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easy to work with
What do you like best about the product?
fast way to receive call and easy way to return or transfer calls
What do you dislike about the product?
the reports for the daily or weekly do not work properly, so I am not able to see how many calls per day I took if I wanted to have that knowledge for my records
What problems is the product solving and how is that benefiting you?
solve many problems of claimants account, since providing service to florida deo, so per each call I am almost every time able to provide help to the CL through incontact when receiving the call. we receive more than
Recommendations to others considering the product:
verify that reports are working properly and accurate, so agent can have knowledge of calls,times taking during their daily shift and weekly shifts. besides that the system is easy to use, and works pretty fast in order to be able to take many calls during a day shift
Interesting Web Based Phone Software
What do you like best about the product?
Easy to use and intuitive, easy to copy and paste numbers into
What do you dislike about the product?
Once in a while it can take 2 attempts to log in, and the double hang up button is slightly annoying
What problems is the product solving and how is that benefiting you?
We are adding an auto dialer which will make my life sooo much better
Recommendations to others considering the product:
Nothing to say so far
Has helped us with insight on our team!
What do you like best about the product?
I like that it helps review my teams productivity and refused calls to see who is doing their jobs.
What do you dislike about the product?
Hard to navigate, feels outdated, thats it.
What problems is the product solving and how is that benefiting you?
Team productivity and anyone who is not working as hard as others.
NICE inContact Review
What do you like best about the product?
* Customer analytics dashboarding feature provides a solid overview of performance across key KPIs
* Straightforward and user-friendly UI makes navigation and usability a breeze
* Has a dedicated customer success team that is easy to reach by phone or chat
* Provides customization features to tailor fit the platform to your specific business needs
* AI and automation functionalities are a true innovation in the call center software space!
* Straightforward and user-friendly UI makes navigation and usability a breeze
* Has a dedicated customer success team that is easy to reach by phone or chat
* Provides customization features to tailor fit the platform to your specific business needs
* AI and automation functionalities are a true innovation in the call center software space!
What do you dislike about the product?
* Integration with key business applications could be made more straightforward
* Customizations can be difficult and time-consuming to set up
* Customizations can be difficult and time-consuming to set up
What problems is the product solving and how is that benefiting you?
The main business problem that NICE InContact is helping us solve is enabling scalability and traceability within the call center team. Overall, the main benefits of NICE inContact are improved customer service, reduced costs and overall business growth.
Recommendations to others considering the product:
Give it a try!
Incontact continues to a global leader on contact centers.
What do you like best about the product?
Studio and flexibility to customize backend.
What do you dislike about the product?
Some products are outdated, at least for customers not in CXone
What problems is the product solving and how is that benefiting you?
Using an IVR our containment rate is healthy and allow us to continue manage ops cost.
Recommendations to others considering the product:
Do your research.
InContact Review
What do you like best about the product?
It is very easy to create custom reports and very user friendly.
What do you dislike about the product?
Sometimes the pages take too long to refresh or load when skilling and deskilling agents
What problems is the product solving and how is that benefiting you?
We are able to see what the agents are doing in real time. This has allowed us to manage our queues and sites effectively to meet customer expectations.
Recommendations to others considering the product:
Learn how to use and create custom reports - this is very beneficial in the long run
NICE REVIEW
What do you like best about the product?
It is very user friendly and great for our business. It makes scheduling easy and the customer reports are awesome.
What do you dislike about the product?
It can lag at times which does not allow me to work as quickly as I would like.
What problems is the product solving and how is that benefiting you?
We have been able to reduce our call volume. We have cut back on time spent scheduling agents.
Recommendations to others considering the product:
It has been such a great tool within the call center environment. It makes managing our agents so easy and being able to see what they are working on. The scheduling system overall is user friendly and simple to use. There are a lot of great tools within the program to use to your benefit. The custom reporting is also a great feature. It allows me to pull any data that I could possibly want.
Using NICE inContact as a sys admin
What do you like best about the product?
The webUI is useful and well designed. Studio allows for creation of complex IVR scripts and routing.
What do you dislike about the product?
Studio could use a refresh/update. Password expiration length could be extended. It seems everytime I login I'm prompted to change my password.
What problems is the product solving and how is that benefiting you?
NICE inContact allows us to have a complex IVR for different departments as well as a unified call manager for our various departments.
Stable Solution for high volume support center
What do you like best about the product?
The ease of use, and training . The tool has allowed us to be a fully work from home solution during the pandemic. The environment is pretty stable and is a great tool for those support desks that are simple contact / resolution desk,
What do you dislike about the product?
Prior to some updates, the system was very unstable. At times, the soft phone solution is a little bit clunky. Standard reporting is just that, standard, Would be nice to have better visuals that make sense and easier to use. You should not need a subject matter expert to run reports
What problems is the product solving and how is that benefiting you?
Ease of use and flexibity. My 24/6 desk can easily work from anywhere in the country. We have been able to expand our hiring outside of our metro area when there is a need for specialty skills.
NICE UNDER THE KNIFE
What do you like best about the product?
The continuous support and updates. The efficiency in responding to all queries.
What do you dislike about the product?
Some missing features that would assist in making things a little easier. Eg, not being able to change the status of my agents as a supervisor.
What problems is the product solving and how is that benefiting you?
We are able to contact our customers both locally and internationally. The updates from the support staff is amazing.
Recommendations to others considering the product:
The platform is easy to integrate with other software, the support is fantastic. They are constantly seeking feedback for improvement. A wiliness to adapt and improve.
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