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I USE INCONTACT TO MAKE AND RECEIVE CALLS
What do you like best about the product?
THE EASE OF TRANSFERRING CALLS. I CAN RECEIVE AND TRANSFER CALLS TO THE APPROPRIATE PERSON TO MAKE THE EXPERIENCE A SMOOTH ONE.
What do you dislike about the product?
ONE DOWNSIDE IS THAT WHEN I PLACE AN OUTGOING CALL IT COMES TO FUZE AS AN INCOMING CALL, SO I HAVE TO ANSWER IT TO PLACE AN OUTBOUND CALL
What problems is the product solving and how is that benefiting you?
IM SOLVING THE PROBLEM OF PEOPLE HAVING TO WAIT ON HOLD LONGER TO REACH SOMEONE, I CAN EASILY TRANSER TEM INSTEAD OF PUTTING THEM IN A HOLD QUEE
Very easy to use, user friendly and well structured
What do you like best about the product?
Very helpful when trading rotas and planning weeks
What do you dislike about the product?
Dislike the menu structure - often long to browse between menus
What problems is the product solving and how is that benefiting you?
Easy to solve rota issues, swap shifts, and plan weeks ahead
Easy to use
What do you like best about the product?
I believe that the best part of the system is the Easy to use interface. It makes navigating the phones a much less stressful task.
What do you dislike about the product?
I would say the aftercall time, but its nothing that cant be fixed by switching out of available when needed.
What problems is the product solving and how is that benefiting you?
none currently.
Recommendations to others considering the product:
Follow the training videos as it makes it so much easier to use. It doesnt take much to learn the system, but my best reccomendation would be to actually take your time to navigate the system so gain familiarality.
Seems to hardly ever have any issues and easy to sign into
What do you like best about the product?
How quickly I can get into the system and start with calls
What do you dislike about the product?
sometimes it has issues and gets frozen and I can not disposition and need to be kicked out
What problems is the product solving and how is that benefiting you?
It seems to be easy and rarely has issues which is a plus especially for at home teams
Recommendations to others considering the product:
Great system that is easy to learn and navigate.
NICE review for NICE CXone
What do you like best about the product?
The ease of being able to see the complete call queue and the ability to see call percentages and the status of colleagues
What do you dislike about the product?
Sometimes can be a little "wonky" It seems when there is a high call volume the system can have issues staying logged in
What problems is the product solving and how is that benefiting you?
The ability to see what staus co workers are in really helps with breaks and lunches to insure we have enough CSR's in available
Recommendations to others considering the product:
If your company has more than 25 users i strongly suggest NICE
Great system, only need little fine tune.
What do you like best about the product?
The NICE System allows users to communicate with each other effectively in an instant. Supervisors can instantly monitor who is available to receive phone calls. Staff can receive calls from outside as well as locating their coworkers internally. Also, I really like the reporting system Nice provided for my work. I need to check other staffs' working hours, the report has provided me a nice summary.
What do you dislike about the product?
Sometimes the login seems to have issues and we have reported in numerous occactions where staffs failed to login or once they log out, they cannot log back in. Also when you log out, you need to log out from both the Max Agent and from the NICE system. You cannot just close the browser. Why not design it so that you can just close it or just log out from one place only?
When you receive calls (after connected to your cellphone), you need to click on the NICE System to receive call AND to click receive call from your cellphone to receive the call. This really delays the call being received. Instead of having to clikc receive on both devices, I believe one should be sufficient.
When you receive calls (after connected to your cellphone), you need to click on the NICE System to receive call AND to click receive call from your cellphone to receive the call. This really delays the call being received. Instead of having to clikc receive on both devices, I believe one should be sufficient.
What problems is the product solving and how is that benefiting you?
I do not have any problems solving with NICE. There are things I dislike (mentioned above), but overall, there is no problem.
I realized that Nice has given me benefits such as saving time to communicate with others, it gives me access to see reports that I need for my work, etc. It is an excellent communication platform with others.
I realized that Nice has given me benefits such as saving time to communicate with others, it gives me access to see reports that I need for my work, etc. It is an excellent communication platform with others.
Recommendations to others considering the product:
I recommend new users to utilize each function from Nice fully. It will surely make your job easier.
INCONTACT HAS BEEN USEFUL ON THE COMPUTER SINCE WORKING FROM HOME
What do you like best about the product?
How simple of a product it is to use; very user friendly.
What do you dislike about the product?
Sometimes when I use the system it glitches.
What problems is the product solving and how is that benefiting you?
I am a customer service rep. It helps me manage and contact customers.
Review on NICE inContact
What do you like best about the product?
I really like the Automated email feature which enables self service. Also the call routing functions along with the workforce optimization tools like workforce management, e-learning and hiring. It is the best contact centre software for the agents along with the managements.
What do you dislike about the product?
It would be great if they add more display customization and color options. Caller ID with the First and Last name of the caller on inbound calls would be helpful. Saving personal or custom configurations should have a more accessible GUI. Escalating to the correct resource in customer support can sometimes take longer than needed. The system doesn't always immediately connect after a disconnect.
What problems is the product solving and how is that benefiting you?
It's easy to dial and manage calls. Hold, transfers and conferences are elementary and simple and straightforward.
Everything in the software is easy to find, and the interface makes everything clear and easy to see.
Lower average handle time (AHT).
Lower Attrition rates of the agent.
It increases the agent's likelihood to recommend.
Everything in the software is easy to find, and the interface makes everything clear and easy to see.
Lower average handle time (AHT).
Lower Attrition rates of the agent.
It increases the agent's likelihood to recommend.
If you want a system that just works, this is it.
What do you like best about the product?
It loads very quickly, I mean I log in, click open and within 30 seconds I am up and running. There's no need to make sure you are logging in 10 minutes before your shift to make sure the phone works, it just works! I believe because it is browser-based that interfaces with an app on my machine, it works really well. The app is already there on my laptop ready to go when I log in, but it doesn't do anything until I get the browser page to interface with it. I don't need to remember to close/open certain applications if I am on the phones or not, it's just nice and simple.
What do you dislike about the product?
I don't think this is a functionality of the system itself, but more of a limitation of any browser-based system. But if I go away from my desk for longer than 45 minutes (lunch for example), the page may be frozen or crashed when I get back. Overall it's not an issue as I have said previously, it only takes a few seconds to start it up!
What problems is the product solving and how is that benefiting you?
In our industry, we have a significant amount of customers and different inbound phone lines. Max and nice make it easy for me to manage all the different inbound phone lines I am assigned to. It also has great reporting tools built in so I can keep track of my own stats as often as I like.
Review of NIC inContact
What do you like best about the product?
View on the NIC incontact is easy to use
What do you dislike about the product?
The data downloads reports take lot of time to download
What problems is the product solving and how is that benefiting you?
Its helping us to make our WFH better and data accuracy.
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