Keymetric is a call tracking solution built around call analytics, unlimited source and keyword call tracking.
$19
per month
NICE Engage Platform
Score 4.6 out of 10
N/A
The NICE Engage Platform is a call recording and compliance platform, providing holistic real-time monitoring, and long time storage for recorded conversations.
N/A
Pricing
KeyMetric
NICE Engage Platform
Editions & Modules
Local - Lite
$19
per month
Local - Plus
$29
per month
Toll Free - Lite
$29
per month
Toll Free - Plus
$49
per month
Local - Premium
$55
per month
Toll Free - Premium
$89
per month
No answers on this topic
Offerings
Pricing Offerings
KeyMetric
NICE Engage Platform
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
For customers in countries outside of North America, pricing varies based on your location and whether you are looking for toll-free or local phone numbers.
I can only speak to our situation, where we use KeyMetric to track inbound calls for our online services, marketing and sales engagements and calls forward to multiple locations and agents across the country. As a smaller business, KeyMetric was easy to setup up, easy to purchase phone numbers, and all the features were automatically initiated immediately once we setup our account. I think their amazing customer support and service make it ideal for any business.
If you need a customer communication tool that has almost all the functionality out of the box this program is for you. However now that other services have more AI capability we are changing to a new service that will reduce the workload on our agents and allow us to automate many customer interactions. The pricing of another service is also more varied based on usage and our current inflow is lower than before so our cost should drop with that decreased communication
Ever since we have had NICE Engage Platform we have had issues with the program auto refusing calls and texts for our agents which luckily just routes to the next agent but this is hurting their call metrics.
The cost is more expensive that some comparable options
Texting functionality is somewhat limited and seeing the text history is also lacking.
The tools for managers are very straightforward but the useability for the agents could be simplified or put into more common terms. Some of the setting phrases could use some explanations or reorganization. There is also little troubleshooting ability we can do when and agents has an issue besides force logging them out and having them log back in
NICE Engage Platform has way more functionality than Simpletext and it allowed us to have calls and texts handled by one system rather than having to use two separate tools. NICE Engage Platform also allowed us to launch web chat functionality for those visiting our website. There was also no way with Simpletext to see what agent was responding to each text. It was a freeforall in the inbox. No integration into our CRM either.
