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Awesome platform, lets you meet several aspects at one time
What do you like best about the product?
You are able to talk, write and do several actions at one time
What do you dislike about the product?
That the Agent Leg keeps disconnecting, when online with the members
What problems is the product solving and how is that benefiting you?
The ability to service customers quicker
Recommendations to others considering the product:
Use nice it is very good software
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Great features for call center and reporting tools
What do you like best about the product?
NICE inContact contact center has many of the reporting tools that I need and a lot of ability to pull custom reports by technician, group, or campaign. Survey ability at the end of a call is great to see how agents are are doing with customers. Supervisor view with ability to listen to calls, monitor, barge is very handy. Getting call recordings to train and educate techs is great. Helps us all be better.
What do you dislike about the product?
No a failing per se, but we don't use some of the features and it limits our ability to use NICE inContact. Once we get it all integrated I think it will be the best system we have used to date.
What problems is the product solving and how is that benefiting you?
What agents are not performing up to task. Giving better customer service with surveys and ability to listen to calls for training purposes.
Recommendations to others considering the product:
Give it a try, the feature set far surpasses many of the competitors and it is a great product for technicians. Good features to keep track of and help your service.
Great Program
What do you like best about the product?
I like that we can see which skills we working and how many people are waiting in the queue.
What do you dislike about the product?
I dislike that the number in the queue isn't always accurate to the skills you are assigned. Ex. the # shows 25 but once you click to see how many are in queue for each skills the # is different.
What problems is the product solving and how is that benefiting you?
Answering questions about background checks.
Can seem piecemealed at times, but overall very good
What do you like best about the product?
All settings and changes that need to be made can be done so in one place.
What do you dislike about the product?
The Help Center. Unless you use the exact wording that they do in terms of different things, the help center will return no results. Thankfully they have added the community section as of late as I have found more helpful information there.
What problems is the product solving and how is that benefiting you?
Being able to centralize all of our communication channels in one place instead of having multiple providers for things like QA, Chat, and Email.
Recommendations to others considering the product:
Do extensive research on the vendors used and try to get a demo before committing.
My IN contact Experience
What do you like best about the product?
What I like best about in contact is that is user friendly and the call quality is excellent. I can hear my applicants cleary, and they can hear me clearly as well. I also love the fact that I can see if my coworkers are actually available before transferring a call to them. My clients love that I can see the number they are calling from, and I am able to redial them right back. I also love that it gives me different options to go unavailable such as to do Training time, Admin time, or even just Lunch/Break time. Also it's so nice to not have to constantly pick up a phone receiver, all I have to do is push a button and answer, and love that I don't necessarily have to wear a headset. It's been a huge asset to our company and has made out guest experience and customer service reviews sky rocket.
What do you dislike about the product?
The only thing I can say I dislike is how often the agent leg seems to disconnect, that can be a bit troubling when I have incoming calls, but it is an easy fix.
What problems is the product solving and how is that benefiting you?
During this crazy time with Covid IN contact has been such a huge help is allowing us to work from home in a safe germ free environment, it's an excellent internet phone system. Other than the call clarity and how well the system is but together, the benefits really explain themselves. As mentioned before this program has made our reviews skyrocket as well.
Recommendations to others considering the product:
I would say that you should definitely chose this program, it will be a huge asset to your company and will improve your call clarity and quality.
NICE InContact
What do you like best about the product?
The overall ability that NICE Incontact provides. As a business and specifically operation a contact center we want the ability to look at in depth agent activities, call patters and projected activitites through the day. What we see is how we can best paln as a business to put the executives at ease when looking at the Contact Center. There is so much about the tool that I like, the ability to plan your personnel and then also use automation to provide shrink like PTO, VTO and coaching makes the environment better for our agents and better for our customers. We are very happy to be partnered with a business like InContact and we look forward to continuing our partnership with them in the future
What do you dislike about the product?
There aren't many things that I dislike about the tool. I think that it was challenging to onboard are a multi center location, but all software changes result in hardship. InContact was there with us to help with the process. The other thing I dislike is that it was difficult for us to provide the necessary training to our agents when they were first starting and after the initial wave it got better but was challenging at the start.
What problems is the product solving and how is that benefiting you?
The biggest problems we are solving is interval level forecasts. It is enabling us to better plan as a business and really provide a top tier service to our customer while remaining cost conscious.
Recommendations to others considering the product:
Continue building out the platform
The transition to NICE inContact was seamless for me and my team.
What do you like best about the product?
The ability to search and research easily due to the parameters provided.The ability to have all of the components required to do my job housed in only one application has increased our productivity significantly.
What do you dislike about the product?
Very minor, but the sizing of the window in a report I usually frequently. Has me scrolling to see Master ID and handle time each and every call.
What problems is the product solving and how is that benefiting you?
Because of the ability to export reports I can easily manipulate the data in a spreadsheet to identify issues (ie. handle time, unnecessary transfers, etc...)
Call Center Review
What do you like best about the product?
Streamlined and easy to navigate, clearly identifiable information
What do you dislike about the product?
Some slow when tech hiccups occur, sometimes difficult to receive troubleshooting advice
What problems is the product solving and how is that benefiting you?
Call routing and service levels have improved
Getting Connected
What do you like best about the product?
I am able to monitor SLA and see who are logg in
What do you dislike about the product?
There were times that it has tech issue when trying to log in.
What problems is the product solving and how is that benefiting you?
On a business perspective, I am able to fulfill the ample manning of the day
InContact Reliability
What do you like best about the product?
inContact is generally stable and is easy to navigate.
What do you dislike about the product?
During the initial roll out inContact was unstable for several months and had several glitches. From time to time we still have outages but they aren't frequent.
What problems is the product solving and how is that benefiting you?
The whisper and barge functions are nice.
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