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LiveVox Review
What do you like best about the product?
I like the simplicity that everything is on one screen.
What do you dislike about the product?
I dislike that you can’t really find information on what headsets are compatible.
What problems is the product solving and how is that benefiting you?
I’m currently not solving any issues.
Good Experience, easy to work with
What do you like best about the product?
The overall layout is pleasing and doesn't take long to figure out. The Max Agent is very easy to use and functions well.
What do you dislike about the product?
When there was a major update to the visuals, it took a bit to find everything again. Max Agent was a bit finicky during initial release but all but one of those issues have been solved (searching the dropdown list via keyboard typing is impossible as far as I know so that slows things down when searching for something).
What problems is the product solving and how is that benefiting you?
NICE InContact has allowed me to do my job easily and efficiently. I literally wouldn't be able to do my job without it.
Lots of Flexibility
What do you like best about the product?
As an agent, it's not difficult to grasp how to take calls/go unavailable/submit dispositions. The dashboard is customizable in every way so that you can easily see what calls are waiting, what your service level is and what agents are logged in and what their current state is. There are a ton of different reporting options too
What do you dislike about the product?
Certain features on the new agent console (Max) do not work as well as they did not the old agent console (Thin Agent/Power Agent).
The new integrated Softphone that Max offers is great, but it's only compatible with Chrome
The new integrated Softphone that Max offers is great, but it's only compatible with Chrome
What problems is the product solving and how is that benefiting you?
Benefit wise it is very easy to see the current state of every employee who is logged into the platform
Amazing call center solution
What do you like best about the product?
This system has amazing capability and features for call centers to operate from. The leading feature is the remote capability, giving agents the option to be "out of office, or remote" and still be connected to their call center obligations.
What do you dislike about the product?
Every now and then, the system loads very slowly, or lags. It usually corrects itself within a few minutes or does not last long.
What problems is the product solving and how is that benefiting you?
Remote work with agents, allowing agents to be fully prepped for the call they are about to take, before the caller is patched into them.
User friendly
What do you like best about the product?
The layout is very eye pleasing, and simple to use
What do you dislike about the product?
Just some systematic issues and outages we experience weekly with the dialer.
What problems is the product solving and how is that benefiting you?
Easy to pull recorded calls for training purposes, and monitoring. The Queue counter allows to see agents on the floor as a whole, and make sure we are being efficient.
inContact Review
What do you like best about the product?
There are a lot of cool functions and tools to use. I mainly use HOO profiles, audio files, dispositions, points of contact, and skills. I like the way things are set up and are easy to navigate.
What do you dislike about the product?
Loading times - a lot of the time it takes several seconds for something to load. If it happens with every click, it really slows down the process.
What problems is the product solving and how is that benefiting you?
It's nice that changes made in inContact go live immediately. If a problem occurs, an adjustment can be put into place almost immediately.
InContact User and Admin since 3 years
What do you like best about the product?
I really like the flexibility that InContact provides to run operations on the cloud. The PaaS model that InContact provides is ideal for a Mid Size Organization, out of the box and with some modifications and fine tuning, it can also be implemented to larger organizations. The dashboards are live and a great source of information in the real time. The Customer Support team at InContact is really helpful as well.
What do you dislike about the product?
Some of the features in the built in dashboards are not fully modifiable
What problems is the product solving and how is that benefiting you?
Business Continuity becomes much easier
The Ability to logon from anywhere using just a regular cell phone is great
The Ability to logon from anywhere using just a regular cell phone is great
Recommendations to others considering the product:
Good Product if you run a small or medium Service Desk seating about 20 resources
Simple for its purpose.
What do you like best about the product?
Being able to access calls from anywhere -- doesn't limit to being stuck to a landline. Just turn-on the laptop, sign-in, and we're connected.
What do you dislike about the product?
The volume feature is lacking; no matter how loud I have my program and speakers to, whenever I receive a call, the volume is minimum --- when working in the office, this caused a huge problem in hearing customers, with the noise around me.
What problems is the product solving and how is that benefiting you?
The program has been a great asset, especially during these uncertain times, as we are able to work from home with ease.
Recommendations to others considering the product:
Adjust settings so volume can be louder and in sync with computer levels.
Flexible Cloud-Based Call Center Telephony - Only Goes Down Sometimes!
What do you like best about the product?
Requires no installation by the user; totally cloud-based. Allows all normal call-center applications / functions without the need of an installed client.
What do you dislike about the product?
Interface can be clunky and challenging to navigate. Reporting is not as streamlined as some other platforms, and the dashboards are cumbersome to navigate.
What problems is the product solving and how is that benefiting you?
Diverse, long-distance offsite calltakers are able to work well as if on-site, which is exactly the point. Has allowed additional off-site call center employees and has improved timeframe for onboarding.
New to inContact
What do you like best about the product?
It shows more details to keep the team connected.
What do you dislike about the product?
The interface seems outdated and could use a make over.
What problems is the product solving and how is that benefiting you?
We use inContact as a phone system and to track accountability.
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