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Reviews from AWS customer

1 AWS reviews
  • 5 star
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  • 1
  • 3 star
    0
  • 2 star
    0
  • 1 star
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External reviews

1,705 reviews
from and

External reviews are not included in the AWS star rating for the product.


4-star reviews ( Show all reviews )

    Emily F.

Great Experience

  • February 27, 2020
  • Review provided by G2

What do you like best about the product?
We always receive quick and exceptional support from our TAM.
What do you dislike about the product?
NICE IEX has a lot of steps that I feel could be condensed or made simpler.
What problems is the product solving and how is that benefiting you?
Calls route through properly, scheduling is much easier, forecasting is more accurate, Engage screen recording option has been very beneficial in helping us coach our employees.
Recommendations to others considering the product:
n/a


    Hospital & Health Care

Easy to use with a good graphical interface. The software integrates with Salesforce very well.

  • February 24, 2020
  • Review provided by G2

What do you like best about the product?
Simplicity. The software is fairly easy to use for most call center agents. The software is reliable and integrates with Salesforce very well.
What do you dislike about the product?
The customer support for InContact is not as helpful as we would like.
What problems is the product solving and how is that benefiting you?
Dialing campaigns in Salesforce and having our call center agents contact thousands of people every day.
Recommendations to others considering the product:
A great contact software that integrates with Salesforce. The software provides easy to use features and allows agents to quickly service marketing campaigns.


    Insurance

NICE is nice for your business

  • February 21, 2020
  • Review provided by G2

What do you like best about the product?
I enjoy the ease of modifications that can be done on the next system.
What do you dislike about the product?
there are parts where you cannot modify for instance the contact history that's green I want to be able to make it bigger but unfortunately i cannot.
What problems is the product solving and how is that benefiting you?
I have been able to have my agents know exactly where they need to be in regards to their statuses and time they have taken on every call.


    Non-Profit Organization Management

Easy to use Product

  • February 20, 2020
  • Review provided by G2

What do you like best about the product?
The ease of use. Products are pretty intuitive and user friendly.
What do you dislike about the product?
Customer service has been hit or miss. When completing a new implementation of a point of contact we had a lot of miscommunication and misunderstanding about timing, expectations and missed a deadline because of it.
What problems is the product solving and how is that benefiting you?
The product has allowed us to improve our contact center operations by giving us one platform for all media types. It has also enabled us to work from anywhere on any device and given us some redundancies.
Recommendations to others considering the product:
This system offers a holistic approach to contact center management suites, allowing for ease of management, in a user friendly way.


    Hospital & Health Care

Powerful platform - lacking clarity and support

  • February 20, 2020
  • Review provided by G2

What do you like best about the product?
Studio flexibility is the best feature top of the list.
What do you dislike about the product?
support its been somehow always behind, communications are not all the time clear and expectations are always impacted.
What problems is the product solving and how is that benefiting you?
Integration with multiple platforms and call flow flexibility.
Recommendations to others considering the product:
check the scripting solution, so far, in my experience is one of the best out in the market


    Retail

I contact review

  • February 03, 2020
  • Review provided by G2

What do you like best about the product?
The capabilities and flexibility for being a SaaS provider.
What do you dislike about the product?
That it doesn't integrate into Skype for business fully.
What problems is the product solving and how is that benefiting you?
Skype for business not having an ACD solution


    Consumer Services

InContact Review

  • January 31, 2020
  • Review provided by G2

What do you like best about the product?
Nice InContact is very easy to navigate through. It shows you what each employee is doing at the moment and it keep tracks of pretty much everything.
What do you dislike about the product?
The thing I dislike is that some calls take about 30-2 hours to download so we can review them. So for instance if we need to review a call right away we do not have the ability to do so.
What problems is the product solving and how is that benefiting you?
Coaching opportunity on breaks, lunches, and calls.


    Financial Services

Effective Call Center application

  • December 26, 2019
  • Review provided by G2

What do you like best about the product?
Advanced functionality, high degree of customization possible
What do you dislike about the product?
Not the most user friendly interface. Reporting elements need to be more flexible and dynamic.
What problems is the product solving and how is that benefiting you?
Call center operations. Dialer functions.
Recommendations to others considering the product:
Effective contact center solution and enhanced dialer capabilities


    Education Management

Reliable Uptime

  • December 26, 2019
  • Review provided by G2

What do you like best about the product?
I like the lack of downtime when making calls.
What do you dislike about the product?
I do not like the Bulky-ness between windows as an Admin.
What problems is the product solving and how is that benefiting you?
The ability to make calls is easy and clean. Effective outrech to customers.
Recommendations to others considering the product:
Lots of bells and whistles; focus on what you need first and expand from there.


    Financial Services

Great product...intuitive!

  • December 18, 2019
  • Review provided by G2

What do you like best about the product?
Ease of use is HUGE. I walked into this call center 18 months ago having never seen InContact and am now the SITE SME in InContact. I attribute this to its ease of use and intuitive setup!
What do you dislike about the product?
Some things have strange inter-dependencies. This is a small complaint, but for example, not ready codes i think should go by skill, but they are set up by team. I guess this can avoid conflicts in multi skilled agents...but it has become an issue at times, again, very minor.
What problems is the product solving and how is that benefiting you?
The one throat to choke philosophy. It is one vendor, so the ease of acquiring support is in just having one support to contact and not having the initial steps of having to troubleshoot disparate systems. AT the same time, a cloud solution bottle necks our system at times, where if it is down, we are down. This is all acceptable as the up time is awesome.
Recommendations to others considering the product:
It is a great foundation for a call center, and they have many other products that will overlay it. WFM, InView, ProXS, etc. A truly omnichannel solution that you can get up to speed with quickly and have the utmost flexibility and reporting.