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What do you like best about the product?
The ability to record calls for both inbound and outbound calls is very helpful.
What do you dislike about the product?
The platform is not user friendly. The SalesForce Agent console is too small and cumbersome to use. The reporting is horrible - depending on what report you run, you'll get different results. This is not related to delays in updating the data. There are too many variables for creating reports, making it unnecessarily complicated. The platform is very unstable and the support from inContact is unacceptable.
What problems is the product solving and how is that benefiting you?
No benefits have been realized for the reasons described above.
Efficient product
What do you like best about the product?
The different tools that are available. The functionality
What do you dislike about the product?
The limited ability to interface with other products
What problems is the product solving and how is that benefiting you?
The webstation product and the inability to leverage all tools
very flexible and self explanatory tool
What do you like best about the product?
Everything is web-based and self-explanatory. Very good knowledge base as well, with extensive and well-disigned content.
What do you dislike about the product?
In a global team with business units (Campaigns) set up in different time zone and by people in different time zones, reporting and adjusting holiday half-day opening hours becomes a challenge. I had a Campaign created by someone in the US for Germany, and when I changed the opening hours and added holidays, all looked fine in Central, including the message at the top of the page saying "Based on your Normal Hours of Operation, you are OPEN.", but in reality lines were closed. Also, some of the Prebuilt reports do not seem to be designed by someone who uses such reports for work each day. Customizing reports are unfortunately not self-explanatory, as there are way too many similar parameters, and again, it is very tricky to create reports you might be used to as a call centre manager.
What problems is the product solving and how is that benefiting you?
On a daily basis, I'm able to easily reassign skills to different agent-based on volumes and actual staff logged in. Functionalities like voice-mail and call back are great, and overall the tool is self-explanatory. Also love the Chat support I get from the NICE support team. Always get to a solution in an acceptable time, knowledgable and very polite staff.
Recommendations to others considering the product:
I can only recommend NICE InContact, as I've used different tools over 14 years in call centre management, and InContact is by far the most flexible and well supported.
A better solution for call centers
What do you like best about the product?
Create your teams, assign their skills and within minutes they will be able to start taking calls.
What do you dislike about the product?
I wish there were better training available on how to do scripting on the backend.
What problems is the product solving and how is that benefiting you?
Round robin call routing made easy! Targeted call routing made easy as well! Great products. Great support.
Highly custom solution
What do you like best about the product?
A great variety of customization - reports, studio to name a few. Able to tie in with just about any application that has API. Reliable uptime.
What do you dislike about the product?
Tier 1 customer support is hit or miss. Account TAM may not be anywhere near your timezone which makes scheduling meetings difficult. Studio can be overwhelming if you're not familiar with programming and orchestration.
What problems is the product solving and how is that benefiting you?
inContact has allowed us to completely customize the end user experience. We have tied in the workflow with some of our custom applications that allow the caller to retrieve data without the need to speak to an agent.
Recommendations to others considering the product:
Also do a PoC. Compare other vendors such as Talkdesk, Five 9's, etc
A useful tool to manage a contact center
What do you like best about the product?
There's a large variety of reports which can be run to view any possible statistics needed for the call center which really helps pin down trends.
What do you dislike about the product?
Technical support help can be tricky and sometimes problems aren't addressed very quickly.
What problems is the product solving and how is that benefiting you?
Taking a closer look at service level and abandonment rate to get a sense of the right staffing levels.
Simple but unreliable
What do you like best about the product?
The simplicity of building anything is nice. Plenty of options to build whatever you want.
What do you dislike about the product?
Many features simply do not work. Many of the reports are broken, such as IVR press path, many functions within studio have no documentation to them unless you check the DEV site, and the Central website often runs very slow regardless of internet speed or processing power.
What problems is the product solving and how is that benefiting you?
We are able to do much more in depth routing to handle very specific situations and integrating with other cloud platforms.
Recommendations to others considering the product:
Very easy to set up, support isn't always the best, but you can do a lot with it.
Using their software has made managing the 211 call center easier.
What do you like best about the product?
The reportng is a breeze to use. Makes managing staff a lot simpler.
What do you dislike about the product?
The speed of internet that is required to use certain applications, we are a rural county and sometimes the internet is not the best, being unable to access certain applications functions can be frustrating at times but NICE inContact is always quick to respond and try and fix things ASAP.
What problems is the product solving and how is that benefiting you?
As the supervisor of the 211 Call Center the interface allows me to manage staff easily, see who is logged in and ready to work as well as how long a team member has been on a call or not ready. All while I take calls or handle the behind the scene work.
Very great product
What do you like best about the product?
Easy to use interface and great customer service.
What do you dislike about the product?
Loading of website is very slow for me, not sure why.
What problems is the product solving and how is that benefiting you?
Easier to make/take calls, manage agents and overall satisfaction of our team
Recommendations to others considering the product:
Great tool for call center experinces
Really Good.
What do you like best about the product?
Managing the platform is very user friendly.
What do you dislike about the product?
Events / outages are what I don't like because this is mission critical.
What problems is the product solving and how is that benefiting you?
Customer service is enhanced by NICE. NICE has streamlined our services.
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