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Not bad
What do you like best about the product?
Usually it works fine, I don't have many issues with the functionality itself. Call quality is fine and no disconnects that I have found.
What do you dislike about the product?
Not sure if this is just InContact, but I have to use both the web client and the phone program in tandem. In addition, I cannot make an outbound call without it ringing in to my system first. Also, the web version disconnects in the background occasionally
What problems is the product solving and how is that benefiting you?
Technical support.
Recommendations to others considering the product:
None
Best and easiest way to communicate using the Web
What do you like best about the product?
Nice InContact offers a great product for VoIP telecommunications through WebRTC platforms and soft phones. Very reliable, great support and immediate reaction to issues. Proactive updates and enhancements, too. Programmable dialers and scripts make this product a great asset.
What do you dislike about the product?
Sometimes changes will break the service while on production hours. Although they're quick to fix, this interruptions are somewhat annoying. Other than that, everything works fine.
What problems is the product solving and how is that benefiting you?
NICE InContact solves our communication needs for our Call Center. Keeps our Agents and clients connected.
Recommendations to others considering the product:
This is the best bang for your buck.
Great product with easy implementation
What do you like best about the product?
Great implementation team to make migration a breeze
What do you dislike about the product?
Only supported on Chrome Browser, this is a problem for managing another piece of software. We hope they support MS Edge soon.
What problems is the product solving and how is that benefiting you?
App Consolidation, all our tools are in one place.
Recommendations to others considering the product:
Use your implementation team
It's alright. Some products are a bit robust and could use improvement
What do you like best about the product?
UI of Central and MAX agent are a definite plus. It is rather reliable as well.
What do you dislike about the product?
Engage UI. Not as sleek and user friendly as the rest of the program.
What problems is the product solving and how is that benefiting you?
Our main software for calling in our call center. Absolutely critical.
Recommendations to others considering the product:
None
My InContact Experience
What do you like best about the product?
Account manager, Ericka Madden has been amazing over the last 2 years to make sure our needs are addressed
What do you dislike about the product?
It is quite obvious that the platform was designed for a small organization, scaling to a multinational company has not been succesful
What problems is the product solving and how is that benefiting you?
Centralized metrics, not much more.
inContact Experience
What do you like best about the product?
Love that it helps us with our staffing, scheduling and chats. Not to mention the aspect of getting all of the data and anaylytics.
What do you dislike about the product?
Cx One times us out when we're in, so we have to keep signing in. Believe it or not, would love a few different specific reporting tools.
What problems is the product solving and how is that benefiting you?
We solved alot of our staffing and scheudling needs. Now, reps are able to see their own schedule, etc. which helps us lead them to self-serve
NICE inContact have a great platform that provide solid service and good customer service
What do you like best about the product?
The system is dependable and reliable. You can load as much or little as you would like
What do you dislike about the product?
The communication when new upgrades are rolled out.
What problems is the product solving and how is that benefiting you?
We're able to load and call our customer base without having to do things manually.
Implementing CXOne
What do you like best about the product?
Implementing CXOne was a large task, but the implementation team was good at walking us thru every step from requirements to go live.
What do you dislike about the product?
With the multiple types of products, it can be difficult navigating to multiple programs, sites, logins, etc.
Not capturing every scenario while gathering requirements could become an issue down the line. Implementation Management is quite stringent on the signed document and if something comes up during testing that was not a requirement, you may not have that as a part of your build until after go live of the product. Take your time with requirements gathering
Not capturing every scenario while gathering requirements could become an issue down the line. Implementation Management is quite stringent on the signed document and if something comes up during testing that was not a requirement, you may not have that as a part of your build until after go live of the product. Take your time with requirements gathering
What problems is the product solving and how is that benefiting you?
Integrating multiple vendors into one. We previously had so many programs that couldn't integrate together. We also are looking at lowing our AHT by using these tools
Recommendations to others considering the product:
Ensure you have stakeholders from every department, and ensure your IT/Telephony team is engaged thru the entire process
A great, flexible solution to launch a call center.
What do you like best about the product?
We found NICE inContact when researching solutions for our contact center. We liked open open their solution was and allowed us to build in much of our business logic with minimal effort.
What do you dislike about the product?
Technical support could have more skilled agents that respond in a more timely manner.
What problems is the product solving and how is that benefiting you?
Although there are some problems, the benefits easily outweigh them. Their APIs are great for porting functionality into our own systems and customizing reporting.
NICE service
What do you like best about the product?
Simplicity of programs. Set it up and it works. Monitor the agents through reports and pie charts for productivity. Get as much reports in place at set up for monitoring. Pie charts are helpful. Sign up to monitor phone calls. It is a good way to hear conversations and help work with agents skill set.
What do you dislike about the product?
Robo calls that come randomly. Waste of my agents time and waste of productivity. Contact when I need help with service. It seems like I have too many hurdles to go through. I don't like waiting for help with return calls. Going through an agent to get help
What problems is the product solving and how is that benefiting you?
Ease of phone statistics and reports to monitor statistics of department and the productivity of the department. Increased call service by each agent. Ease of returning calls. Service is rarely down. If do
Recommendations to others considering the product:
Set up it from start with all aspects of business monitoring. Utilize reports to monitor activity of the agents taking the calls. Set up productivity charts. Make sure you have a solution for robo calls and fake calls.
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