inContact

InContact is a cloud-based contact center software platform that enables organizations to manage customer interactions across voice, email, chat, and social channels. The platform provides routing and contact center operations through features such as automatic call distribution, interactive voice response, predictive dialing, workforce optimization, quality management, and analytics. It also offers CRM integrations and API access for custom workflows.

InContact was founded as an independent company offering SaaS contact center solutions. In 2012, NICE Systems (now NICE Ltd) acquired inContact for about $930 million, folding the product into NICE's cloud contact center portfolio. The combined offering was marketed as NICE inContact and later rebranded as CXone, representing NICE's cloud-native contact center platform.

CXone/NICE inContact provides omnichannel routing that directs customer interactions across channels based on business rules, agent availability, and historical data. It includes workforce management tools, speech and text analytics, quality management, and reporting. The platform supports cloud scalability for enterprise deployments and integrates with popular CRM systems such as Salesforce, Zendesk, and Microsoft Dynamics, as well as various telephony providers and data sources.

Today, inContact is commonly referenced as part of NICE CXone, the umbrella brand for NICE’s cloud contact center solutions. The legacy inContact technology continues to underpin features within CXone, serving customers worldwide with a cloud-based, multi-channel contact center solution.