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NICE inContact Call Center

Name: NICE inContact Call Center
Rating: 4.5 (2 reviews)

By NICE inContact

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Highlights : About NICE inContact Call Center

Automatic Customer Routing

Voice Response

Multiple Interaction Channels

Predictive Dialing

Agent Interface

Workforce-Intelligent Contact Center

Omnichannel Call Center: phone, email, proactive chat

Market-leading predictive dialer supported by AI algorithms

Innovative Voice Mail Detection algorithm

Caller ID with contextual data

Built-in IVR and multichannel ACD integration

About NICE inContact Call Center

NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support requests and helps businesses connect with their customers via multiple channels such as inbound/outbound voice calls, email, voicemail, chat, social media and more.

Specifications

Business Size

Mid-Market

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Automatic Customer Routing

Voice Response

Multiple Interaction Channels

Predictive Dialing

Agent Interface

Workforce-Intelligent Contact Center

AI Chatbots

Workforce Management

Quality Management

Customer Satisfaction Surveys

Performance Management

Omnichannel Analytics

CRM Integrations

UCaaS Integrations

Developer Ecosystem

REST APIs

Voice as a Service

Reporting

Built-in IVR and multichannel ACD integration

Channel-independent skill- and profit-based routing

Numerous outbound automatic and manual dialers

Interactive voice response (IVR) with advanced routing

Automated business rules for process and workflow creation

Automated business rules for optimisation

Campaign, Queue, Communication Channels

Customers prioritisation

Customizable satisfaction surveys for customer feedback

Campaign prioritization

Built in Mini-CRM with instant access to customer history

Call Scripting and Call Script Builder

Contact dispositions and notes

Telemarketing Sales Rule

Outbound Call Regulation Compliance with Do Not Call List

Embedded WebRTC-based softphone

Real-time monitoring and configurable wallboards

Easy integration with any application using open API

Built-in SIP Trunk and optional numbers from 120+ countries

Native integration with Focus Desk ticketing system

Benefits

Omnichannel Routing

Regardless of the source channel, NICE inContact can route customers to the right agents. This lets your agents provide them with accurate and speedy assistance for their queries and issues as well as personalized service that takes into consideration their profiles. This results in greater client satisfaction since they have their questions answered and their issues resolved in a timely manner.

Actionable Insights

NICE inContact empowers you to transform and optimize your processes continually with its analytics. It draws data from customer-agent exchanges and employee performances. With the results it provides, you can create a data-driven culture wherein decision-makers make intelligent and informed choices.

Empowered Employees

The way towards client satisfaction and company growth is through your employees. To that end, NICE inContact helps empower your workforce with tools that promote task ownership and accountability. This way, they can improve their skills and knowledge and apply those to their tasks.

Available in a cloud contact center model

The platform is available in a cloud contact center model, saving you the costs of infrastructure deployment and maintenance

All in one interface

All in one interface, without the hassle of switching between systems.

Multiple dialing modes can be used

Multiple dialing modes can be used, including half-progressive, progressive, and predictive dialing, as well as a range of methods where agents are able to select the record they wish to work on.

Just click and start working.

With the integrated softphone you won’t have to install any software - just click and start working

Faster personalized support.

Combine all your customer knowledge in all interactions, getting valuable context for faster personalized support.

Features

Benefits

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