NiCE Salesforce Agent - CTI / IVR / ACD / Dialer / Contact Center

A tool to Streamline Workflows

This app allowed our Transportation division to consolidate many separate workflow processed into one unified customer and agent experience using only 2 vendors.

Good BYOT solution but needs better documentation

The out of the box install works great but as soon as you want to customize queries or develop deeper integration between the IVR or Dialer and Salesforce, you'll have to work with NICE Expert Services. Documentation is severely lacking for even simple customizations beyond Out of Box switches and toggles.

3 Weeks And We Cannot Get it to work

We have been struggling for 3 weeks to get this to work with no success. We are able to login to the Salesforce Agent Settings app, but the Softphone does not launch. After spinning for a long time, it comes back with an error "Get Call Center Setting Failed". The authenticate2 Visualforce page appears to be the issue, but we cannot debug, as even when it fails, the Salesforce debug logs show success. Unable to reach someone familiar with the setup process

There are better CTI solutions on the market

We were helping one of our clients with the CTI solution built on InContact, and it was a nightmare to get it properly working. The synchronization between the CTI and Omni-Channel was causing some random issues, and there wasn't an option to set up bidirectional sync. The support wasn't able to solve these problems, and the documentation doesn't thoroughly cover important aspects of the plugin configuration in Salesforce.

Fall '20 Update

Trying to install the new Fall '20 in our sandbox but fails upon upgrade. Error message says "(Ring1mp3) You do not have the level of access necessary to perform the operation you requested. Please contact the owner of the record or your administrator if access is necessary". Not entirely sure what this means?

Great Salesforce CTI Integration

I have worked with other integrations (Vonage and Serenova) and rate this integration as highly as I would either of those. The integration is really well thought out and I love how WFM is integrated via Visualforce to enable agents to remain in one screen.

Great Improvement

I have been using Incontact since 4 years. It has improved a lot in terms of UI and became so much user friendly. Its integration with Salesforce is even more better as it has made our day to day work, more easy and seamless. Looking for more user friendly in mobile as well.

One of the best tools I've ever worked on

I've been using In-contact/Salesforce for more than 3 years now and I hardly remember encountering a problem with it or reporting about it to my manager. I definitely like the inbuilt features like queues management, call transfer, and user status. I'd love to recommend this tool to other organizations.

INcontact

It is quick and loads without any hassle

Thank you!

Nice Incontact is one of the crucial tools helping us run our business smoothly in spite of the lockdown/ work from home situation, thanks to your team! The reports need to be more user friendly hence the 4 and not 5.