Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
This product is an effortless tool to pick up and utilize for any company
What do you like best about the product?
It's reactive and I am able to manage my time better, knowing how many agents are available at one time. I love being able to add notes at the end of the call. I also enjoy being able to go to the website and all of the options that I have as far as setting a schedule and things like that! The queue options are wonderful and knowing that I can look at my full history by logging into the site is great too. I had some initial issues with my Agent ID vs logging in with my phone number, and it wasn't very easy to figure out; however finding the answer was easy due to the knowledge base options available.
What do you dislike about the product?
I don't like that it relies on another app in order to take calls. I don't like having to log in to 2 things in order to do my job. However, this is something that I've gotten used to. I don't know if this is how my organization utilizes the product though. I know that it was brought over from physical phone lines, so that could be why.
What problems is the product solving and how is that benefiting you?
The ability to make sure our customers are always covered. We are always there for our customers now, even during meetings. I love being able to see the queue during meetings. Our manager is also able to set up after hours support for our team. This means that it will cycle through our team until one of us answers, and if we can't get to the customer, it will make a case through salesforce! It's a great feature because we can listen to the recording right from the case and call the customer right back!
Recommendations to others considering the product:
I would recommend to do your homework and make sure you are setting yourself up for success. This is a great tool with lots of reporting capabilities! It can definitely lead you on your way to victory! I would see how it integrates with other software that you utilize so you can get the best functionality out of it that you need for your company.
- Leave a Comment |
- Mark review as helpful
feedback
What do you like best about the product?
the viewing of schedule ahead of time, and adding shifts
What do you dislike about the product?
my eastern time is not set, and i already put in request to change to eastern time
What problems is the product solving and how is that benefiting you?
anytime i need to switch swifts, and keeping up with my schedule
Recommendations to others considering the product:
na
Review on InContact
What do you like best about the product?
Functionality in the system is seemingly very efficient and the interface is very easy to navigate.
What do you dislike about the product?
When you have a caller on hold when using a 2nd line (such as for an interpreter) no option exist.
What problems is the product solving and how is that benefiting you?
We are using it to service call for member and if needed make outbound calls or transfers internally. The benfits are fullfilling these requests.
InContact review
What do you like best about the product?
The most helpful part are that the code are ez to get to.
What do you dislike about the product?
Some times it does freeze up and does not allow you to hang up or change codes
What problems is the product solving and how is that benefiting you?
In contact makes it very ex to transfer to a different dept
Streamlines communication for business
What do you like best about the product?
Time tracking, how long the caller has been on hold, status options and call count view
What do you dislike about the product?
UI is a little slow which causes lost calls form time to time
Occasionally the interface will freeze
When accepting an incoming call, it will lag for a brief period of time
Occasionally the interface will freeze
When accepting an incoming call, it will lag for a brief period of time
What problems is the product solving and how is that benefiting you?
Enabling agents who work from home to interact and provide assistance to clients
NiCE inContact: Great Platform for Call Center Work
What do you like best about the product?
This platform is extremely user friendly. Agents are able to customize their softphone settings in order to make their job easier. Supervisors can send agents messages directly to the MAX screen which is a great advantage. The A/V notifications on this platform are very helpful, making it clear when a call is coming in and when the line has connected. This program makes my job very doable and I am thoroughly pleased with using it in order to complete my work.
What do you dislike about the product?
Sometimes agent messages are slow to come through, creating an unnecessary and sometimes awkward pause when speaking to a donor/customer, especially on callbacks. There have been two instances, through out the time of my use with this program, where it has gone offline, making me unable to do my job. Sometimes the website has been slow to load which has caused some issues in being able to start my work on time, as there is no way of knowing when this issue will happen, i.e. there is no warning.
What problems is the product solving and how is that benefiting you?
This program makes working remotely from home extremely easy and possible. It allows agents to work within the safety of their homes while the pandemic crisis is in effect. It eliminates the need for an agent to use a personal phone device or business phone in order to complete their work. It makes calls easier to track by providing a call contact ID for each call. It records all calls so that they can be reviewed by higher management for the purposes of accuracy and quality control, as well as to resolve any issues that may happen while on call.
Recommendations to others considering the product:
I would definitely recommend this platform for use of call center work.
Good except call drops
What do you like best about the product?
it's very user friendly and easy to use.
What do you dislike about the product?
A lot of times i have had calls drop mid call.
What problems is the product solving and how is that benefiting you?
helping me work from home
Recommendations to others considering the product:
It does pretty well working from home
inContact is adequate
What do you like best about the product?
I'm not great at figuring out computer programs, but inContact is very easy to use.
What do you dislike about the product?
The shift bid in NICE is super convoluted and nonsensical.
What problems is the product solving and how is that benefiting you?
I use inContact and NICE for my dialer and scheduling.
Medical Review Officer Assistant
What do you like best about the product?
Everything is well organized and user friendly.
What do you dislike about the product?
It can take awhile to load the MAX agent.
What problems is the product solving and how is that benefiting you?
Organizing team members calls, being able to see whose working what and how long, building easy reports from NICE.
Great Service
What do you like best about the product?
User friendly, multiple functions , and remotely .
What do you dislike about the product?
Ocassional connection issues and refusals
What problems is the product solving and how is that benefiting you?
Easy inboundt and outboundt calls
Recommendations to others considering the product:
no recommendation
showing 991 - 1,000