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QA Tools are Great
What do you like best about the product?
Listening options- Ease of use, User friendly, Stability, Lots of features
What do you dislike about the product?
Calls get put in storage after 60 days and it difficult to get back. Reporting doesn't come out share friendly. You have to clean up the data quite a bit to get it to a place it makes sense or can be shared.
What problems is the product solving and how is that benefiting you?
Agent evals, Voice of the customer, EWFM, QA reporting
Uptime is fantastic with solid support.
What do you like best about the product?
Highly reliable contact center and terrific support availability.
What do you dislike about the product?
Reporting and intuitiveness could be better.
What problems is the product solving and how is that benefiting you?
We're able to analyze and improve agent efficiency, identify service bottlenecks and triage to success. Greater transparency with our agents.
Overall a very good system. MAX is a great upgrade to the NICE product
What do you like best about the product?
Ease of training new staff on using the system, and the stored contacts/address books.
What do you dislike about the product?
Now that we are using MAX things are working much better. The old Thin Agent would have constant interruptions, slow downs, and more issues.
What problems is the product solving and how is that benefiting you?
the system helps us efficiently answer calls, and track how the call was handled (dispositions)
Recommendations to others considering the product:
I am not sure.
If you run a Contact Center you need InContact
What do you like best about the product?
I like how intuitive it is to use. Whether it's Max or reporting & dashboards, everything makes sense and has a very short learning curve. I can quickly and easily get the information I need to make good decisions and effectively manage my department. I also appreciate the top notch level of support I receive when I do have questions or want to explore additional products and services.
What do you dislike about the product?
The base call quality & monitoring functionality is really awful. I basically can't do anything meaningful.I also would like to see dashboard functionality that focuses on abandon rate similar to how it does with service level.Lastly it would be great if you could construct reports and graphs similar to what you do with pivot tables.I have to download the info and then create the reports from scratch in Excel.The other issue I have is that many of the KB articles/resources are old and out of date.
What problems is the product solving and how is that benefiting you?
Using it to look at historical call volumes and then forecast future traffic.
Dashboards are helpful in making info visible to reps so they can take greater ownership and understand the team's short and long term performance.
Dashboards are helpful in making info visible to reps so they can take greater ownership and understand the team's short and long term performance.
Some Data Challenges but overall a good company to work with
What do you like best about the product?
The quick replies when there are tech issues is really helpful. Being able to schedule time with a SME to help optimize tools is something I've found very useful. The help tools for Nice IEX are fantastic and i utilize them all the time.
What do you dislike about the product?
I dislike that some of the data is fuzzy. It's very difficult to explain email data points. When i call support to place a ticket i don't want to stay on the phone while the tech figures out the issue. Some times a ticket can sit there for 3 days without being responded too. I wish the "real time" dashboards and Nice IEX "intraday report" were truly real time. When there's a 15-45 minutes delay in updated data, it's very difficult to make real time adjustments to ensure coverage.
I don't like that if i have to re-run forecast, i have to re-run for all contact types instead of just 1.
I would like to be able to select a few reps to view just their schedules without having to create a filter.
I would like the CSR's to be able to view their adherence scores in Nice IEX, like they were able to in Verint.
I would like the managers to receive notification when their rep has been approved for time off.
I don't like that if i have to re-run forecast, i have to re-run for all contact types instead of just 1.
I would like to be able to select a few reps to view just their schedules without having to create a filter.
I would like the CSR's to be able to view their adherence scores in Nice IEX, like they were able to in Verint.
I would like the managers to receive notification when their rep has been approved for time off.
What problems is the product solving and how is that benefiting you?
Nice InContact has helped with automating work, creating efficiencies, more visuals on the day to day to be able to make shift adjustments. Being able to pull many levels of data from campaign, to skill, to CSR, to team level is fantastic.
InContact has been quite the experience.
What do you like best about the product?
I really like how transparent and prompt Support is while having an issue.
What do you dislike about the product?
While running reports, there are always at lot of "conditions" and filters. I think there should be an easier and faster way to do so.
What problems is the product solving and how is that benefiting you?
We're working on adjusting the call flow to direct certain customers to a specific line/message. Let's see how things work out! Big adjustments coming soon!
Recommendations to others considering the product:
Ensure sales are not impacting your customers while they're asking support questions. Be transparent when it comes to products and cost. Not saying that there has been issues, but it's always nice to feel like you're fully informed on things.
It's been good.
What do you like best about the product?
The customization of skills, the easy way to use the dialer and make calls.
What do you dislike about the product?
There are several bugs or glitches, like reporting or giving all uploaded records. I think it could be easier to use.
What problems is the product solving and how is that benefiting you?
We are trying to improve our call skills, and our sales by using automatic dialing.
Good Product
What do you like best about the product?
Manages call and email tickets very well.
What do you dislike about the product?
Licenses are annoying to transfer between users, even when it's just a profile rebuild.
What problems is the product solving and how is that benefiting you?
Unified call center solution.
NiC is always striving to do better and easier. CXone, RLR, etc
What do you like best about the product?
We contracted to have NiC program our IVRs for new business and PSOD for changes to the IVRs when needed. The talent level in PSOD is excellent. I've always had a positive experience
What do you dislike about the product?
Some of the changes to applications cause us to make changes in our environment. Sometimes it can be difficult to make changes quickly.
What problems is the product solving and how is that benefiting you?
We face challenges at times making our SLA call metrics. NiC makes it easy to make configuration changes easily.
Recommendations to others considering the product:
Setting up the IVRs Surveys, Workforce Intelligence etc. Take time to plan what you want to accomplish with inContact. NiC will do exactly what you ask for.
Overall good experience
What do you like best about the product?
Dashboards! I love that I can customize my own Dashboard data and have made several Dashboards for my organization - providing a bigger picture Dashboard for the executive team or very specific analyst/inbound call data for the call center managers.
What do you dislike about the product?
This is more likely specific to my organization and the other tools we are using, but our CRM is not connected to InContact, so no data between inbound calls and the CRM are shared nor automated. More could be done with this but I believe Incontact DOES have the capacity, we have simply failed to invest into making them work together for more efficiency. MAX is ok but not my favorite tool ever. It is nice and clean but some items like Agent availability I wish were a little more accessible for the analysts to see what is happening with the queues without so many additional clicks.
What problems is the product solving and how is that benefiting you?
Inbound call management is easy to configure/setup. User management is well done. If anything, I get TOO MANY notifications when something is not working or down. The support team really has a pulse on what's going on in regards to the servers.
Recommendations to others considering the product:
Best support I've received compared to all the other routing systems.
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