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pretty good, some bugs
What do you like best about the product?
pretty intuitive and easy to use, usually works without any problems. i like that you can schedule unavailable ahead of time. the nice scheduling is a bit more confusing.
What do you dislike about the product?
sometimes if i step away and then come back it stops automattically reducing the background noise on my mic. It also starts feeding back into the headphones where im hearing everything im saying and the bacground noise the whole time and have to restart max to get it back to normal. also sometimes it gets really distorted and the person on the other line complains they cant understand me. There has also been a few times where it starts ringing and wont let me press accept. all these problems are usually fixed by restarting max but it can be frustrating when it affects my job performance. If i lose a call or sell because of those problems it affects my commission.
What problems is the product solving and how is that benefiting you?
scheduling is a great one, the ability to trade or pick up shifts and time off is pretty helpful
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Reporting is a dream, but from an agent standpoint, the site is unstable.
What do you like best about the product?
The dashboard and reports available are so much better and faster than what we had in the past.
What do you dislike about the product?
Agents have a high percent of missed SLA's because they attempt to accept calls, and the site doesn't register, is treated as refused. Common fix per NICE IT. Reboot. Which entails a full logout, clearing cache and cookies on the browser. Closing the browser completely, including unrelated tabs, and then reopening and logging in. Agents do this on average 3 times each shift. As a supervisor, I often cannot accept a transferred call unless I do the reboot first. Not good when you are dealing with an escalated customer.
What problems is the product solving and how is that benefiting you?
The reporting has saved time for management. It's lovely and there is customization. Work force management and the omni channel option is nice.
Recommendations to others considering the product:
If you are a high volume center, don't head in this direction. We miss SLA's because of this product.
At first I thought it would be difficult but its actually a very simple very capable app
What do you like best about the product?
I can call everywhere in the world. I've had to call to Mexico lots of times and I was able to dial it with the + or without it and it new I was calling to Mexico so I never had a problem with the phone numbers.
What do you dislike about the product?
I don't like that I can only have 2 calls at a time. There are times when I would be waiting for hours for someone and I can be calling someone else at the same time that would help solve the issues faster if I could have that 3rd person on the line.
What problems is the product solving and how is that benefiting you?
Being able to call Mexico like I mentioned already. I did encounter a problem though. When I would have a call from a customer and then I put them on hold then call my support and put them on hold and if the customers call would drop, I would not be able to keep my support on the line, I would have to hang up with them too, in order to call the customer back. It happened a few times.
All and all I have had a good experience with INcontact.
What do you like best about the product?
Being able to see all the numbers, calls taken, hold times etc. Also Its very beneficial but something that does not really have to do with taking calls but its really nice the number is now on the computer because you can copy and paste from both the max and the epic system we use. Having a contact book is amazing as well you do not have to search for so many numbers you can just pull them from the contact list.
What do you dislike about the product?
im not sure if its a computer thing or a program thing but I experience lag some times answering calls. It will give me the option to answer but not ring. Then it will ring 3 4 5 times at once. or if you answer there is sometime a delay from when you pick up the call to when it actually answers. Also having to clear the cookies every morning can sometimes be a hassle or the fact there is times where you wont be able to answer calls so you have to clear the cookies trough out the day as well. it would be nice if the ringer came through the computer rather than the head set sometimes it is nice to take the head set off but it gets hard to hear the ringer. (might be issues with the head sets themselves.)
What problems is the product solving and how is that benefiting you?
We have been able to get a better reading of our hold times and when out busy times are as well as other data points. it also gives us access as a team to break times call times of phone duties times helps you manage your self better. But from a personal stand point though it does not really help me solve any problems.
Recommendations to others considering the product:
yes I would. it is a highly effective and efficient system. Its really easy for people to learn and adapt too. great way to gather data.
User Friendly
What do you like best about the product?
I like how easy it is to navigate and to view reports.
What do you dislike about the product?
I dislike the availability to get admin rights and pull reports for myself.
What problems is the product solving and how is that benefiting you?
We have been able to work from home which is an extremely good benefit because we have better attendance in the contact center.
Professional Insight from a Professional User for My Field
What do you like best about the product?
I like the fact you can perform multiple things with Incontact such quick time is astonishing. I can also record my calls and it integrates well with CRM. I like that.
What do you dislike about the product?
I just have difficulties trying to sign in at times and customer doesnt hear sound at time and have to refresh.
What problems is the product solving and how is that benefiting you?
Problems include managing my clients calls in a organized manor in which I can see if calls are being secured and not just having them come in without secure. Thats a huge benefit to help from fraud and insecure information to identify the caller.
Recommendations to others considering the product:
I would for sure mention to others that are considering this to take your time to identify any problems in your current VOIP system that are having flaws and compare it to the features that are displayed for Incontact. Once you identify its features for security or any other things then give it a try. You can try its functionality for at least 30 days and see how it works. keep in touch with the IT dept that handles any issues in the Feedback and they will fix things pretty quick I like that.
The nice inContact is a very useful tool to make and receive calls
What do you like best about the product?
I like the quality of the calls that I receive even when I am connected to Wi-Fi instead of wired internet, also I like the option that I have visibility to see the status of my co-workers on real time, another of the benefits is that the easy going interface allows me to take, transfer and put on hold the calls that I received since I work at a customer service center.
What do you dislike about the product?
Sometimes when I put on hold a call and come back I can't hear to the person and I had to hung up sometimes, another thing that I don't like is that I have to log in in the CXOne to receive and make calls. Something else that i dislike of this tool is that there are sometimes I receive a call the people in the other side is not able to hear me, basically there are connectivity issues that needs to be solved as soon as possible.
What problems is the product solving and how is that benefiting you?
I use Incontact on my day-to-day work to take calls in a customer service center, this helps me to receive calls from customers, also I use it when I have to contact to people outside the organization. We also use this tool to manage the time you expend working, at break, lunch and other different status that we have in our job. With the information received from the InContact reports we can measure the work of all the agents of the customer service center.
Recommendations to others considering the product:
Make sure you have a good connection to internet, it will work very good even if it is a wireless connection
Has everything I need!
What do you like best about the product?
Its very detailed with the information it provides and easy to use.
What do you dislike about the product?
Since it gives me all I currently need, I cant honestly say I dislike something
What problems is the product solving and how is that benefiting you?
Getting in touch with costumers. Very good quality which is great when needed a clear line of comunication
Recommendations to others considering the product:
It is a great way to have an easy line of communication with your customers and a simple platform to navigate.
The userface is simple and effective. However some functions are needed.
What do you like best about the product?
Simpleness of the max app and agents can see other available agents.
What do you dislike about the product?
Minimal functions. No history of account.
What problems is the product solving and how is that benefiting you?
I have experience less delay and it will be nice if we can have the app connected to our NXJ.
Recommendations to others considering the product:
Asked them what the front of house mainly use/need on a phone system. Normally management assure only and don't have firs experience basis.
Fabulous system to use
What do you like best about the product?
i like how easy it is to navigate. How fast it is to receive and make calls. Also that it is very helpful for our patient to receive a call back. An everything is on our computer screening without having huge phone on your desk. This has helped our work environment make our job more easier and so much helpful. We love the system make everything so much faster and way easier to get a call after a call after a call. We can also take call much faster then before. Awesome system!
What do you dislike about the product?
I wished the headset would be wireless it would make it much easier. The system is still not connected to our Epic it isn't pulling up the person who is calling it makes it a little harder to try to get the person pulled up. also sometime the system gets a little slow when trying to answer a call.
What problems is the product solving and how is that benefiting you?
The benefits that this system had made is that we can actually make a call back to patient that are waiting on hold before the patient would have to make multiple call to get to us or wait a long time on hold. This has helped a lot and we can actually schedule/resolve any issues now.
Recommendations to others considering the product:
inContact make everything soo much easier in a contact center. Making everything so much efficient. Great system to work with. Love everything about it
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