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InContact requires additional features
What do you like best about the product?
Different dashboards can be created and agents can be grouped based on their skills. It is easy to change skills proficiency and to add/remove skills.
What do you dislike about the product?
We cannot change the status of agents and InContact should have an in-built jive like feature that allows agents to answer calls without having a hard phone or GoTo Jive installed separately. Sometimes the dashboards do not refresh by themselves.
What problems is the product solving and how is that benefiting you?
It helps us to manage the calls in queue and skill agents according to that
Recommendations to others considering the product:
It is very user-friendly and easy to navigate. Makes tracking agents and call flow easy
Togetherness
What do you like best about the product?
You can see everyone's status of a call.
What do you dislike about the product?
Sometimes the call will reject you, meaning you will need to re-login.
What problems is the product solving and how is that benefiting you?
I'm able to transfer a call to someone even if they want to wait on hold. The call will be there waiting in que once they complete the current call.
Recommendations to others considering the product:
Must have good internet signal.
Worked with incontact for over 5 years
What do you like best about the product?
It is user friendly, the sections are easy to understand
What do you dislike about the product?
the constant lag, the feedback option seems to not help much
What problems is the product solving and how is that benefiting you?
All in one control of call monitoring
Recommendations to others considering the product:
its easy to give live coaching for agents.
decent dashboard overall
What do you like best about the product?
ease of navigation within the dashboard is one of the best features
What do you dislike about the product?
the lack of real time update on time off and ability to preschedule time off, the schedule fluctuates on how many days ahead even when the schedule ahead should be fixed
What problems is the product solving and how is that benefiting you?
Nice is used to see schedules, schedule time off, track available time off, and see when meetings or training are scheduled
Good quality with minor issues connecting wireless headsets
What do you like best about the product?
Good sound quality and the troubleshooting option
What do you dislike about the product?
Every time the computer has updates, you need to reconnect headsets to be able to hear
What problems is the product solving and how is that benefiting you?
The help then troubleshooting to be able to reconnect device
Recommendations to others considering the product:
Use troubleshooting
InContact experience
What do you like best about the product?
The operational monitoring is an excellent tool.
What do you dislike about the product?
Seems to log off after a small period of time.
What problems is the product solving and how is that benefiting you?
Tracking hold and available times for our service desk.
Nice In Contact
What do you like best about the product?
It is very user friendly. It is easy to make and accept calls I like being able track calls within the program.
What do you dislike about the product?
there is a little delay when speaking with patients about 3-4 seconds so on occasion you can talk over a person not realizing the reason they don't respond so quickly is due to that delay.
What problems is the product solving and how is that benefiting you?
it is eliminating the need to have two programs to accept and make calls and one for tracking. The benefit is that it is a one stop application for your calling needs.
Recommendations to others considering the product:
It is a easy to use system has been wonderful for our team.
It's easy to use, quality always keeps up and after an year of working with it, no major issues.
What do you like best about the product?
I like that it loads quickly and bugless. It doesn't cause any delays and makes operations smoothly. Also, when used for corporations, it makes easier to find colleagues by names instead of dialing up their numbers separately (good phonebook). It's a really good tool to log the data, have some basic statistics at hand and in general, it tracks a performance really well, both for managers and for self development.
What do you dislike about the product?
The outlook of it could be changed a bit. In my opinion, it looks a bit old style and could use some nice tuning here and there. The tool is good for the reporting, however , I believe that the modifying the looks would make reportable data more visible and would look better and more attractable for clients of Nice InContact.
I personally like it but I'm also used to it, so for newer users, I am guessing it would be more attractive for them to see nicer outlook of the program.
I personally like it but I'm also used to it, so for newer users, I am guessing it would be more attractive for them to see nicer outlook of the program.
What problems is the product solving and how is that benefiting you?
I solve customer service related issues, giving them a call is definitely a faster way.
Due to the work specifics, we deal with importing and exporting goods, data entry and some part of accounting as well.
Many times, the urgency of the businesses we deal with is really high, thus having a call system helps a lot to solve issues immediately.
Due to the work specifics, we deal with importing and exporting goods, data entry and some part of accounting as well.
Many times, the urgency of the businesses we deal with is really high, thus having a call system helps a lot to solve issues immediately.
Recommendations to others considering the product:
I would recommend it since it's a nice tool to have with lots of options that could be implemented. It's nice for managers as well as employees to have a thorough view of the stats.
Nice Service
What do you like best about the product?
It shows the times the each has been waiting and has been used. Very easy to navigate.
What do you dislike about the product?
Using agent from telephone does not function same as soft phone.
What problems is the product solving and how is that benefiting you?
Agent can be difficult to use. Sometimes site crashes which makes it hard to use site.When rejecting a call I should be able to take the next call in the queue before seeing the same call. With time it will be a better. Easy to track productivity.
Recommendations to others considering the product:
Have a walkthrough of site before use.
Great product and excellent customer service.
What do you like best about the product?
Besides the amazing customer service, I love the reporting features. Central has a nice dashboard to display queue and service levels. You have prebuilt reports and reports you can set up manually that can program on a schedule to automatically email you an excel or CSV file whenever you need it.
What do you dislike about the product?
It can get really complex and complicated quickly. They have several apps that use for different things. To change operating hours, for instance, is a different app in ACD and to handle users is a different app, to program the IVR is a separate app and reporting is a separate app. Switching between the different apps and the lag time is what I most do not like.
What problems is the product solving and how is that benefiting you?
With nice incontact, we're able to integrate our call center with a robust CRM for even more robust reporting and introduce much-needed efficiencies by creating a much better experience for the agent, the caller, the supervisor, and the manger. We've been able to focus on growth rather than fiddling with equipment to get it right.
Recommendations to others considering the product:
We have an assigned TAM that we can reach out to for help besides the service desk, which is very nice, however, you will need a dedicated person or team to manage this software if you want to get more out of it. Just one person would be fine, but I believe this individual sole purpose should be know this software inside and out.
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