NICE inContact

About NICE inContact

The NICE inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the NICE inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see NICE inContact’s cloud contact center solutions.

About NICE inContact

NICE inContact CXone Omnichannel Routing is a contact routing and interaction management suite that empowers your agents to positively and productively interact with customers in any channel. Gain business flexibility by quickly deploying agents anytime, anywhere for maximum operational flexibility, and by implementing routing and interactive voice response changes in hours.

  • ACD
    • Multiple Skill Groups Supported
    • Supervisors Can Log Out Agents Remotely
    • Listen and Monitor Agent Conversations
    • Multiple Announcements and Music Treatment Provided
    • Skill Based Routing
    • Supervisor Can Change Skill Groups
  • Dialer
    • Outbound Dialer
    • Predictive Dialer
    • Answering machine detection
    • Proactive outbound
    • Call Compliance US
    • Outbound Multi Channel Engagement
  • IVR
    • Accurate prediction of expected wait time in queue
    • Natural languge speech recognition?
    • IVR and Channel Testing
    • Load Testing
  • Intelligent Virtual Agent (IVA) assistance
    • Automatic Callback
    • Visual IVR
    • Customer Preference And Behavior Based Menus
    • Speech Recognition
    • Text-to-speech (TTS)
    • Speaker Verification
    • Seamless Transfer of customer information from self-service to agent
    • Universal Queueing
    • Real Time Reporting
  • Virtual CallBack
    • Multi Channel Virtual Callback
  • Social Media
    • Social Media Monitoring
  • Multi-channel - Omni Channel
    • Unified contact channels
    • Unified blending
    • Unified Administration
    • Unified Routing
    • Unified Reporting
    • Unified Comminications
  • PBX
    • IP PBX
    • VoIP Phone System
  • WEB Capability
    • Web Chat Capability
    • Web Co-browsing/screen sharing
    • Web Virtual Assistance
    • Web Click-to-Call
    • Web Self - Service
    • Web Callback
    • WebRTC
  • Voice of the Customer
    • Social Media Monitoring
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Web interface
    • Schedule for call recording
    • Playback for any LAN/WAN workstation
    • Speech Analytics
    • Analytics based on keywords or phrases
    • Screen Playback synchronized with audio
    • Instantaneous call retrieval
    • Flexible rules editor
    • VoiP recording
    • Voice and screen saved in standard file formats
    • Calls automatically routed to evaluators
    • Search for call on Ad hoc basis
    • Efficiency in filling out forms
    • Integrated Reporting
    • Multi-site Recording
    • Screen Recording
    • Virtual Contact Center Recording
    • Open Source Recording
    • Compliance monitoring
  • Language Capabilities
    • Multi Language Capabilities
    • Multi Language Machine Translation
    • Multi-Language Translation Services
    • Multi Lingual text analysis
  • BPO
    • Inbound
    • Outbound
    • Blended
    • BPO Chat
    • BPO Email
    • BPO Social
    • BPO Onshore
    • BPO Offshore
    • Virtual agent recruitment/staffing
  • Other
    • Sales force automation
    • Telecom Billing
    • Customer Support Ticket Management
    • Knowledge Management
    • Help Desk Software B-B
    • Headsets
    • Toll Free Numbers
  • Number of Agents
    • 1 - 50 Agents
    • 51 - 150 Agents
    • 151 - 250 Agents
    • 251 - 500 Agents
    • 501 - 1000 Agents
    • Over 1000 Agents
  • Integration
    • Systems Integration
    • CRM Integration
    • Salesforce Integration
    • Microsoft Integration
    • SugarCRM Integration
    • Front and Back Office Integration
    • Other Consulting Services
    • Data Recovery Services

Directory Categories

  • ACD - Automatic Call Distributor Systems - Call Routing Software
  • Predictive Analytics - Speech Predictive Analytics Software
  • Multichannel - OmniChannel Call Center Software
  • CIM and Customer Care Resources
  • Performance Management
  • Call Center eLearning
  • Call Center Workforce Management
  • Contact Center Customer Self-Help Software
  • Contact Center Monitoring, Recording and QA
  • Customer Experience Feedback and Analysis
  • IVR Software Technology
  • Call Center Predictive Dialer Software
  • Social Media - Social CRM
  • Service Agencies-BPO
  • Language Services and Language Interpretation
  • Knowledge Management Software