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My 2021 End of Year Review
What do you like best about the product?
There are some features that I am interested in utilizing. But there are also some issues that we need ironing out first before jumping into something new. I do LOVE the amount of Reporting Data that NICE offers. I like the "?" at the top of each browser page that drops you right into the documentation that explains what you are looking at in NICE In Contact.
What do you dislike about the product?
WFM has been a pain in my side sine May 2021. We run schedules every month and every month something errors out. We then have to issue a Trouble Ticket and wait to meet with a technician. At first it was "Generate Forecast" that we had issues with each month. Now it has adopted itself over in "Generate Schedule" and an error about Weekly Rules keeps popping up even though I have weekly rules set. I If something is resolved one month the next it is something new or the previous issue has popped up and no one can explain what's going on.
Quality Management Updates skewed our QA forms...I have yet to hear back from our account manager with an explaination on what happened even though its was reported beginining of this month.
Quality Management Updates skewed our QA forms...I have yet to hear back from our account manager with an explaination on what happened even though its was reported beginining of this month.
What problems is the product solving and how is that benefiting you?
If you read above under Dislikes it explains my view and experience with this question. I am not satisfied but I did speak to the product feedback department already, so this may be a duplicate from me again. I like being able to voice my opinion about the products I am using so I appreciate having this outlet.
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Has been enjoyable so far :)
What do you like best about the product?
How quickly the application lets me sign in.
What do you dislike about the product?
Sometimes my maxx call agent doesnt work
What problems is the product solving and how is that benefiting you?
Tech issues with customers
Recommendations to others considering the product:
It's a very nice application. It's sleak, fast, and easy to understand. You will have to clear your cookies and cache every now and then, but I'm happy with it.
Sometime not reliable.
What do you like best about the product?
I like the ease of the program, it’s easy to use and change your aux when going form lunch to break or meetings.
What do you dislike about the product?
If you go over your lunch by 1 second you are logged off by a supervisor. Second thing is when trying to dial out sometimes it doesn’t work. I have to log all the way out and back into nice to place an outbound call. Wish it was easy to check the times you were logged in and out during the week.
What problems is the product solving and how is that benefiting you?
This program is used by my organization to make and receives calls into the call center.
Recommendations to others considering the product:
Fix the bugs with being logged out and making outbound calls.
Very reliable phone service its a must have..
What do you like best about the product?
The best thing I like about the nice system is the call quality and I have never had a call drop
What do you dislike about the product?
I really don't have to much bad to say about the system but I would like to see how many calls are holding.
What problems is the product solving and how is that benefiting you?
This is helping me solve my phone quality.
Recommendations to others considering the product:
Try this system it is the best on the market I would definitely recommend this system to any company that needs a quality phone system. I have used numerous phone systems and they have dropped calls and had poor call quality but this by far the best on the market. The only thing that I would recommend for this system is to have the ability to see calls that are in the cue. This can help me with my customer service. I also would like to see a callback feature that would definitely help, also I would like when I call drops does drop which is very rare. The system does not automatically go into disposition I would like the ability to pick between calling the quest back or going into disposition. I have found that to be annoying maybe I'm missing something but I cannot figure the part out. When a call drops I have to do disposition and then go into unavailable and then return callers call, that tends to be a little annoying because sometimes when I forget to go into unavailable other calls come in and I'm not able to call the other person back until I'm done with the new call. Other than that I can't really think about anything else if I do I will resubmit the information. I have put as much information as I can but the system will not accept the comments. I have nothing more to say about the nice system it is a great system and very reliable as well thank you for your time and patience.
NICE since 2018
What do you like best about the product?
the ability to work from home and connect with a great team
What do you dislike about the product?
sometimes the system is a little buggy, overall I'm quite pleased
What problems is the product solving and how is that benefiting you?
I needed a job I could do from home, due to personal circumstances. I love making my own schedule and have enjoyed the experience tremendously
Incontact
What do you like best about the product?
I like that it is very simple and easy to use
What do you dislike about the product?
i have to clear cookies before logging in every day
What problems is the product solving and how is that benefiting you?
i am accepting calls. the benefits of incontact is being able to see calls holding and how many calls youve taken
Recommendations to others considering the product:
make sure you are trained
NICE inContact Review
What do you like best about the product?
I love the NICE inContact's easy navigation and user-friendly format. All the applications seem to work seamlessly whether I am calling, texting or emailing.
What do you dislike about the product?
There is nothing I dislike about NICE inContact. I rarely encounter and problems using the system. I have zero complaints or issues. I would highly recommend NICE inContact to any businesses. I am sure they will find NICE inContact a benefit to their company/organization.
What problems is the product solving and how is that benefiting you?
I have realized how efficient NICE inContact is with communicating with Clients whether I am calling, texting or emailing them. I also have the option of tailoring my individual voice mails to correspond with various outgoing scenarios. The ability to use this feature saves my voice and helps to save time by eliminating required steps when leaving voice mails or composing emails and texts. I just select a template according to my needs and NICE inContact does the rest. What a time-saver!
Reliable and Consistent platform/system
What do you like best about the product?
The InContact NICE tool has a very stable connectivity. We were utilizing the old version of the agent phone and was very easy to switch to the Max application (even before all users were forced to move due to the migration that Ring Central requested). We hardly experience any hiccups which minimizes operations interruptions. Even when we have had disruptions, the support team's response time has been extraordinary: pretty efficient (they solve any problems we are experiencing), they also kept bridges open for additional problems and follow ups. Their technical support was also essential when we re-wrote our IVR, they provided excellent guidance and the product software was easy to install and use to make that internal upgrade happen. Since the upgrade to our new IVR was completed in February 2019, we have not had any problems of any kind with it and has been real easy to make small tweaks in the background as needed. For our quality department, the recorded audio has not given substantial issues to where we need to escalate to the team due to bad or missing audio. Thank you for such great product
What do you dislike about the product?
The tool is not efficient when you're handling a larger call center. Not having a Mass skill option is a letdown
What problems is the product solving and how is that benefiting you?
The Voicemail feature is one of the best tools i've utilized as this makes sure that after hours messages always get answered and pushes accountability to each rep that is taking it
Recommendations to others considering the product:
Recommended for: Ease of reporting, admin side setup, Studio InContact easy to utilize IVR tool, quick technical support.
So many issues.
What do you like best about the product?
Ease of use, easy to learn the system. It is easy to learn how to use.
What do you dislike about the product?
Kicks us out of the system literally every 5 minutes. We have reported this issue repeatedly to no avail. It is horribly inconvenient to have this consistently happen EVERY 5 MINUTES, having to log back in every 5 minutes. We have had no solution to this problem.
Max also has serious issues, it randomly crashes in the middle of calls, will not let you answer calls, and randomly automatically answers calls.
There are some huge bugs that really need to be worked out to increase efficiency and productivity.
Max also has serious issues, it randomly crashes in the middle of calls, will not let you answer calls, and randomly automatically answers calls.
There are some huge bugs that really need to be worked out to increase efficiency and productivity.
What problems is the product solving and how is that benefiting you?
Problems not being solved, due to this face the benefits are few.
The system works great. Almost never have an issue with it.
What do you like best about the product?
It has a smooth-operating system. I've had zero complaints since I started using it back in January 2020.
What do you dislike about the product?
I think it could possibly be a little more user-friendly.
What problems is the product solving and how is that benefiting you?
I'm able to get in contact with all of my clients. I didn't realize I could do so much using a VOIP service.
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