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inContact Technical Account Managers - MAKE ALL THE DIFFERENCE
What do you like best about the product?
Love the one on one interaction and service we receive from our Technical Account Manager (TAM).
What do you dislike about the product?
There was a time we did not have a TAM, the engagement was as a result managed by our Sales Rep (which wasn't ideal). At the recommendation of our Sales Rep we upgraded to a TAM - now super happy!
What problems is the product solving and how is that benefiting you?
We are solving customer experience issues.
Recommendations to others considering the product:
Sign up for a TAM, do not go the road without one. They will help ensure you make the most of your engagement.
inContact has made administering our contact center better
What do you like best about the product?
I have found that Nice inContact has a solution for everything you need in your contact center. From IVR, to SMS, to Quality Analytics to reporting to Surveys.
What do you dislike about the product?
I wish Nice inContact had more options for indepth training on their Studio Application.
What problems is the product solving and how is that benefiting you?
Nice inContact has helped us to quickly create IVR's through a graphical interface. They have also helped us to reach our clientele quicker and with less resources.
Manager of Client Delivery
What do you like best about the product?
The ease of being able to see call flows as they occur. We enjoy being able to have real time data and recordings that we can access and download.
What do you dislike about the product?
Our cluster has been very unreliable. I'd like to see chat transcripts and be able to have secure chats. We would like agents to be able to take contacts across different channels (chat, email, voice) and have them queue up in a single channel
What problems is the product solving and how is that benefiting you?
View into active calls. Being able to hear calls as they occur. We can do faster QA and have managers handle coaching on difficult calls.
Recommendations to others considering the product:
Using a third party implementer was a difficult process. Training an internal team member is best.
NICE inContact review overview
What do you like best about the product?
Cloud based solution powered by top-shelf applications like Studio.
What do you dislike about the product?
Behind 5 months on delivering a Level 1 AOC to your PCI compliant customers.
What problems is the product solving and how is that benefiting you?
A much better solution for creating workflows and scripting in general. If you can imagine something, you can build it.
Recommendations to others considering the product:
A solid product with overworked TAMs, and a Support team with growing pains.
One of the best call center apps.
What do you like best about the product?
It can be fine-tuned to suit almost everyone's needs.
Offers a wide variety of countries to get DIDs from.
Offers a wide variety of countries to get DIDs from.
What do you dislike about the product?
It's quite complex for administrators who have no previous knowledge of working with Call Center applications.
What problems is the product solving and how is that benefiting you?
Call routing depending on skill sets or group membership.
Mapping DIDs from different countries to our main phone lines.
Mapping DIDs from different countries to our main phone lines.
NICE inContact has done wonders for our call center!
What do you like best about the product?
InView is one of the most handy products that directly effects everyone in the call center. Agents and supervisors love being able to see all of their metrics at a glance and it has saved my support team a ton of time when it comes to running reports and calculating agent metrics.
What do you dislike about the product?
I wish that all of the products that we use from NICE inContact were more easily integrated or had a single point of entry. It is a bit cumbersome to have separate usernames and passwords and points of entrance for each product.
What problems is the product solving and how is that benefiting you?
We have increased agent efficiency by using inContact to deliver all of the pending work items based on priority rather than manually assigning agents to work specific queues based on need. Agents no longer are waiting for phone calls because they get work items delivered to them if there are no calls and get calls delivered once they finish their work items.
Recommendations to others considering the product:
NICE inContact has many products that help make a call center run much more smoothly. I would recommend IEX, InView, and the ACD to any call center.
Custom build for a dental company call center
What do you like best about the product?
We're currently looking forward to using the auto dialer and text message feature.
What do you dislike about the product?
Unfortunately some of our wish list items could not be implemented into the contact solution.
What problems is the product solving and how is that benefiting you?
Our goal was to solve and build a contact solution that would standardize our call center process.
Recommendations to others considering the product:
I would recommend reviewing every feature you want and ensure their able to implement it. The features are great, but it needs to align with your company goals. Unfortunately some of the features we really wanted couldn't be done.
Overall Great
What do you like best about the product?
I like the flexibility of InContact and the ability to grow, we are a company of 80 but we are growing monthly.
What do you dislike about the product?
It can be a little complex when it comes to the IVR the first part is easy but then you get lost in all the logic and how to do call backs.
What problems is the product solving and how is that benefiting you?
Inbound calls center, segmentation of clients.
Call Center software
What do you like best about the product?
We tried other software previously and they did not come with the functionality that InContact has.
Some features that we use and rated high on our requirement list:
Recording Calls - we use this functionality all the time for guest complaints, disputes and for training our agents
Masking Credit Cards - due to PCI Compliance we must mask the guest card number for sales
Ease of use: very easy and intuitive for new agents
Support: Garland, our rep, is readily available for all questions
Call Back option: This was a huge benefit for us. No longer having guests on hold - it saves their place and auto-dials the guest back
I could keep going in the benefits and have zero regrets with InContact
Some features that we use and rated high on our requirement list:
Recording Calls - we use this functionality all the time for guest complaints, disputes and for training our agents
Masking Credit Cards - due to PCI Compliance we must mask the guest card number for sales
Ease of use: very easy and intuitive for new agents
Support: Garland, our rep, is readily available for all questions
Call Back option: This was a huge benefit for us. No longer having guests on hold - it saves their place and auto-dials the guest back
I could keep going in the benefits and have zero regrets with InContact
What do you dislike about the product?
It’s difficult but not impossible to have agents roam from desk to desk.
What problems is the product solving and how is that benefiting you?
Recorded calls for guest complaints
Better reporting tools/very easy to track year to year!
Viewing the number of guests in queue
Better reporting tools/very easy to track year to year!
Viewing the number of guests in queue
Recommendations to others considering the product:
I would document User Requirements and compare with IC
I also recommend using services to implement IC
I also recommend using services to implement IC
My Experience with inContact
What do you like best about the product?
inContact is very convenient. It makes making and receiving calls, as well as emails super easy. The system is very adaptable and works well in my company's environment. The dashboards are extremely helpful as well. It gives us so much visibility on calls coming in, who's available to take a call, who's on a call, hold times, etc.
What do you dislike about the product?
Sometimes inContact has server issues, where the system may go down and our calls won't come through. Of course this is an impact to the business and our productivity.
What problems is the product solving and how is that benefiting you?
InContact has been essential in routing calls and tracking contacts. It gives us so much visibility of the calls coming in, how long someone has been holding, who the call is being routed to, etc.
Recommendations to others considering the product:
inContact is a great tool! Especially if you have a larger team. The benefits are endless.
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