Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Call center
What do you like best about the product?
I like the ease of use, specifically how easy it is to view reports and navigate the log in site.
What do you dislike about the product?
I dislike the interruptions in the connection between the salesforce agent and nice in contact.
What problems is the product solving and how is that benefiting you?
I have realized the benefit of being able to view my daily logs.
- Leave a Comment |
- Mark review as helpful
Great program, but agent leg is a bit of an issue.
What do you like best about the product?
I like the fact that the phone is on your desktop. There's no additional wires or cables. It works with wifi.
What do you dislike about the product?
I tend to have trouble with the agent leg disconnecting. I also dislike that I am unable to dial out in wrap up mode.
What problems is the product solving and how is that benefiting you?
I work in a call center. NICE ensures that I can provide optimal service.
Recommendations to others considering the product:
Fixing the agent leg disconnecting is the only thing. When the Agent Leg disconnects, even when reconnected, the sound goes.
NICE is a great program!
What do you like best about the product?
That I can put patients on hold and on mute. I also love how i can see exactly how long I've had the patient on hold. I also like how you can turn off the ringing option. I also like how if you're having any issues, you can submit a ticket. I love how I can always see and have access to my stats and daily performance. I can also see how many other employees are in my skill set also taking calls.
What do you dislike about the product?
I don't like how you cant add more than 3 people to a call. I also wish that In Contact would redo the interface on MAX. Max is just a simple blue rectangular application. I just feel it could look nicer if it was worked on. I also don't like how sometimes MAX will lag after I use the disposition feature. I don't like how when a caller hangs up, it puts me in the Auxiliary code for "held party abandoned". I feel like after a caller hangs up, it should automatically go into the next call.
What problems is the product solving and how is that benefiting you?
When a patient can not speak English, it is a great tool to call an interpreter on a conference call. I also love how I can see my agent reports at the end of a very busy day. I also like the face that i can see exactly how many calls are in Queue. Its just overall great in helping me to connect with my patients.
Recommendations to others considering the product:
Keep on using this great product!
Highly functional, works from anywhere
What do you like best about the product?
It does everything I need it to do. Very flexible, giving me the opportunity to work from home or office with no difference in functionality. Logging in is quick and easy. It stays out of the way and makes it easy to provide superb customer service. The program is web based and very stable allowing me to focus on customer service and not worry about the technology behind it.
What do you dislike about the product?
Critical functions are not as intuitive as I would like. Placing someone on hold while I call a 3rd party or transferring caller to another skill often feels like I'm teetering on the edge of losing my caller because I'm not sure if I'm using the correct command.
What problems is the product solving and how is that benefiting you?
It just works for all of what I need to do. It handles live calls and voice mails very well. I can do transfers and holds while I make other contacts with ease.
Recommendations to others considering the product:
Try it, you won't be disappointed.
This system makes the work flow easier and avoid unnecessary waste of time while on the phone.
What do you like best about the product?
In my personal experience as Customer Service Supervisor it makes easier to monitor my agents and being aware of what they are doing even in a remotely position.
What do you dislike about the product?
Nothing to add is very useful but maybe you can fix your server because sometime is slow or it stop working. Some time we have found that while it is operational our team report lot of problems what cause to our associates to stop working because it can't continue, most of the time we need to close it and open it up again until it works
What problems is the product solving and how is that benefiting you?
Call control, Agents working or not, absences, time off the phone. I can certainly do anything
Incontact is an easy way to conduct business.
What do you like best about the product?
I love how easy it is to pull reports and dial calls out. I believe that the dialer is quite efficient and gets through my calls with such ease. Customers manage to reach us a sa company with ease.
What do you dislike about the product?
For my line of business, I find no downside.
What problems is the product solving and how is that benefiting you?
With my reports, I am able to keep an eye on my teams productivity.
Recommendations to others considering the product:
Just use it. Its organized and probably the best system if you need it for a call center industry.
InContact Review
What do you like best about the product?
How you can sync this software to your phone.
What do you dislike about the product?
When a call is transferred to your phone it puts you in a code that basically blocks you from receiving any calls until manually changed. Sysoutage I believe it is.
What problems is the product solving and how is that benefiting you?
Solving issues with technical support. Benefits include a very easy system of transferring/receiving calls. Very straight forward.
Excellent tool for real time management and WFM needs
What do you like best about the product?
I am very happy with the tool functions. Very user friendly.
below are some of the best features which i liked about the tool:
Workforce Intelligence.
Real-time Reporting and Dashboards.
As the Administrator CXOne/inContact is easy to use creating skills, users, profiles.
below are some of the best features which i liked about the tool:
Workforce Intelligence.
Real-time Reporting and Dashboards.
As the Administrator CXOne/inContact is easy to use creating skills, users, profiles.
What do you dislike about the product?
Certain areas where it can be improved is skilling options basis campaign, alert management system for critical queues if they go below a threshold etc.
What problems is the product solving and how is that benefiting you?
Realtime management of queues handling. WFM as overall
Recommendations to others considering the product:
Its very nice and easy to go tool which everyone should consider, alot of improvement in reporting and analytics we have observed since we start using it
It's fairly easy to use, as well as helpful when it come to tracking calls
What do you like best about the product?
The clarity of the voice volume is good.
What do you dislike about the product?
What I disliked about in contact are the few times it has frozen or had a call come in and there was no way to answer the call.
What problems is the product solving and how is that benefiting you?
The times I had problems with refused calls, ever since the cockies have been cleared it runs goods for me.
Recommendations to others considering the product:
Show more trainings on how to use the portal as and check history calls.
A fast and user-friendly alternative for a simple process: inContact
What do you like best about the product?
It's simple, compact, well-equipped, user-friendly and so easy to use. Verizon created an stable and well organized environment for a simple process and our everyday: taking calls.
What do you dislike about the product?
The only inconvenience is something that can be know as the Achilles heel, when you press F5, either mistake or wanting to refresh the web-page for any or other reason, the system drops and the next call won't be able to listen to what your're saying. Can you improve a little bit he interface of MAX so the microphone can be controlled from there? Also you can add another phone tone to MAX, or colors. Also can you improve your agent pre-bulid reports?
What problems is the product solving and how is that benefiting you?
I take call from the continental US from a warehouse-sales multinational. I actually have a great time using this environment. I really enjoy looking at my stats at the Pre-Built Reports section
Recommendations to others considering the product:
Please be aware that it has some things like the simplicity of itc and certain connectivity issues when working from home.
showing 1,121 - 1,130