Reqister/Log in

NICE inContact from NICE

A cloud-based contact center platform that includes omnichannel communication capabilities and analytics to improve client interactions and service delivery.

Is this your product?

More about NICE

Product analysis by function

Communication Management Systems for Client Services

Tools for managing client communications across multiple channels (email, chat, phone), often with recording and archiving capabilities for compliance purposes.
More Communication Management Systems More Client Services ...

Channel Support and Integration
(9 Yes /9 Known /11 Possible features)

Compliance, Recording & Archiving
(10 Yes /10 Known /11 Possible features)

Performance and Scalability
(0 Yes /0 Known /10 Possible features)

Security
(0 Yes /0 Known /10 Possible features)

Agent Productivity and Workflow
(0 Yes /0 Known /10 Possible features)

Client Experience and Self-Service
(0 Yes /0 Known /10 Possible features)

Integration and API Ecosystem
(0 Yes /0 Known /10 Possible features)

Reporting and Analytics
(0 Yes /0 Known /10 Possible features)

Artificial Intelligence and Automation
(0 Yes /0 Known /10 Possible features)

Customization and Branding
(0 Yes /0 Known /10 Possible features)

Support & Vendor Management
(0 Yes /0 Known /10 Possible features)

Compare

Hard working Robot This data was generated by an AI system. Please check with the supplier. More here

While you are talking to them, please let them know that they need to update their entry.

Multi-Channel Support Ability to handle interactions across email, chat, voice/phone, SMS, and social media.		NICE inContact provides support for interactions across phone, email, chat, SMS, and social via omnichannel routing.
Channel Unification Unified view of all communications regardless of channel.		NICE inContact offers a unified agent interface where agents see all customer communications regardless of channel.
Channel Switching Ability to switch or escalate conversations between channels seamlessly.		The platform enables seamless switching and escalation between channels such as chat to voice.
APIs for Channel Integration Availability of APIs for custom integration with new channels.		NICE inContact provides open APIs for integrating additional communication channels and custom solutions.
Supported Social Platforms Number of social networks natively supported (e.g., Twitter, LinkedIn, Facebook).		No information available
Third-Party Integration Support for integrating third-party messaging and telephony solutions.		Supports integration with third-party messaging and telephony systems via marketplace and APIs.
Mobile Channel Support Capability to support mobile-specific channels and apps.		NICE inContact supports mobile-optimized agent and client experiences, and text-based channels like SMS and WhatsApp.
Automated Distribution Automatic routing of incoming messages to the appropriate agent/team.		Automatic routing to agents based on configurable rules is a core function.
Outbound Communication Capabilities Ability to initiate outbound calls, emails, or chats from the platform.		Platform supports initiation of outbound calls, emails, and campaigns.
Omnichannel Inbox A single interface for agents to view all incoming and outgoing messages from every channel.		Agents can work from a single unified inbox that displays activity across all channels.
Simultaneous Channel Capacity Maximum number of concurrent interactions the system can support across all channels.		No information available

Call Recording Automatic recording of voice interactions.		Call recording is available for compliance and quality assurance.
Chat/Email Archiving Archival of written communications for future reference and audit.		Provides archiving for chat and email for compliance and record-keeping.
Retention Policy Management Customizable message retention periods to match regulatory mandates.		Retention period policies are configurable to meet different regulatory requirements.
Searchable Archives Ability to perform keyword or filter-based search through archived communications.		Archived communications are searchable by keyword and filters.
Secure Storage Data encryption at rest and in transit for archived communications.		Communications are encrypted at rest and in transit per documentation.
Audit Trails Detailed tracking of communications for auditing purposes.		Provides comprehensive, tamper-proof audit trails.
Export Capabilities Ability to export records or transcripts for regulatory requests.		Data export capabilities available for voice, chat, and email records.
Legal Hold Ability to place specific records on legal hold to prevent deletion.		Legal hold functionalities are offered to prevent deletion of records per regulatory demand.
Data Purging Automation Automated deletion of records based on defined retention policies.		Automated data purging based on configurable policies is supported.
Compliance Certifications Certified compliance with relevant financial or data privacy regulations.		NICE inContact holds compliance certifications including PCI DSS, SOC 2, and more.
Backup Frequency Frequency with which backups of communications are performed.		No information available

Concurrent User Support Maximum number of users that can operate the system simultaneously.		No information available
Message Throughput Number of processed messages per second.		No information available
Recording Retention Capacity Total duration or count of recordings that can be stored.		No information available
Latency System response time for message delivery or retrieval.		No information available
Uptime Guarantee Vendor-promised service availability.		No information available
Auto Scaling Ability to automatically scale system resources based on demand.		No information available
Load Balancing Balancing of workloads across server resources to optimize performance.		No information available
Failover and Redundancy Automatic failover and redundancy configurations.		No information available
Disaster Recovery Comprehensive disaster recovery capabilities and tested plans.		No information available
Content Delivery Network (CDN) Use of a CDN for fast global access to stored content and messages.		No information available

End-to-End Encryption Encryption of data in transit and at rest from sender to receiver.		No information available
Multi-Factor Authentication MFA for agent and administrator access.		No information available
Role-Based Access Control Granular user permission management based on roles.		No information available
SOC 2/ISO 27001 Certification Industry-standard security certifications.		No information available
Single Sign-On (SSO) Ability to log in using a firm’s SSO infrastructure.		No information available
Intrusion Detection System (IDS) Monitoring for and alerting of suspicious or unauthorized activities.		No information available
Granular Audit Logs Detailed system activity logging for access and events.		No information available
Data Loss Prevention (DLP) Enforcement of policies to prevent unauthorized data sharing.		No information available
Automatic Session Timeout Automatic logout after a specified period of inactivity.		No information available
Custom Security Policies Ability to define firm-specific security policies.		No information available

Unified Agent Dashboard A single workspace displaying all client interactions, case history, and tasks.		No information available
Automated Task Assignment Automatic routing of cases or queries to the most appropriate agent/team.		No information available
Macros and Templates Pre-defined responses or templates for frequent client interactions.		No information available
CRM Integration Native or API-based integration with customer relationship management systems.		No information available
Case Management System for managing open/closed client requests and issues.		No information available
Internal Chat/Collaboration Channel for agents to communicate internally without leaving the platform.		No information available
Notifications and Alerts Real-time notifications for new messages or urgent action items.		No information available
Automated Follow-Up Automated reminders or follow-up tasks for pending topics.		No information available
Workflow Customization Ability to define and automate unique workflows or escalation processes.		No information available
Search and Filter Functions Fast, multi-parameter searching and filtering of communication records.		No information available

Client Portal Access Clients can log in to view past correspondence, statements, and open tickets.		No information available
Self-Service Knowledge Base A searchable database of FAQs and support articles.		No information available
Automated Chatbots Intelligent bots to answer common questions or route more complex inquiries.		No information available
Personalization Options Custom greetings, tailored content, and preferences for communication.		No information available
Secure Document Sharing Ability for clients to securely send/receive documents via the platform.		No information available
Response Time SLA Average response time guaranteed for client communications.		No information available
Real-Time Status Updates Clients receive real-time updates on the status of their inquiries.		No information available
Multilingual Support Support for multiple languages in interfaces and communications.		No information available
Accessibility Standards Compliance Adherence to accessibility standards such as WCAG/ADA.		No information available
Mobile Access for Clients Optimized mobile experience for client-side interaction.		No information available

Open APIs Availability of open APIs for integration with in-house or third-party applications.		No information available
Webhooks Support Ability to push real-time data and updates to other systems.		No information available
Pre-built Integrations Out-of-the-box connectors to popular CRM, ERP, and compliance platforms.		No information available
Event-Driven Architecture System supports event-driven integrations for real-time actions.		No information available
Data Import/Export Tools Built-in utilities for importing or exporting data in multiple formats.		No information available
Integration Documentation Quality Comprehensiveness and clarity of provided integration documentation.		No information available
Custom Scripting/Extensions Ability to add custom logic or workflows through scripting.		No information available
Authentication Protocol Support Support for OAuth2, SAML, and similar secure authentication frameworks.		No information available
Batch Processing Support for large-scale/batch data operations via API.		No information available
Integration Rate Limits Maximum API calls allowed per hour.		No information available

Real-Time Dashboards Live reporting on key communications metrics.		No information available
Custom Report Builder Creation of ad-hoc or scheduled custom reports.		No information available
Predefined Compliance Reports Standard reports for regulatory compliance.		No information available
Export to PDF/Excel Ability to export analytics and reports in common formats.		No information available
Agent Performance Metrics Measurement of agent-specific KPIs (response time, resolution rate).		No information available
Client Satisfaction Surveys Integrated collection and reporting of client satisfaction ratings.		No information available
Data Visualization Tools Built-in graphs, charts, and heatmaps for insights.		No information available
Scheduled Reporting Ability to set and automate report generation schedules.		No information available
Drill-Down Analytics Capability to drill down from summary to detailed records.		No information available
Historic Data Retention Number of months/years historical data is retained for analytics.		No information available

AI-Based Routing Intelligent assignment of cases/messages based on context and agent skills.		No information available
Automated Compliance Monitoring AI to identify and flag potential compliance violations in real time.		No information available
Speech-to-Text Transcription Automated transcription of voice calls for record-keeping and analysis.		No information available
Sentiment Analysis Analysis of client sentiment and escalation based on message content.		No information available
Auto-Categorization/Tagging Automated tagging of communications for classification and search.		No information available
Suggested Responses AI-driven recommended replies and next best actions for agents.		No information available
Fraud Detection Real-time AI screening for fraud or anomalous interactions.		No information available
Bulk Outbound Campaigns Automated bulk messaging for compliance or marketing (with permission).		No information available
Workflow Automation Automatic triggering of workflows from specific communication events.		No information available
Custom ML Model Integration Support for integrating custom machine learning models.		No information available

Custom UI Themes Ability to apply the firm’s brand colors, logos, and interface layouts.		No information available
Configurable Workflows Ability to customize workflows to internal processes.		No information available
Custom Notification Rules Define alert and notification logic to suit business needs.		No information available
Modular Feature Enablement Turn modules on/off as needed for specific user groups.		No information available
Custom Portal Domains Branded portal/domain for client-facing interfaces.		No information available
Localization Support Customize system language, time zone, and regional settings.		No information available
Personalized Reporting Dashboards Enable each user/role to have a custom analytics homepage.		No information available
UI Widgets/Extensions Support for custom UI widgets or plugin extensions.		No information available
White-labeling Options Remove vendor branding for full white-label deployment.		No information available
Custom Form Builders Drag-and-drop or API-based creation of custom data capture forms.		No information available

24/7 Support Availability Access to live support at all times.		No information available
Dedicated Account Manager Named support representative for each client.		No information available
Comprehensive Onboarding and Training Structured onboarding and training programs for firm users.		No information available
User Community/Forums Online user communities for knowledge sharing.		No information available
Service Level Agreement (SLA) Contractually defined levels of support and uptime.		No information available
Self-Service Documentation Extensive user manuals, FAQs, and troubleshooting guides.		No information available
Multi-Tier Support Plans Offering of basic, advanced, and premium support levels.		No information available
Customer Success Programs Proactive programs to drive adoption and best practices.		No information available
Regular Product Updates Frequent enhancements and bug fixes.		No information available
Third-Party Audit Reports Availability of security, compliance, or performance audit documentation.		No information available

NICE inContact from NICE

Product analysis by function

Communication Management Systems for Client Services

Channel Support and Integration (9 Yes /9 Known /11 Possible features)

Compliance, Recording & Archiving (10 Yes /10 Known /11 Possible features)

Performance and Scalability (0 Yes /0 Known /10 Possible features)

Security (0 Yes /0 Known /10 Possible features)

Agent Productivity and Workflow (0 Yes /0 Known /10 Possible features)

Client Experience and Self-Service (0 Yes /0 Known /10 Possible features)

Integration and API Ecosystem (0 Yes /0 Known /10 Possible features)

Reporting and Analytics (0 Yes /0 Known /10 Possible features)

Artificial Intelligence and Automation (0 Yes /0 Known /10 Possible features)

Customization and Branding (0 Yes /0 Known /10 Possible features)

Support & Vendor Management (0 Yes /0 Known /10 Possible features)