Use in User Creation and License Management
The customer service is above and beyond with this team. If there is an issues that we can not figure out they are on it, helping us find a solution - MANAGER VOICE AND DATA SERVICES1B-10B USDHealthcare and BiotechReview Source
NICE - Rapidly Innovating but Lacking Support and Alignment
NICE has been pushing hard for innovation in recent years, which is positive, however there are a number of issues that I believe have stemmed out of this rapid innovation. The professional services team has not been able to maintain pace, implementing configurations that require any level of customization or aren't "out of the box" has been very challenging, and there appears to be a severe disconnect among the internal product teams at NICE. We are currently undergoing an implementation of the AI AutoSummary product and have witnessed this firsthand. Multiple times throughout the project conflicting information has been provided to us depending on which product team is engaged. There has also been a lack of support from the technical implementation team, refusing to assign a technical resource to standing project calls, requiring all questions to be funneled through our PM and ultimately slowing the progress of the project. These issues have become a theme during a few of the most recent implementations. In addition, NICE has encountered issues with other new product rollouts, specifically related to Dashboards. Multiple versions have been rolled out and decommissioned, causing confusion among the teams at our organization. The newest version is also riddled with various issues and although we have been informed this has been escalated to the President, there still appears to be a lack of urgency with regards to resolution. Although NICE is deemed a leader in the CCaaS space, our recent experience has been poor. I believe the drive to innovate without ensuring product teams are aligned and resources are available has been the main reason for this. NICE needs to focus on building their internal teams and support for customers before releasing any new offerings. - SENIOR DIRECTOR, IT OPERATIONS50M-1B USDHealthcare and BiotechReview Source
Neglected Customers: NICE's Largest Organizational Hurdle
Nice is unresponsive and organizationally appears to be facing internal challenges. A recent "simple engagement" to install Auto Summary has turned into a significant endeavor and has failed after extended work from my organization. The NICE team only provided PM type roles in weekly meetings and would not allow interaction with the technical team which was very frustrating and counterproductive. Too many errors presented for a company of this size and certainly not enough focus on their customers or the project outcomes. - WORK FORCE MANAGER<50M USDRetailReview Source
A Dive Into Nice MAX Agent's Powerful Features & Required User Expertise
Nice has many innovative features and is a powerful tool for contact centers. - 988 Director<50M USDServices (non-Government)Review Source
They want to help you succeed
The team at NICE Incontact has always been very responsive to our needs. As a community provider who answers emergency calls where life threatening situations can occur, NICE Incontact has understood the urgency of our service and has quick turnaround time when a problem is reported.
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