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Ring Central
What do you like best about the product?
The call queues are pretty nice and flow simply, the customizability of the Ring Central Desktop Application and the dashboards
What do you dislike about the product?
Call Quality at times, sometimes we see spam callers
What problems is the product solving and how is that benefiting you?
It makes outbound calls simple, plus the sms messaging feature is very helpful
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MULTIPLE PROGRAMS USER - SATISFIED!
What do you like best about the product?
I like that it's google-based and can be accessed anywhere, even on the go
What do you dislike about the product?
not a dislike, but maybe haven't explored it yet. when i go to prebuilt reports>contact history i am able to sort per team (but then all the associates still show up from other teams)
What problems is the product solving and how is that benefiting you?
i like that the calls and the dashboard are in one place. in another time, we used to have an app to monitor the dashboard / queue and another one to listen to calls.
Recommendations to others considering the product:
It's an easy-to-use, one-stop-shop tool!
NICE inContact is a GREAT Tool/Resource in a fast paced enviornment
What do you like best about the product?
inContact is a great resource that allows for managing queues and call volumes in a face paced environment. I use it daily and have loved it since day 1. Moving agents and queues is quick and easy. The reporting layout is customizable - allowing for different views when different needs arise. I appreciate how intuitive a lot of the features are. The message feature is a hidden gem that allows a service level manager or administrator to send messages directly to reps by leveraging the MAX agent. The MAX agent also reminds agents when to go to breaks and lunches and provides duration against their schedule.
inContact also offers robust reporting - whether it is recurring or one time pulls. As someone who regularly uses the reporting to manage in a call center, it is quick and ready almost immediately after I submit for the report.
inContact also offers robust reporting - whether it is recurring or one time pulls. As someone who regularly uses the reporting to manage in a call center, it is quick and ready almost immediately after I submit for the report.
What do you dislike about the product?
I am mostly in love with the platform and cannot think of anything specific to add other than not capping the number of widgets on the reporting view - that can hinder the ability to review some data real-time but there's not much effort to clicking a drop down and selecting the reporting that has the data.
What problems is the product solving and how is that benefiting you?
We are able to move emails through our phone system and this has significantly improved efficiencies as well as eliminated the need for several people working out of an inbox at once. We are able to track the number of emails touched by each agent, how they were routed, marked complete, etc.
Robust System for Call Centers
What do you like best about the product?
I like the Quality Management system. It is very helpful to review calls and coach agents.
What do you dislike about the product?
Connection issues with MAX agent can be frustrating.
What problems is the product solving and how is that benefiting you?
Agent handling times, agent quality, and reporting.
Manageable, Organized, Easily Accessible, Brings Efficiency
What do you like best about the product?
You have a overview of who you are speaking with, you are able to stay on track with commands such as your lunch, breaks, and when in meetings. It's easily accessible and organized to were you won't be confused with your daily task. The product offers a large set of capabilities that are easy to maintain and your able to inform others if the system is down or busy in another location.
What do you dislike about the product?
Would be nice to have a video calling option but the site is modern, up to date, understandable and ready for use once logged into.
What problems is the product solving and how is that benefiting you?
Your able to call back a card holder, you know if you have passed your time frame of your lunch or breaks and if someone is in need of getting in contact with you the person knows where you may possibly be (Training, Special Projects, etc). Your able to contact employee's and managers when needed and also if they are available or not available. They also offer a heads up performance letting you know a incoming call is coming in. Very neat! Perfect solutions for business continuity.
Recommendations to others considering the product:
It's reliable, work friendly, organized, and manageable
It's ok.
What do you like best about the product?
I like the ability to transfer and have access to the IVR. I like the ease of use for the program. The program allows us to stay in contact with our customers and contact them back if the call is dropped.
What do you dislike about the product?
Dropped calls
Muffled calls
Random disconnects from service
Muffled calls
Random disconnects from service
What problems is the product solving and how is that benefiting you?
inContact is used for my job to troubleshoot broadband issues with customers.
Recommendations to others considering the product:
I would consider giving your team time to train on the tool. It may seem easy to use at first glance, but there are some settings like panes, event logs, display settings that may provide a easier use for your team.
NICE inContact makes working from home easy and hassle-free.
What do you like best about the product?
Very easy to use for anyone just starting to work from home. The user interface is very simple to understand and requires very little training to use. All of the features work well and are very clear. There is not a bunch of unnecessary options that often lead to confusion or user-error.
What do you dislike about the product?
The only real downside that comes to mind with NICE inContact is there is sometimes an issue with the dialer lagging and not allowing you to answer calls. The solution is fairly simple with restarting the dialer but this is obviously not ideal. Apart from this we have had very few issues with NICE inContact.
What problems is the product solving and how is that benefiting you?
The transitionto working from home was as easy as it could be using NICE inContact. It is nearly impossible to count all the benefits that have come to the table.
Works fine
What do you like best about the product?
It shows alot of useful information. Like categories.
What do you dislike about the product?
Only 2 calls at a time. If more calls allowed, more groups.
What problems is the product solving and how is that benefiting you?
Solving issues regarding operations.
Great Contact Center Software
What do you like best about the product?
I enjoy the ability to create and view custom dashboards to monitor our service level and customer service agent interactions. At a glance I can view agent history, disposition and length of time for each state. This makes it easy to ensure agents are hitting metrics and adhering to break and disposition expectations. As a staffing agency consultant to our contact center, I frequently use this software for HR, coaching and training purposes. This software works well for this purpose because it allows me to view real time data whether I am working from the on-site office or remotely. I typically keep a tab with my dashboard open at all times, so I can review service level at key points during the day. This software is easy to learn and navigate, which is a great bonus for me. Since I was provided access from my client, I did not receive the full training one would typically receive. However, this proved not to be an issue, as I was able to jump right in and locate all the features I needed. In time, I started to explore additional features and was able to use more portions of the system to better support my client and working associates.
What do you dislike about the product?
The ability to customize many features means that it is a fairly robust system, and takes time to learn how to navigate as a supervisor. As of yet, I have been unable to customize a service level report broken down by day. However, with the capabilities NICE inContact has, I am sure if I had more time to dedicate I could like create one for myself. Since we have a wide variety of call campaigns, there is a large amount of information that is located in the system. For that reason it is complicated to build and create new reports. That all being said, for the purposes that I use this system, I have very little complaints or dislikes. It is well suited to the needs I have to support the contact center.
What problems is the product solving and how is that benefiting you?
NICE inContact allows our contact center leadership to monitor and coach agents. From the time that I began using it, I was able to keep better track of agent hours, manage missed time punches by viewing call logs, view breakdown of disposition codes and percentages and review call history. This has allowed me to better coach agents on adherence and compliance. I particularly like the reporting feature to review hours each agent has spent in the system. This feature has enabled us to add more agent accountability for their work performance. One of my biggest problems that has been solved by NICE inContact is the ability to located and determine missed punch times. From time to time, agents forget to clock in or out while at work, and it is my responsibility to ensure this gets corrected quickly. Using this software I am able to quickly look up an agent's record for a specific day and view their log in and log out times. Since agents must be logged into this software in order to perform their job duties, I can easily see their clock in and out times within this record view.
Recommendations to others considering the product:
For contact center HR and consulting purposes, this is a great fit for me. The ease of access allows for multiple leaders from varying levels to access and review data. As a partner of my contact center client, this software has made my position easier. I have been able to more fully support my client and their associates by becoming integrated into the day to day operations via NICE inContact. My client relies on me to verify agent hours, break compliance and schedule adherence. These requests are able to be fulfilled through the dashboard and reporting options that this software offers. In addition to that, we have a wide spread of users who are not centrally located in one state or country. There are features in place that allow everyone to stay up to date and connected consistently.
nothing is perfect i suppose.
What do you like best about the product?
it is simple and efficient!nothing is perfect i suppose
What do you dislike about the product?
Sometimes you may experience back to back IT problems but nothing is perfect i suppose.
What problems is the product solving and how is that benefiting you?
Reach as many people as possible
Recommendations to others considering the product:
u want something that will work for u not cause problems.
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