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A Great Platform with Powerful Tools
What do you like best about the product?
NICE inContact has taken a lot of the live data displayed on monitors throughout our contact centers, combined it with a wealth of additional metrics, and placed it on the dashboards of our agents, Resource Management, Quality teams, and more. The customizations available suit a variety of needs and really help our organization and individuals in gauging how projections and forecasting are playing out.
What do you dislike about the product?
The lack of suggestions on the types of customer reports within the NICE inContact tool itself. I often rely on prebuilt reports and do appreciate the options available for custom reporting, but something to help "jump start" what is available would be great.
What problems is the product solving and how is that benefiting you?
Agent management that aids in NICE Engage administration, live call stats that reveal where analytics efforts should be focused, and having an additional location for Contact History data and recording retrieval.
Solid Product
What do you like best about the product?
The reporting is good, the ease of use is great.Very little downtime. Agent interface is intuitive and easy to use. This software has greatly improved our productivity and workflow.
What do you dislike about the product?
The customer service usually is not good. More complex issues incur additional charges to resolve. We do not have a dedicated account representative.
What problems is the product solving and how is that benefiting you?
We created a contact center from the ground up. We started handling direct inbound calls rather than outbound. It has greatly improved our productivity. We can now provide better service to our clients/customers. It has allowed us to branch out into other areas of business.
Recommendations to others considering the product:
At first we were hesitant to launch a full call center. Now that we have the software fully implemented I do not know what we did before we had InContact.
Solve all your call center issues.
What do you like best about the product?
The sysetm allows all communications to be easily managed thru a single queue to easily manage your skills.
What do you dislike about the product?
The lack of full integration into the Office 365 phone system.
What problems is the product solving and how is that benefiting you?
All communications can be managed in the system. Easily integrate line of business applications for a seamless solutions for your customers.
Probably the best but still room for improvement...
What do you like best about the product?
Scalability, the Apis that makes integration easy.
What do you dislike about the product?
Different data layers that present the same data with different values. Compare Data download reports with Api resultis not possible as they differ at least in the European clusters. Timezones... you need to fix that once and for all, the Studio uses local scripting engine that runs fine but running the script on the cluster returns mostly Standard Mountain time (in Europe ;-))
What problems is the product solving and how is that benefiting you?
Large scale omni channel support for a bunch of customers.
Flexible all in one phone system and web chat solution
What do you like best about the product?
It is very flexible and easily programmable. It has a ton of features and integrates with phone, chat, and other dialing system to create a comprehensive customer interaction system.
What do you dislike about the product?
It can be tempremental and requires a lot of skills to configure without the help of various team at inContact. Even when you get inContact involve each area has its own expertise and its very time consuming to get to the right people to get your needs accomplished.
What problems is the product solving and how is that benefiting you?
Sales and customer support solution to sell and service our products
Easy to use!
What do you like best about the product?
What I really like about NICE inContact is that it is very straight forward tool/platform. We actually use
What do you dislike about the product?
Theres always a long queue when trying to reach Professional services.
What problems is the product solving and how is that benefiting you?
Geberating reports.
Recommendations to others considering the product:
NA
Effective System
What do you like best about the product?
The interactivity with Skype allows me to keep track of each call more effectively..
What do you dislike about the product?
It seems a bit memory intensive. I had issues when not hooked directly through my Modem.
What problems is the product solving and how is that benefiting you?
The ease of tracking my calls and call analytics.
Recommendations to others considering the product:
Integrates nicely with software I use such as SalesForce and Skype.
Nice
What do you like best about the product?
The real time changes able to be made to the IVR through studio
What do you dislike about the product?
Since it is an IP based tool that comes along with issues at times when there are internet issues
What problems is the product solving and how is that benefiting you?
It allows me to be able to make real-time IVR changes when there are issues, or needs to change the call flow
Software Built By Users
What do you like best about the product?
These software solutions and products work well and are thoughtfully designed and consistently updated. I've been using these services since 2011, and a few years ago I even had the opportunity to visit their campus. What I love is that these teams actually use their software every single day. So when they say opportunities for improvement or enhancement, they make it happen. It is not just a product that they sell. I love continuous iteration, and continuous improvement. And inContact doesn't disappoint. they have great communication practices, and let you know what every quarterly update is bringing to the table.
What do you dislike about the product?
Honestly there are not many downsides. As a software designer, there might be some choices I would make differently, particularly an agent facing parts of the software like Max, but they really come down to aesthetic UI decisions, So it's very hard to say that it's objectively a bad thing.
What problems is the product solving and how is that benefiting you?
One of my favorite solutions involves the screen pop ability. When a customer contacts us by any method, call chat email, we detect who they are and launch a SharePoint URL with a query string parameter of that customer's ID. this free solution lets us have a informed agent that knows about their customer before they even say hello.
Largely a Positive Experience that helps with my work.
What do you like best about the product?
For the most part, I find the system easy to navigate for accessing the things I need in performing my daily tasks.
What do you dislike about the product?
It seems like it can be rather memory intensive for online usage. I recently had to stop using wi-fi and plug directly into a modem because I was struggling with maintaining my connection during calls.
What problems is the product solving and how is that benefiting you?
Along with speaking to clients on my lap top, I also run reports which are pretty easy to access and create to look into the metrics of call volume.
Recommendations to others considering the product:
Nice inContact integrates nicely with software such as Skype, allowing for ease of use.
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