inContact
inContact is a cloud-based contact centre solution designed by NICE, a public company founded in the 1980s with headquarters in Israel. One of the company’s subsidiaries, NICE CXone, is responsible for the inContact solution that allows agents to engage with customers, manage their calls, record statistics and view all of this data on an integrated dashboard, making it easier to improve customer service. It is a flexible solution that can be customized based on the needs of the business, offering a customizable plan that can be changed alongside the business as it develops.
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What is inContact?
In essence, inContact is a contact centre software. This means that it is a solution responsible for managing customer interactions, where they are received across various channels onto an integrated platform.
- Messages, calls and emails are easier to manage because they can be accessed from the same point, instead of browsing through different pages to find specific conversations.
- By having contacts, all of the necessary information can be found faster.
- On the dashboard is essential information that all agents should be aware of.
- For example, how many calls are in the queue and on hold, waiting to be taken, and which agent are available.
- This way, when an employee is free to take a call, they can see which contacts are waiting.
- Additionally, statistics are displayed so that goals can be met, ensuring that employees are managing calls efficiently and can see improvements or areas of weakness.
- Pricing is only available when a quote is requested on the website. However, the software costs £75 for each user per month on average.
- This can be amended based on the number of users a company needs on the system and the level of features a company opts for.
NICE inContact Contact Centre Features |
Automate staff scheduling |
Enhance agent performance |
Measure customer satisfaction
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Schedule smarter with the ability to accommodate your personal preferences and align your agent skills with customer needs. |
Stay ahead of the ever-changing customer questions with their proven agent coaching and training. |
Use your customer feedback to improve your contact centre—and every interaction.
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inContact Calling Features
Basic features that inContact offers include voice calling, video calling, instant messaging, emailing and voicemail. Because omnichannel routing can all be accessed via the platform; therefore, no matter which mode of communication a customer uses, an agent will see it instantly and subsequently reply more promptly.
A more advanced feature is Interactive Voice Response (IVR). Ultimately, this is a receptionist-like tool that is the first line of communication an incoming call is connected to, giving the customer sufficient information to handle their query or establishing which extension to transfer the call to. This is done by asking a series of questions that the customer can answer either by clicking the appropriate digit or speaking the system’s understanding. This automated system is so that calls can be distributed to the appropriate agent or department without taking up employees’ time.
inContact Max
My Agent eXperience (MAX) is a unique and innovative interface that helps to gather information from multiple sources and display it on one platform. It is an omnichannel service whereby all modes of communication are combined, such as instant messaging, incoming calls, emails, and social media activity, and agents can easily view it. Without this, agents would have to log in to many software at once and constantly manage them, swapping in between pages to ensure communication is consistent and not missed. On the other hand, the MAX platform routes them all together.
When contacts are made, all of their information is included and notes made by other agents, attached files and previous conversations so that colleagues can be fully aware of the clients’ history.
Furthermore, the MAX interface is cloud-based so that agents can work remotely as long as they have an internet connection, using a computer or phone to handle calls. This makes the contact centre easier to manage. Therefore new employees can learn to use the system straight away.
inContact Integrations
inContact can work with multiple integrations so that solutions are more resourceful and efficient. For example, Microsoft Dynamics 365 is a CRM business software that assists companies in managing important aspects like sales, marketing and customer service.
By integrating this with inContact, agents can have a better overview of their productivity and be more encouraged to hit sales targets and be able to see essential reminders such as deadlines and events. Likewise, the Microsoft Teams integration can combine all instant messaging, voice and video calls and allow these conversations to be handled by the platform. Customer queries are always dealt with, and conferences can be easier to manage. Other integrations include Zendesk, NetSuite and more that can be researched.
inContact – To Conclude
In conclusion, inContact (also known as CXone) is a contact centre solution offered by NICE that consists of an integrated interface to help agents handle calls from numerous channels and increase the efficiency of customer services.
Other Useful links
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Workbooks
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