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Recommendation
What do you like best about the product?
Easy to learn and very user friendly most of the time
What do you dislike about the product?
Sometimes it will freeze up but 99% of the time all works fine
What problems is the product solving and how is that benefiting you?
Outbound calls are easy to place
Recommendations to others considering the product:
na
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User Friendly
What do you like best about the product?
Easily access multiple platforms to call patients. As a softphone, it operates smoothly and hasn't dropped calls with patients. I rarely need to use my desk phone anymore due to NIC
What do you dislike about the product?
Connectivity glitches at times, sometimes I have to reconnect headphones/log out and log back in. I have had calls where patients couldn't hear me or it can't connect to the agent which can be frustrating at times
What problems is the product solving and how is that benefiting you?
Calling patients from their home zip code so they are more likely to speak to us. Softphone capabilities make working remotely much easier
Recommendations to others considering the product:
Be sure to stay consistent with having headphones plugged in and/or VPN access as connectivity tends to vary depending on that
Good transfer methods
What do you like best about the product?
The transfer of calls is very user friendly
What do you dislike about the product?
Can't transfer to a third party while other parties on the phone
What problems is the product solving and how is that benefiting you?
Transferring to the right dept to handle what issue is required.
Recommendations to others considering the product:
N/A
Great versatility with quirks abound
What do you like best about the product?
NICE inContact is fairly user friendly. It has the ability to integrate with any web service, and does so well if you have the know-how. NICE inContact Studio is very easy to start with, as a programming-lite interface. The reporting options are plentiful.
What do you dislike about the product?
Once you begin to push NICE inContact too far, you'll see the limitations. There is often an arbitrary split between what is configurable by the user and what is gated by NiC themselves. An example is the proactive dialers -- there is no way to set up a different rest period between each dials -- you have to create a repository for dial times in a CRM or database, then override the retry datetime every time a dial is attempted. Studio also generally has great documentation until it doesn't. Many default variables are documented nowhere, have more exceptions to the rules than followers, and are named inconsistently, or behave differently between media types. When used as a contact center solution, aligned with the ways that the platform is designed, it is a fantastic product. Do no lift&shift your existing functionality to NiC and expect it to work the exact same way -- that is a recipe for disaster.
What problems is the product solving and how is that benefiting you?
I have been implementing almost solely NICE inContact solutions and NiC integrations with other platforms (databases, CRMS, etc.) for almost three years. It has modernized countless small business contact centers and increased efficiency and user-friendliness both to agents and admins.
Recommendations to others considering the product:
Be sure to get a product demo. Ask specific questions about what it does and doesn't do.
Really powerful, but sometimes finicky
What do you like best about the product?
Its ease of use, and the amount of information it gives me for reporting. Visually it is really helpful to look at inContact at a glance, and gather the information I need quickly and efficiently.
What do you dislike about the product?
Calls fail to initialize frequently, inContact will have lag spikes causing a delay in calls, or calls to be completely dropped. Granted, this only started to become an issue during the pandemic, so I'm sure a lot of the issues are due to the influx of traffic and strain on the infrastructure.
What problems is the product solving and how is that benefiting you?
It's not as reliable as it should be
Recommendations to others considering the product:
Increase stability and lower latency. The feature set is great, and it's super intuitive to work with. Also possibly extend compatibility with different browsers (e.g., Edge/Firefox/Opera/etc)
Nice inContact has been helped us implement a new and successful WFM and Reporting System
What do you like best about the product?
I love how much visibility we have on our active calls and agents. The reporting is very intuitive and allows us to view any kind of metric we are looking for. We use it for individual agent states, as well as team stats. We actually use Nice In Contact across our three brands, as well as across various countries. Not just in the US, but also in Canada, Latin America, and across Europe.
What do you dislike about the product?
The shift bidding process can be finicky for us. The ranking system is not very clear and weekly shifts seem to be randomized, it doesn't allow agents to shift on individual days.
There was a time where we were open on Saturdays, but all of our agents do not work every Saturday. We only require our agents to work 1-2 Saturdays a month, and we have them on a scheduled rotation. The only way to make that work for us was to manually create the Saturday Schedules. there was not a way to create an automatic Saturday rotation.
There was a time where we were open on Saturdays, but all of our agents do not work every Saturday. We only require our agents to work 1-2 Saturdays a month, and we have them on a scheduled rotation. The only way to make that work for us was to manually create the Saturday Schedules. there was not a way to create an automatic Saturday rotation.
What problems is the product solving and how is that benefiting you?
Better reporting and visibility on our metrics and contact data. We have been able to see more about our call times. We have also been able to have more clarity on our volume forecasting and call planning. This has also helped us with our staffing plans.
The scheduling is very intuitive for the agents. They can quickly and easily view their schedule, ask for time off, or submit a shift trade request.
The scheduling is very intuitive for the agents. They can quickly and easily view their schedule, ask for time off, or submit a shift trade request.
Recommendations to others considering the product:
Discuss the current way you do scheduling in high detail before deciding. Make sure it works. Make sure you are ready to make a possibly scheduling culture shift for a growing company.
A solid system for customer service and tracking phone activity in a call center
What do you like best about the product?
I enjoy the ability to see the calls as they arrive and get real time feedback. I enjoy the overall platform and think that it helps with the workflow and insight you can't get on your own without something of this caliber.
What do you dislike about the product?
The biggest shortcoming is in that when using the CRM plugin, I lose the functionality that comes with the standalone agent. That could be upgraded.
What problems is the product solving and how is that benefiting you?
I am able to look into calls in real time and see where we are having issues and where we have room for improvement. I can monitor rep activity and see who needs help or who is doing a great job and can be praised.
Amazing produc
What do you like best about the product?
I like the customer service they provide! They also have amazing tech support. Even though the pandemic they have done an amazing job. I highly recommend anyone looking for a phone system to go no farther. Their dialer feature is also a game-changer!
What do you dislike about the product?
At first, the product seemed like they had just put a new system right over the top of an old system. But they have done some updates and really made the program feel easier to use.
What problems is the product solving and how is that benefiting you?
One major problem that we had here was time management. Meaning our CSR's would often have tons of downtime. while they were waiting for a call. With the dialer feature, they allow blended work. So when my CSR's are sitting waiting for a call they are dialing out. With this change, we have been able to put more calls on the board for our techs. meaning more revenue!
Recommendations to others considering the product:
I would use this company 10 times over again if given the change to choose again! From the customer service to features of the product! there is really not much you cannot do with this software. You can even use it to track employee's hours if needed. This software also gives you a complete look at any CSR's metrics and how they are spending their day.
Convenient, but still needs some work.
What do you like best about the product?
I like the portability of the phone system. You can have your work phone anywhere.
What do you dislike about the product?
It is a little clunky in how it works with the Max & Soft Phone having to work together.
What problems is the product solving and how is that benefiting you?
We have used this for remote and onsite work. It is easy to track who is available or if they are working on something.
Recommendations to others considering the product:
Voicemail functionality may not be available or work correctly
Flexibility is great for the ability to work from home, on the road, or in the office.
Flexibility is great for the ability to work from home, on the road, or in the office.
SUPERIOR SYSTEM
What do you like best about the product?
INcontact has an easy to use sign-in, and the dispositions are helpful. I enjoy tracking my day as well.
What do you dislike about the product?
Occasionally, the system will drop calls
What problems is the product solving and how is that benefiting you?
efficiency with handling customers needs
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