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NICE InContact contribute to the new remote work era
What do you like best about the product?
Open fast, has good voice quality and internet stability
What do you dislike about the product?
Lack for a way to split the two sides of the conversation for record separately
What problems is the product solving and how is that benefiting you?
Allow to work from home as it was from the office, client don´t notice any difference
Recommendations to others considering the product:
See all Computer requirements for better stability. In some cases with insufficient memory ram, it is possible to be frozen. But when you have a good ram inContact agent has good strength, although internet velocity has lower in some cases.
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Efficient and proactive.
What do you like best about the product?
The ability to see when are my breaks and lunches. I can also check my other partners' time of availability or if they are in their lunches and break. I can also transfer the contacts for a different department. They also have this feature that allows you to log in before actual login in, which is good for cases when you are late. Due to this, I am able to click on "Auto-Login" and "Remember Password" in order to arrive sooner. I do also enjoy that every chat have different colors, which makes easier to remember which contact or customer your dealing with,
What do you dislike about the product?
Sometimes it freezes when I have more than 1 contact. I hate that I have to click several time on the same contact in order to proceed to a different one. I also dislike that it does not ask you if you want to park an email as confirmation, you just click it by accident and it parks it.
What problems is the product solving and how is that benefiting you?
I can multitask between 3 or more customers. I can also check when was the last time I interacted with them. I can see who texted the last, or how long is my contact. I have access to different shared files from my organization which makes easier to reply to the customer faster. I also have this signature feature and others canned replies where I just have to modify the changeable information.
Recommendations to others considering the product:
Make sure to be patient. Once you click on a contact you must wait a few minutes or either click on the rectangle that has the contact instead of the window that has the contact. It will load faster clicking the rectangle.
I use it for last 2 years, there were maybe very minor one or two incidents but overall i am happy
What do you like best about the product?
it is very user friendly application, you do not get lost in it
What do you dislike about the product?
that much to say about it but there were minor incidents
What problems is the product solving and how is that benefiting you?
we use it at work for customer technical support, i like the part how you can set lang skills for agents
Recommendations to others considering the product:
maybe it can be more user friendly than now but i am overall satisfied
Staying inContact
What do you like best about the product?
The browser based capabilities is the best feature of InContact as there is no additional installation required. The browser based tool allows for quick installation allowing new hires a quick and easy way to get the tool they need. With it's browser based installation there is a much shorter time when starting the tool, no waiting for it to load, no waiting for it to connect, no long waiting for it to shut down if there is a problem.
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By using a known browser this ensures that any troubleshooting needed can be done in an environment familiar with anyone familiar with computer software and even those with limited experience in a well known browser. Any troubleshooting done is simple and quick to complete. Even in the unlikely need for a re-installation the use only needs to remove and reinstall their browser.
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By using a known browser this ensures that any troubleshooting needed can be done in an environment familiar with anyone familiar with computer software and even those with limited experience in a well known browser. Any troubleshooting done is simple and quick to complete. Even in the unlikely need for a re-installation the use only needs to remove and reinstall their browser.
What do you dislike about the product?
I feel the inability to control some of the pop-ups at the user lever leaves a bit to be desired. When you are interacting with the softphone a pop-up will force you to start over and have to acknowledge that pop-up even though you had the phone as your active window. The number-pad support that is present in other softphones is missing..
What problems is the product solving and how is that benefiting you?
The problems solved vary from quick verbal phone support to having to navigate a companies convoluted IVR. A benefit would be how easy it is to check the caller's status and the ease to conference or transfer.
Recommendations to others considering the product:
Nice meets this companies needs with integration with our tools and ease of use for the CSRs who use it.
A great app for communicating
What do you like best about the product?
The app is very user friendly. What you see is what you get. Everything that you need is in the dashboard and all the tools that you might use is in the Max Nice InContact.
What do you dislike about the product?
Sometimes, there can be unexplainable errors that forces my max to restart which can be a big issue when you use the app a lot. On the dashboard, sometimes it does not update real time especially when you are just an agent. On my case, I have supervisor view so I can improvise when my dashboard lags.
What problems is the product solving and how is that benefiting you?
Nice InContact is a very useful tool to Business Process Outsourcing companies. Getting reports for an agent is very useful especially when checking their productivity. This also applies to supervisors since the application shows tabulated reports on all their subordinates productivity.
Recommendations to others considering the product:
You should try the application . The ease of use is one of the factors a company might switch to this application.
inContact is awful
What do you like best about the product?
The upsides are that it disconnects my calls without warning so I no loner have to talk to customers. Also there were a couple days when it was down and I liked that also because I didn't have to work
What do you dislike about the product?
I dislike logging in screen because it is buggy, I dislike how the call routing glitches 9/10 times, I dislike inContact in general. I dislike the dashboard, actually, I hate the dashboard. It is so awful and weird that it makes me queasy just looking at it. I dislike all the extra button features on the agent. I dislike that I have to launch a separate agent. I dislike that it is super difficult to use on my mobile phone, like supremely difficult, there are several tricks to using it on there and I teach my colleagues but it's 2020, it should work on your phone without this many problems. I dislike the agent is a separate popup, I already have a bunch of popups, I don't need more.
What problems is the product solving and how is that benefiting you?
We are using it for customer support calls. The benefits are that it works occasionally and I can transfer calls to my colleagues. Other benefits are that I do not have to pay for it because my company does. If I had to pay for it I would obviously switch to something that worked better and wasn't so buggy but hey that's just what I would do. When you work for a large company you don't get to make these kinds of decisions, you have to work with whatever kind of crap software they give you access to.
Recommendations to others considering the product:
I would highly recommend not buying it or doing a trial. Definitely don't use it and Microsoft Salesbook, you will hate your life
NICE inContact. One of the Best Systems for Telecommunications
What do you like best about the product?
The UI of the Dashboard and the extra items that can be used in this system such as ClearView and WFM IEX. These systems make managing our business so easy. Being able to see call data in this fashion allows us to see trends and prepare for upcoming increased call volume. The features and freedom that we can have with the system really assist with day to day business needs. We have the ability to live listen on calls and assist our agents on the call with ease through the supervisor tool. You can listen, speak with just the agent, speak with the agent and the customer at the same time, and even take over the call from the agent if ever needed. We also make great use of the Contact History that the system provides. This allows us to look for trends and even pull calls at a moment's notice to look for things needed on the call or even to troubleshoot certain issues we may be having such as audio issues.
What do you dislike about the product?
Unforeseen Errors with Max Agent. These can make issues with the current Work From Home period really difficult to make sure what an agent is seeing and how to correct it in a timely manner. There are also issues whenever there may be maintenance that we as users could have issues that day due to needing to reset our connections or even have a feature break that does not allow us to work at full compacity. These are normally caught right away and NICE will work to resolve these as quickly as they can.
What problems is the product solving and how is that benefiting you?
We are able to use this system for reporting that is saving a lot of time. This allows us to pull a lot of data in an instant. Being able to see call data in this fashion allows us to see trends and prepare for upcoming increased call volume. We are also able to route calls in other directions if ever needed. We have 3 centers in 3 different states and this has allowed us to be able to route calls to each other whenever another center is in need of assistance. The recent storms over the last few weeks have made recovering a lot easier.
Recommendations to others considering the product:
People who need data in order to function efficiently. To have an easy system that workers can navigate and not have frustrations due to complicated processes. To allow instant action whenever needed.
Amazing Work Experience with Good Efficeincy
What do you like best about the product?
Best Feature of InContact is, according to me would be systematic ease. making it super easy to use.
What do you dislike about the product?
Not much, but , limited headgears compatibility. Some headgear equipment does disconnects often. However, that would be a problem witht headgear equipment. Couldnt think of anything else. :)
What problems is the product solving and how is that benefiting you?
NICE InContact is helping in eradicating corporate communications lag. Had difficult time in using other cloud contact solutions, some were unstable or diffucult to operate. InContact was a good solution and is super easy to use. It's an awesome collaboration tool. NICE InContact is an absolute Critical technology.
Recommendations to others considering the product:
I would say, keep dcommunicating and giving feedback is important. Do not overlook it, give your reveiw about your problems and even if you like what you have. It makes the service better.
Informative and User Friendly
What do you like best about the product?
What I like most about InContact is the fact that not only can I see incoming calls, I can see them in the prequeue while the caller is still pressing menu options. This simple feature is very useful because it allows me to better prepare myself for that next call. Not only that, it also shows me what type of call to anticipate which is very important when working in a crisis center because you have to know how to greet the next caller appropriately. Very useful for me.
What do you dislike about the product?
One of the downsides of InContact is the some of the premade statuses that you put yourself in are automatically set to time you out of your InContact session if you go past 30 minutes, ex: Lunch Break, Texting, etc. If you are not constantly watching the time, you could be logged out for quite some time and not even realize it. I wish there was possibly a pop up box indicating that you have a set amount of time remaining before the session times out. That would be very helpful.
What problems is the product solving and how is that benefiting you?
The company that I work for doesnt handle too much problem solving tasks with InContact however I do enjoy the prequeue option on the Contact List because this allows you to click on the call and see what number is calling you before you even take the call. It even tells you how long that caller has been holding. This is especially helpful when it comes to repeat or crisis calls
Recommendations to others considering the product:
Definitely a great program to work with and is user friendly. Easy Dashboard to access the necessary components. Also gives you the option to allow the system to remember your log-in which is very useful when trying to log into the database quickly and in a hurry. inContact is very informative when it comes to providing caller information such as phone number and amount of time on hold. Also has call features such as hold, conference, transfer just as you would with a regular desk phone. Definitely taking over the virtual phone game for sure!
Using NICE on a daily basis
What do you like best about the product?
We use NICE InContact at work to ensure we are in a productive state. It also helps us keep track of our breaks and lunches. We use NICE IEX in order to manage our schedules. I love how easy it is to use, clocking in and out of work and although we do not use it for calls anymore, we haven't had any problems with it so far.
What do you dislike about the product?
When we used it for calls, we had issues getting the calls connected or sometimes it would cause them to drop. Whenever an email would come in, at times it would freeze when a call came over (calls having priority) but otherwise it was nice when we didn't have those issues.
What problems is the product solving and how is that benefiting you?
We are able to keep track of breaks and lunches, we also keep track of the time where we are on meetings and huddles as well as when we are having technical difficulties with our systems. I did realize that we are able to share feedback within the app, that helped to resolve a lot of ongoing issues we had when we were taking calls.
Recommendations to others considering the product:
Keep track of team's punches, ensuring productivity. Also being able to track meetings, use it to make calls and send emails to customers.
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