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NICE inContact
What do you like best about the product?
The simplicity of the website, not to confusing. Very straight forward.
What do you dislike about the product?
Sometime it does glitch and switch around your schedule break times.
What problems is the product solving and how is that benefiting you?
So far I have not ran into any problems that I couldn't fix.
Recommendations to others considering the product:
None.
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Amazing platform for daily use!
What do you like best about the product?
It's a really friendly platform for daily job. It helps a lot when it comes to calling and connecting hours! You can connect all workers trough this platform, see connection times, hours, lunch, training, set up meetings between people inside & outside company, it also can be connected trough salesforce which is even better to review the progress of work specially when it comes to customer support teams.
What do you dislike about the product?
Sometimes it can be down for minutes but it depends also from the VPN & Internet workers are using.
What problems is the product solving and how is that benefiting you?
Time solving, scheduling times, connection with people from all around the world, long calls without any break from lines, connecting people inside & outside the compnay on the same call.
Incontact review
What do you like best about the product?
I use Incontact each day for my position as an inside sales rep. I make at least 50 calls a day and incontact makes my job so simple. I get several phone calls a day that i need to transfer to other and incontact does that with ease. The navigation of the app is what i like the most because it allows you to use several tools that show your day to day progress. It makes it simple for my managers to pull data of out weekly calls and to put together progress trackers to see where we sit month in and month out. All of our calls are recorded and incontact allows us to maintain phone calls we want to save for the future or send off for examples to other employees. I enjoy how you can put your personal phone number as one you can call out on when you need to leave the desk. There have been several times when i received important phone calls because i had used my personal number for incontact use.
What do you dislike about the product?
There are very few things i dislike about incontact but there are always things that could be fixed. From time to time incontact can shut down and will not load up for several minutes. There are also moments when i call out and there will be no sound on the other side. I do wish there were more tools to navigate last calls and to easily find phone numbers that you called out to earlier that day. Overall, incontact does not have many mistakes and from using it daily i can say it is a great tool for calling.
What problems is the product solving and how is that benefiting you?
I have found several benefits that make my day easier using incontact. I can communicate easily with my peers on a clean connection call.
Recommendations to others considering the product:
It is very simple to use. Try it out and navigate all your options before making an outbound call. I would recommend asking a manager how to find all the use full tools for you specif job. It will allow you to do several things that will make your day to day job easier. If it starts to freeze up i would recommend restarting your incontact and refresh the application. This is an occurrence i get every once in a while and it can last for up to 10 minutes if you do not reset it. There are times of the day when it slows down and that might be due to several people using incontact at once. If you want to test out incontact i would recommend looking up videos online or asking an sales rep to help. Some other tips would be to make as many calls as you can and to look at the unique tools it provides you. This will show your day to day progress and it will even save it for later use. It makes it simple for my managers to pull data of out weekly calls and to put together progress trackers to see where we sit month in and month out.
Convenient and user friendly!
What do you like best about the product?
The sound quality and multiple features. It makes communicating within and outside of my organization very easy.
What do you dislike about the product?
There is nothing to dislike about inContact
What problems is the product solving and how is that benefiting you?
NICE inContact allows me to clearly communicate with my clients and assist them during tight deadlines. It also allows the benefit of communicating with my colleagues. Now that we are all working from home, it still gives us the opportunity to remain in contact with one another.
Recommendations to others considering the product:
Multi functional, allows you to clearly communicate with others inside and outside of organization.
Great Tool!
What do you like best about the product?
It is very easy to use as long as you can get connected to the VPN. You can also reach out to other parties such as interpreters while on hold with the customer.
What do you dislike about the product?
Calls can drop while still connected to the VPN and sometimes a call comes in too fast to be able to redial the customer.
What problems is the product solving and how is that benefiting you?
It connects you to customers state-wide and gives them one place to call for all their needs.
Recommendations to others considering the product:
Make sure you are connected to the VPN at all times.
Issues Inbound
What do you like best about the product?
It's relatively easy to utilize from a work-from-home environment. The functionality of the program COULD be amazing, IF phone calls were going through as they should be. It's simple enough to see who is or isn't on calls, kick people off if they need to be kicked off, and just, in general, see the reporting. But the reporting doesn't really mean anything if our staff is unable to connect with customers or vendors.
What do you dislike about the product?
It's VERY buggy; calls will be dropped, calls will be eaten, and some phone calls will not go through to vendors at ALL due to how InContact sets up their incoming #. When we have attempted to reach out to InContact to resolve issues, they try to push back and state these are all our fault these issues are occurring. However, other companies who have been using InContact have also been experiencing similar issues, so InContact - it's not us.
What problems is the product solving and how is that benefiting you?
We've been able to stay in contact with our customers and vendors, even in the middle of the pandemic. This seems to be the sum total of the positive benefits.
Recommendations to others considering the product:
Phone numbers don't always come through as legitimate, which has the potential to make your business look like it resides on the shady side. If you don't mind that at all, this is otherwise perfect software.
Easy to work with. Easy to train for use.
What do you like best about the product?
I like the dashboard summary and the ease to lay it out as you prefer.
What do you dislike about the product?
Occasional time lags causing the need to refresh which then causes the need to reorganize your view.
What problems is the product solving and how is that benefiting you?
It promotes the team to me cognizant of the overall picture of the customer experience in a single look.
it's a great website and super user-friendly
What do you like best about the product?
I really like that you can choose if you want to use an integrated softphone or if you want to use your actual phone when using incontact. It gives a lot more options especially if you're having issues with one then you can just choose the other. I personally use the integrated soft phone just because it's the easiest for me and people can hear me very clearly which is great.
What do you dislike about the product?
One thing that I dislike is that if you are on a different tab on your browser and you get a call it'll automatically refuse that call when it's your first call of the day. Another thing I don't like Is that in contacts doesn't have a mute option which would be really useful because sometimes I'm coughing or I have to sneeze and I can't put them on hold just for that. Another thing that would be useful would be the option to put people on hold when you're on a three-way call because it's awkward having to keep them on the line when you need to wait for a supervisor or something like that.
What problems is the product solving and how is that benefiting you?
incontact lets me make calls to people and sets me up in a queue which is nice so I don't have to handle it myself. It also tracks my time down to the second using agent snapshot which is really nice. It was initially pretty hard to find but once I found it I use it every day.
Recommendations to others considering the product:
It really is a great program. It's really user-friendly and a lot of the stuff that it does seems to be customizable which is nice.
Satellite internet Connection
What do you like best about the product?
Everything works great when connected not at home. It's a great way to connect to people and help them out, when I am at another work location to do my job duties and I am able to connect to the internet using a router.
What do you dislike about the product?
I have satellite internet at my house and the CXone Softphone does not work with my satellite provider. This is the only way to receive internet access from my home, and unfortunately I am unable to work from home, and it would be great if there would be a way to connect to the CXone Softphone via satellite internet and not always using a router to be able to connect.
What problems is the product solving and how is that benefiting you?
I am part of the Census Application Technical Support team and I help clients with their technical question needs. As I help the clients who call asking questions about how they can continue with their job, I learn with them. And when I hear from the clients that they are happy with the support they got it just makes my day.
Recommendations to others considering the product:
Its a great way tot connect to people!
InContact Review
What do you like best about the product?
What I like best with in contact is that it is tracking your time and it is very accurate. I also like the fact that have the option of tracking the break, and lunch time so people don't abuse the system. I also like the idea that you can customize the different status that you can add to nice in contact.
What do you dislike about the product?
The only thing that is giving me a problem is that sometimes when you change your status to break, lunch, available or other options, sometimes it doesn't do it and the only way to do it by closing the window, and relaunch it.
What problems is the product solving and how is that benefiting you?
I am using this service for my job and I am using it to help fellow Floridians. The benefits that I realized is that it is tracking the time so people don't abuse the lunch or break times.
Recommendations to others considering the product:
It is a great service. I suggest that people use it.
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