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One of the best call center apps.
What do you like best about the product?
It can be fine-tuned to suit almost everyone's needs.
Offers a wide variety of countries to get DIDs from.
Offers a wide variety of countries to get DIDs from.
What do you dislike about the product?
It's quite complex for administrators who have no previous knowledge of working with Call Center applications.
What problems is the product solving and how is that benefiting you?
Call routing depending on skill sets or group membership.
Mapping DIDs from different countries to our main phone lines.
Mapping DIDs from different countries to our main phone lines.
NICE inContact has done wonders for our call center!
What do you like best about the product?
InView is one of the most handy products that directly effects everyone in the call center. Agents and supervisors love being able to see all of their metrics at a glance and it has saved my support team a ton of time when it comes to running reports and calculating agent metrics.
What do you dislike about the product?
I wish that all of the products that we use from NICE inContact were more easily integrated or had a single point of entry. It is a bit cumbersome to have separate usernames and passwords and points of entrance for each product.
What problems is the product solving and how is that benefiting you?
We have increased agent efficiency by using inContact to deliver all of the pending work items based on priority rather than manually assigning agents to work specific queues based on need. Agents no longer are waiting for phone calls because they get work items delivered to them if there are no calls and get calls delivered once they finish their work items.
Recommendations to others considering the product:
NICE inContact has many products that help make a call center run much more smoothly. I would recommend IEX, InView, and the ACD to any call center.
Overall Great
What do you like best about the product?
I like the flexibility of InContact and the ability to grow, we are a company of 80 but we are growing monthly.
What do you dislike about the product?
It can be a little complex when it comes to the IVR the first part is easy but then you get lost in all the logic and how to do call backs.
What problems is the product solving and how is that benefiting you?
Inbound calls center, segmentation of clients.
Efficient product
What do you like best about the product?
The different tools that are available. The functionality
What do you dislike about the product?
The limited ability to interface with other products
What problems is the product solving and how is that benefiting you?
The webstation product and the inability to leverage all tools
Highly custom solution
What do you like best about the product?
A great variety of customization - reports, studio to name a few. Able to tie in with just about any application that has API. Reliable uptime.
What do you dislike about the product?
Tier 1 customer support is hit or miss. Account TAM may not be anywhere near your timezone which makes scheduling meetings difficult. Studio can be overwhelming if you're not familiar with programming and orchestration.
What problems is the product solving and how is that benefiting you?
inContact has allowed us to completely customize the end user experience. We have tied in the workflow with some of our custom applications that allow the caller to retrieve data without the need to speak to an agent.
Recommendations to others considering the product:
Also do a PoC. Compare other vendors such as Talkdesk, Five 9's, etc
Using their software has made managing the 211 call center easier.
What do you like best about the product?
The reportng is a breeze to use. Makes managing staff a lot simpler.
What do you dislike about the product?
The speed of internet that is required to use certain applications, we are a rural county and sometimes the internet is not the best, being unable to access certain applications functions can be frustrating at times but NICE inContact is always quick to respond and try and fix things ASAP.
What problems is the product solving and how is that benefiting you?
As the supervisor of the 211 Call Center the interface allows me to manage staff easily, see who is logged in and ready to work as well as how long a team member has been on a call or not ready. All while I take calls or handle the behind the scene work.
Very great product
What do you like best about the product?
Easy to use interface and great customer service.
What do you dislike about the product?
Loading of website is very slow for me, not sure why.
What problems is the product solving and how is that benefiting you?
Easier to make/take calls, manage agents and overall satisfaction of our team
Recommendations to others considering the product:
Great tool for call center experinces
Steady and reliable ACD for most of the time we use it
What do you like best about the product?
Interface is extremely intuitive and easy to use. Customizable to a fault. We have been able to measure our strengths and weaknesses pretty accurately.
What do you dislike about the product?
Refusals and dropped calls happen pretty regularly. It is difficult sometimes to get assistance from our account manager.
What problems is the product solving and how is that benefiting you?
We have been able to decrease our AHT, increase our calls per hour and customize the ACD with dispositions to better understand where our opportunities lie.
Software Built By Users
What do you like best about the product?
These software solutions and products work well and are thoughtfully designed and consistently updated. I've been using these services since 2011, and a few years ago I even had the opportunity to visit their campus. What I love is that these teams actually use their software every single day. So when they say opportunities for improvement or enhancement, they make it happen. It is not just a product that they sell. I love continuous iteration, and continuous improvement. And inContact doesn't disappoint. they have great communication practices, and let you know what every quarterly update is bringing to the table.
What do you dislike about the product?
Honestly there are not many downsides. As a software designer, there might be some choices I would make differently, particularly an agent facing parts of the software like Max, but they really come down to aesthetic UI decisions, So it's very hard to say that it's objectively a bad thing.
What problems is the product solving and how is that benefiting you?
One of my favorite solutions involves the screen pop ability. When a customer contacts us by any method, call chat email, we detect who they are and launch a SharePoint URL with a query string parameter of that customer's ID. this free solution lets us have a informed agent that knows about their customer before they even say hello.
A few issues at the begining but were resolved with the correct Account Manager to support us
What do you like best about the product?
Reporting facility as well as the ability to open / close the phone lines as required - Ability to have people on different priorities
What do you dislike about the product?
I don't find the layout of the InContact admin side as good as the previous one was.
What problems is the product solving and how is that benefiting you?
Good reporting capacity - always new reports to be found
Recommendations to others considering the product:
Go it a go
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