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New to NiceInContact
What do you like best about the product?
We started using this software within the last year. They are still working out the kinks but it has been been better for inbound calls, stats review, and scheduling.
What do you dislike about the product?
Some kinks to work out for different skills I have to work in. those are the kinks they are working out.
What problems is the product solving and how is that benefiting you?
not having to have a hardlined desk phone. ease of scheduling, stats review, skill sets
Recommendations to others considering the product:
more testing
Easy to use
What do you like best about the product?
NICE inContact is very easy to use and read.
What do you dislike about the product?
Cannot look at multiple detailed schedules at once, and the screen is kind of busy.
What problems is the product solving and how is that benefiting you?
Scheduling, time off requests, over time, inbound and outbound phone calls.
Recommendations to others considering the product:
I wish there was a way to look at multiple detailed schedules at once.
Functional software for everyday communication
What do you like best about the product?
InContact software is a multi-faceted software that allows phone dialing and chat features.
What do you dislike about the product?
Although all of the products that InContact offers are great, the multiple chat feature could be improved.
What problems is the product solving and how is that benefiting you?
Multiple call and chat handling over multiple agents, metrics and outcomes can be tracked closer as well as employee adherence and volume.
Easy to use but has some problems
What do you like best about the product?
I like the fact that the phone is contained in the computer and that traditional phones are no longer required.
What do you dislike about the product?
It often freezes making it difficult to take calls.
What problems is the product solving and how is that benefiting you?
Freezes quite often and can be slow.
Recommendations to others considering the product:
It's easy to use and enables easy access to coworkers to be able to transfer and make calls quickly.
Adequate but unimpressive
What do you like best about the product?
Interfaces are very intuitive though lacking data. Deployment team is very thorough, but watch out for change orders during deployment expanding price.
What do you dislike about the product?
Service performance is not as reliable as other platforms. Sales team promises beyond delivery capability. Support could be more responsive, especially when addressing performance issue escalations.
What problems is the product solving and how is that benefiting you?
Using IC to expand into international coverage for internal support services.
Recommendations to others considering the product:
Define requirements carefully and completely before purchasing to ensure a match.
Ease of reporting
What do you like best about the product?
I liked the ability to listen in to calls and change skills through the Supervisor module.
What do you dislike about the product?
Difficult to find out peak times and what was going on at that time.
What problems is the product solving and how is that benefiting you?
Better utilization of disposition codes and accountability of ones time.
Recommendations to others considering the product:
Easy to setup and work with. Regularly added new users, changed skills and pulled reports.
Tickets for issues were not as simple and were hard to get the right kind of help.
Tickets for issues were not as simple and were hard to get the right kind of help.
In contact with InContact?
What do you like best about the product?
The web version has a clean interface & easy to use while on the phone with candidates.
What do you dislike about the product?
I can get glitches that occur on a weekly basis- not being able to open in on a web browser that I like.
What problems is the product solving and how is that benefiting you?
You are easily able to transfer candidates to other users and leave voicemails.
InContact - Powerful cloud solution that fits all of your needs
What do you like best about the product?
I like the strong protection of not having to maintain my own hardware and knowing that inContact is always upgrading their software, ensuring multiple location redundancies, and always looking out for its clients. I have learned to do many valuable things with their software, such as allowing the scripting platform to look at incoming phone numbers and route them based on the origination place.
What do you dislike about the product?
The only thing I dislike is the fact that I do not have the ability to 'drag and drop' a call from a dashboard. If a call is holding in queue and we don't have sufficient agents available with that skill, it takes several clicks away to get that skill assigned to someone else. We woudl like to just grab the call and throw it at an agent, but we realize that is wishful thinking!
What problems is the product solving and how is that benefiting you?
We have been able to scale our business and handle large volumes of traffic by utilizing their software. We have purchased their new WFO software and we will be beta testing it very soon.
Recommendations to others considering the product:
100% recommend to others! The ease of use and easy setup will allow people who are not IT professionals by nature to also be able to setup and maintain the system.
No issues with InContact or it's Partners
What do you like best about the product?
The service you receive, the people are great and they actually care!
What do you dislike about the product?
There are times when it takes a while to get back to you.
What problems is the product solving and how is that benefiting you?
Business analytics
Recommendations to others considering the product:
NA at this time
InContact Review
What do you like best about the product?
The integration and ease of making calls directly from my computer and sales console.
What do you dislike about the product?
The issues that we encountered outweighed the benefits. We had glitches galore, and we ended up switching providers.
What problems is the product solving and how is that benefiting you?
We are no longer solving problems with this solution. we decided to change providers
Recommendations to others considering the product:
none
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