External reviews
1,705 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Data collecting and Queue management system
What do you like best about the product?
The options around data collection for types of calls/emails/chats is awesome. It's great to be able to run reports to get the data we need quickly.
What do you dislike about the product?
Data collection is delayed, you can show it within seconds but the reports have to wait till next business day.
What problems is the product solving and how is that benefiting you?
We are constantly trying different ways to improve our customers experience in the way we handle our queues, InContact allows for those changes quickly.
Front End User for 5+ years
What do you like best about the product?
Functionality, Convenience, Dashboard
What do you dislike about the product?
Not having an "active working status" for project work that requires my agents to be off the phone- All Unavailable statuses count against their working rate
I would like to see a better way to monitor and track agent call accuracy.
When pulling call reporting- results from one report do not match with other reports pulling similar data
I would like to see a better way to monitor and track agent call accuracy.
When pulling call reporting- results from one report do not match with other reports pulling similar data
What problems is the product solving and how is that benefiting you?
Workload Distribution
How I Like inContact
What do you like best about the product?
inContract has been working pretty well. We are a Service Desk that provides support through calls and inContact keeps us up and running. It has proven to be reliable for call routing for the most part.
What do you dislike about the product?
Sometimes the inContact servers go down and calls are not routed properly and are instantly refused if an analyst attempts to anser. However, these issues are rare and usually pretty quickly resolved.
What problems is the product solving and how is that benefiting you?
We are able to service our users thanks to inContact's call routing. It allows us to see how a long a user has been waiting and what type of call is coming in. It has given us more visibility into the calls we take.
Recommendations to others considering the product:
inContact is a great tool, especially for larger organizations that have a higher call volume.
It's been a great experience so far!
What do you like best about the product?
I love the responsiveness of inContact Support, as well as the reporting tools that inContact offers. Furthermore, it's been incredibly stable for us and we've had minimal downtime.
What do you dislike about the product?
It would be nice to be able to pull up the Agent Zoom for an agent if they aren't currently logged in. Offer that kind of reporting somewhere else (I haven't been able to find it). It's useful to see that detailed breakdown.
Also, when a call is queued, the "Inqueue" time will get reset after about 2m40s. It'd be nice if that just consistently counted up.
Also, when a call is queued, the "Inqueue" time will get reset after about 2m40s. It'd be nice if that just consistently counted up.
What problems is the product solving and how is that benefiting you?
We're addressing our customer's issues quickly, and we're able to adapt to the changes in volume throughout the day.
NICE inContact Review
What do you like best about the product?
They are extremely transparent. You are never left in the dark if the company is experiencing an technical difficulties.
What do you dislike about the product?
The UI can be slow, and retrieving data can be painful at times.
What problems is the product solving and how is that benefiting you?
They are an excellent company to choose if need to run a call center.
Works well, needs better support
What do you like best about the product?
The interface, easy to look at and good widgets
What do you dislike about the product?
Lots of issues with our Salesforce integration.
What problems is the product solving and how is that benefiting you?
We are able to see our call queues by casting to a large tv in each office.
NICE inContact have a great platform that provide solid service and good customer service
What do you like best about the product?
The system is dependable and reliable. You can load as much or little as you would like
What do you dislike about the product?
The communication when new upgrades are rolled out.
What problems is the product solving and how is that benefiting you?
We're able to load and call our customer base without having to do things manually.
A great, flexible solution to launch a call center.
What do you like best about the product?
We found NICE inContact when researching solutions for our contact center. We liked open open their solution was and allowed us to build in much of our business logic with minimal effort.
What do you dislike about the product?
Technical support could have more skilled agents that respond in a more timely manner.
What problems is the product solving and how is that benefiting you?
Although there are some problems, the benefits easily outweigh them. Their APIs are great for porting functionality into our own systems and customizing reporting.
NICE service
What do you like best about the product?
Simplicity of programs. Set it up and it works. Monitor the agents through reports and pie charts for productivity. Get as much reports in place at set up for monitoring. Pie charts are helpful. Sign up to monitor phone calls. It is a good way to hear conversations and help work with agents skill set.
What do you dislike about the product?
Robo calls that come randomly. Waste of my agents time and waste of productivity. Contact when I need help with service. It seems like I have too many hurdles to go through. I don't like waiting for help with return calls. Going through an agent to get help
What problems is the product solving and how is that benefiting you?
Ease of phone statistics and reports to monitor statistics of department and the productivity of the department. Increased call service by each agent. Ease of returning calls. Service is rarely down. If do
Recommendations to others considering the product:
Set up it from start with all aspects of business monitoring. Utilize reports to monitor activity of the agents taking the calls. Set up productivity charts. Make sure you have a solution for robo calls and fake calls.
NICE inContact review overview
What do you like best about the product?
Cloud based solution powered by top-shelf applications like Studio.
What do you dislike about the product?
Behind 5 months on delivering a Level 1 AOC to your PCI compliant customers.
What problems is the product solving and how is that benefiting you?
A much better solution for creating workflows and scripting in general. If you can imagine something, you can build it.
Recommendations to others considering the product:
A solid product with overworked TAMs, and a Support team with growing pains.
showing 271 - 280