NICE CXone Mpower
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How I Like inContact
What do you like best about the product?
inContract has been working pretty well. We are a Service Desk that provides support through calls and inContact keeps us up and running. It has proven to be reliable for call routing for the most part.
What do you dislike about the product?
Sometimes the inContact servers go down and calls are not routed properly and are instantly refused if an analyst attempts to anser. However, these issues are rare and usually pretty quickly resolved.
What problems is the product solving and how is that benefiting you?
We are able to service our users thanks to inContact's call routing. It allows us to see how a long a user has been waiting and what type of call is coming in. It has given us more visibility into the calls we take.
Recommendations to others considering the product:
inContact is a great tool, especially for larger organizations that have a higher call volume.
Good for customer
What do you like best about the product?
The control of calls, agent interactions, reports customized.
What do you dislike about the product?
The dashboard because it is very confuse to present in Explorer.
What problems is the product solving and how is that benefiting you?
Reports customized
It's been a great experience so far!
What do you like best about the product?
I love the responsiveness of inContact Support, as well as the reporting tools that inContact offers. Furthermore, it's been incredibly stable for us and we've had minimal downtime.
What do you dislike about the product?
It would be nice to be able to pull up the Agent Zoom for an agent if they aren't currently logged in. Offer that kind of reporting somewhere else (I haven't been able to find it). It's useful to see that detailed breakdown.
Also, when a call is queued, the "Inqueue" time will get reset after about 2m40s. It'd be nice if that just consistently counted up.
Also, when a call is queued, the "Inqueue" time will get reset after about 2m40s. It'd be nice if that just consistently counted up.
What problems is the product solving and how is that benefiting you?
We're addressing our customer's issues quickly, and we're able to adapt to the changes in volume throughout the day.
NICE inContact Review
What do you like best about the product?
They are extremely transparent. You are never left in the dark if the company is experiencing an technical difficulties.
What do you dislike about the product?
The UI can be slow, and retrieving data can be painful at times.
What problems is the product solving and how is that benefiting you?
They are an excellent company to choose if need to run a call center.
Great product-Tech support could use some work
What do you like best about the product?
The InContact platform is extremely user friendly when it comes to maintaining the system and adding users. I have been really happy with the ease of learning and the training materials available.
What do you dislike about the product?
The tech support is spotty and is sometimes very slow to respond to issues. I feel like they don't completely understand when InContact is being used in a primarily for inbound calls how to help us
What problems is the product solving and how is that benefiting you?
We are able to better manage call flow on a line that is seasonal and very busy with the call back feature that allows callers to call and put themselves in the queue and get an estimate of how long it will be for us to call them back
Recommendations to others considering the product:
Make sure you understand all of the costs involved in the billing and how they work--we were shocked by our first billing cycle
Nice inContact
What do you like best about the product?
Using inContact has allowed us to have screen pops to dedicated protocols for each client. Makes life easier for the agent taking the call.
What do you dislike about the product?
We have had a lot of issues with the MAX agent. Functionality is different and does not include a lot of things that the thin agent did. There have been some improvements but i have had to spent a lot of extra time working with technical support to troubleshoot issues etc.
What problems is the product solving and how is that benefiting you?
The max agent does not ring like a regular phone. The headset answer options do not work and having to actually press the accept button on the agent takes longer. We had several issues with being able to add multiple calls into a conference call which took weeks to resolve. We see more dropped calls and lag issues with this agent than we ever did in the thin agent. The agent box itself changes sizes and is not able to be customized plus it takes up more space. Lots of things with MAX have not gone well.
sometimes it take a while
What do you like best about the product?
they pickup and ticket right away and when there is an outage they send updates
What do you dislike about the product?
sometimes with custom stuff it tends to drag on
What problems is the product solving and how is that benefiting you?
N/A
Recommendations to others considering the product:
N/A
Works well, needs better support
What do you like best about the product?
The interface, easy to look at and good widgets
What do you dislike about the product?
Lots of issues with our Salesforce integration.
What problems is the product solving and how is that benefiting you?
We are able to see our call queues by casting to a large tv in each office.
inContact offers a lot
What do you like best about the product?
inContact offers so many different tools that you can use depending on your needs. The reporting is very helpful and easy to use. I love that you can have those reports emailed to you on a certain cadence and don't have to worry about logging in and running it. WFI is also very helpful to act on certain andons instead of having to log in and make specific changes on the fly.
What do you dislike about the product?
It's a little daunting to understand all the tools offered and what you need to use. Depending on how you're using it you will also need to use it differently and potentially pay more to get reporting that you need for your business. At times it's hard to get proper support as well.
What problems is the product solving and how is that benefiting you?
I like that inContact offers a chat feature so we can use an existing tool vs having to find a new one all together.
Great Technical Support
What do you like best about the product?
The recent updates to the Central UI has been great. Reporting is very intuitive and technical support has been excellent.
What do you dislike about the product?
The UI for the Studio application is a bit lacking and this could be an area of focus to make it more user friendly for some of the backend administration tasks.
What problems is the product solving and how is that benefiting you?
A stable and relatively low touch contact support center solution that has made my job as an administrator easier with limited issues.
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