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Best of the VOIP business phone hotline tools I have used.
What do you like best about the product?
The stability and reliability of InContact impresses me, compared to others I have used (Avaya, and one other, the name of which I cannot recall). There have been almost no service interruptions. The system is feature rich, and it performs quickly, with no lags or glitches.
What do you dislike about the product?
InContact's options for tracking calls can be overly complicated, and I think the window management could be better (there could be better ways to allow one to organize windows on one's desktop). Efficiency is important in a high-volume, fast-paced hotline environment, so it would be helpful if there were more options for controlling when windows pop up and where. I work around this by keeping a window of InContact MAX on one side of my main screen at all times, so I can easily click to accept a call. The option to have it pop up interferes with other windows on my screen, and I have only so much screen space available, so it works best for me to simply keep a window open to one side, but it is not how I would most prefer it. Additionally, I would like InContact MAX to keep an easily-accessible but uncluttered list of prior calls, including category/contract the call applied to, and the length of the call (currently the list produced is limited and does not show every detail I would need for most efficient timekeeping).
What problems is the product solving and how is that benefiting you?
For my work, and from my perspective, the main problem InContact has solved was unreliable service, from our previous vendors. The stability and reliability of InContact is the most important improvement over competitors' systems. My managers also needed a system that provided them with more granular -- more detailed -- statistics about our calls than previous vendors' products, and InContact has helped resolve that problem as well.
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Easy to use, plus feature packed
What do you like best about the product?
I like how simple and how versatile it is to use. Could not be any easier to use on a daily basis. I use it every day and its a great product to be using. It make all my every day tasks that much simpler . I am able to focus on my task at work rather than struggle with my phone system. I have been using it for a few years now so it has evolved over time and getting better.
What do you dislike about the product?
I would say the only dislike is the softphone should have more features. Different ringers, ability to change little things like that. I also dislike that there arent more features like call lists and time stamps of previous calls and how long those calls lasted. I feel like they need to improve little things like that so I can use it for reference more often.
What problems is the product solving and how is that benefiting you?
Have phone service on multiple platforms without any downloads and able to connect with clients on a daily basis. Benefits include ease of use and its simplicity. I have also realized you can see your performance stacked against your team including productivity. This has been a great feature so you can see where you stand. I have also noticed it can be used on nearly all computers and use either a hard phone or softphone or even to your own cell phone which is invaluable. Things like this are huge by allowing so many options.
Recommendations to others considering the product:
Great service to use
NICE
What do you like best about the product?
I like that it is easy to navigate. and it helps our teams keep track of calls, times, and other reports. It has been easy to use from in the office & now working from home. Its helped the training for our company to continue on.
What do you dislike about the product?
There isn't anything in particular that I dislike, but I do wish it had more information for the actual call itself and other options.
I don't know of any recommendations I can provide, as I only use this to track our companies call queues and wait times.
I don't know of any recommendations I can provide, as I only use this to track our companies call queues and wait times.
What problems is the product solving and how is that benefiting you?
N/A. I don't do any problem solving with NICE so I would not know what the benefits of using this product are.
NICE inContact is for users in a call-center environment.
What do you like best about the product?
What is most helpful about NICE inContact? What are the upsides of using NICE inContact? The simplicity of the program when it comes to making calls. I am able to make and listen to calls with ease. It allows everyone to complete calls without having to dial calls or look up numbers. The interface ensures that I know when calls come in and I know exactly how long I leave individuals on hold. It really provides a great deal of information for the user to manage calls going in and out of the office. I used the reports to see if my colleagues are busy with other customers but I can also see how long they have been inactive or how long they have been assisting another client. From what I can tell, it also does not take much computer resources so an older computer should be able to keep up with the amount of connectivity, RAM, and other resources used to keep this application active. I currently have this running on and old Dell computer and it seems to work just fine even with a Citrix receiver that provides an additional lag. Citrix is the biggest issue with is program because the Citrix is logged into a server for my job in another state so sometimes the system slows down but it does not seem to be a problem from the NICE in Contact. Another upside of using the program is that everyone can easily monitor what is going on with each user. If your company desires to listen to calls and gain useful duration and times statistics, this program provides those on a real-time basis.
What do you dislike about the product?
What is least helpful about NICE inContact? What are the downsides of using NICE inContact? The fact that it constantly needs to reconnect to stay active. Sometimes if you are not active for a couple of minutes, the system will automatically log you out due to inactivity, which is not good if you are receiving calls on an infrequent basis. This can become annoying when you are doing other activities and must monitor if you are on or offline. If you are offline, you cannot receive calls at all. The system does not give you an audible notification so you must periodically verify that you are still broadcasting. I have noticed that typically it will kick you off after one hour of any agent leg. If you do not hit the connect button you will appear to be logged out and anyone monitoring your calls will see this which can make it look like you are avoiding calls. Anyone who sits in and not connected agent leg can sit there unknowingly which is bad for the person who might have to explain why the leg in not connected. To make this better, the program should provide an audible notification that would continue to sound until fixed. There should also be another notification by bringing the page to the front so the user can see what is going on and quickly fix it. Again, the biggest downside is the agent leg that must always be connected if you want to retain any useful characteristics from the program. I personally monitor my agent leg so that it does not disconnect and I am able to receive calls. If the agent leg disconnects, you cannot connect to a call and it will actually state that you refused the call which means you will have to explain to somebody that your agent leg was down and you did not refuse the call. Besides the application dropping your agent leg, it will also log you out of the website. If you do not monitor the website, it will log you off whether you are active or not is not a factor. The system only allows you to remain logged in for a certain amount of time before you must extend the session or re log into the system.
What problems is the product solving and how is that benefiting you?
What business problems is NICE inContact helping you solve? I use it to make and receive calls from clients. The best benefit is that it provides several parameters to measure the efficiency of my communications. The system can make several reports to compare the calls from one user to another. Nice inContact also provides a great platform to access colleagues remotely. I am able to find names in a search, then dial them without knowing their direct phones. This comes in handy when you are on the phone with a client and want to transfer or add the person by conference to perform a three way conversation. One of the best features is that you can broadcast in different modes. Sometimes you can be unavailable, so you do not accept calls or you can be available to accept calls. The best thing is that you and others can monitor how long you stay in these modes to ensure that you do not stay in the unavailable mode too long. Beyond the ability to make and receive calls, I do not use it for anything that cannot be done by other programs such as Teams, Skype, or Zoom. My recommendation would be to use a website to access the phone system and have the NICE inContact reside within the website browser instead of using an additional pop up that does not provide much additional information to the user.
Recommendations to others considering the product:
What advice do you have for those looking at NICE inContact? Try several ways of communicating your needs to the owners of this program. Do not assume that it will provide you certain benefits unless it has been used to deliberately provide those gains for your organization. I feel that it provides a streamlined approach to fulfilling the call center activities that most agencies will need to communicate remotely. The largest aspect of the functionality of this program is the ability to reach remotely while still have the ability to interact with colleagues in a face to face arrangement. I have not tried other similar programs but if I had to assume others provided a similar experience then I would use this program for other businesses that I own. That is to say that only if everything else was the same such as price and other parameters. If had to pick from other options I would definitely view this as a viable option. I do not have any recommendations for this program as I am not an expert on items such as this.
Glitches and lots of Restarts
What do you like best about the product?
I am able to obtain pertinent information about each of my agents for their job performance, time management, statuses they use throughout the day, see if they have refused a call, transferred a call as well remove them if necessary.
What do you dislike about the product?
There are so many glitches within the platform that constantly require a restart of the program that are time-consuming. It freezes at times, takes to long to load if switching between tabs as I have at least 3 open at all times to watch multiple agents as well run reports. If I double click to explode open the agent zoom it takes too long to load. When you hover over the call within the agent zoom it does not always show what type it is, only on some of the calls and if it is a refused call it gives no info there which would be very nice if it did. When setting up your personalized dashboard it is very cumbersome and difficult to manage. The panes/boxes do not move into position as you would assume, it takes some time to master this and then it doesn't always work out as you would like. If you need to enlarge one of them as agents log in you have to keep your fingers crossed it will work as you have to drag down the bottom of the pane/box you are trying to make bigger and it never works the first time rather the 50th time.
What problems is the product solving and how is that benefiting you?
The ability to go back to previous days to look at the times of each agent per day to see what their performance was as well the reports you can run. I have found ways to look up information per agent per day to verify login & logout times, who they have transferred calls to, how long it takes them to answer a call if there are no technical issues, track incorrect call transfers by agents to be coached on this behaviour, run reports on refused calls and even look to see if it was agent or system that caused the refused call. I have even been able to track agent behaviour for work avoidance.
Recommendations to others considering the product:
Make sure you have help setting up as it can be complicated to do at first
Nice app, with very powerfull analytics tools
What do you like best about the product?
Wide functionality, variety of pre-configured reports, user-friendly interface. it took 1-2 days to get familiar with it.
We are widely using it within our tech support communications.
After 2 years of experience. I can state that this is very reliable solution for your call center.
We are widely using it within our tech support communications.
After 2 years of experience. I can state that this is very reliable solution for your call center.
What do you dislike about the product?
It will be great to have mobile app for android. Sometimes we really need to get access from mobile phone.
What problems is the product solving and how is that benefiting you?
I am measuring and managing load across all agents. Making and receiving calls, conferencing my mates. The best benefit is pre-configured reports and wide manageability.
Review Nice in Contact
What do you like best about the product?
That you can see who is connected and request support either by communicating with a department or escalations
What do you dislike about the product?
That sometimes the phone does not have audio and sometimes it is difficult to reestablish to be able to receive calls correctly and the calls I made during the day or some other date are not seen.
What problems is the product solving and how is that benefiting you?
It is a practical and easy-to-use tool, you can transfer calls, make conferences, consult with other departments, you can see which departments and who are connected and the colors are colorful.
Recommendations to others considering the product:
I recommend using the tool, it is a good work tool.
Nice review
What do you like best about the product?
It is easy once you get logged in, you just click status.
What do you dislike about the product?
That when you are booted out of your vpn, it holds it against you in NICE-- sometimes you don't realize that you were booted for a few mins.
What problems is the product solving and how is that benefiting you?
It links to our clock- but sometimes they do not line up due to vpn issues.
Overall Does The Job
What do you like best about the product?
I like the ability to customize the reporting
What do you dislike about the product?
I would like to see better layouts and an option for a very condensed version where I can see lots of info in a small window. Also, the call recording filters are cumbersome, a better designed UI would be great!
What problems is the product solving and how is that benefiting you?
We utilize the platform to identify agent statuses and run reporting to identify outliers.
Recommendations to others considering the product:
To test out the software to be sure it aligns with your needs, the software works but could use some UI improvements.
Powerful Phone Solution
What do you like best about the product?
The thing I like the most so far about it is its ability to read tone in a call as well as cut out all the dead air time automatically. We are just getting familiar with all the new features however its leagues above the last phone system we used. We are about to start using the built in chat function as well with the bot to help drive calls down. So what I like best are the rich features we get to make my day to day easier.
What do you dislike about the product?
The only dislike so far is not the fault of the system but because its just difficult to learn a new system and all the quirks that might go along with it. Agents will always run into issues and so far the actual bugs we have found are addressed pretty quickly. That was the biggest issue with the previous system we used was the support and so far their support is better. The PTO scheduler needs color codes to separate skills.
What problems is the product solving and how is that benefiting you?
QA's have been streamlined a little and the QA features built in add to the coaching conversations. It also has a lot of nice visual reports and data to help the agents easily absorb the information. The dashboards are easily customized and again visually pleasing which makes them easy to read. The built in PTO manager does not work well for us since we are not able to easily see what people are out based on skills so it would be nice if we could color code all the agents so we know what skill they belong to.
Recommendations to others considering the product:
The one ask so far would be to add the ability to add color codes to the list of agents on PTO since it shows the entire team and we cannot easily determine who is off in your skill to request time off accurately. Because of this, we do not use the PTO scheduler and continue to rely on the Outlook calendar which is another tool we would prefer not to have open.
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