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.
My review
What do you like best about the product?
The interface is intuitive and straight forward.
What do you dislike about the product?
Software performs at a beta level at best. Constant issues with inability to dial out. issues with cx not hearing me as well and constantly disconnecting.
What problems is the product solving and how is that benefiting you?
Pretty much just use it to dial out and record the outcome of my cx interactions.
- Leave a Comment |
- Mark review as helpful
There were some key differences in what we were told we would get and what we got.
What do you like best about the product?
I really like how intuitive the system is and all the education tools available to learn the system. I love studio. I also love the custom reporting in central. I feel like I can get the numbers I need and manipulate in Excel. Reporting is accurate and fast. I also really love the support of a TAM.
What do you dislike about the product?
The commitment feature is awful.. The commitment goes away after on hour if no available time is offered. That is just unusable! I either need the commitment to interrupt calls or sit and wait all day for available time. The QA platform uses internet explorer. Who uses that anymore? It's not secure at all and not an option for us. The ticket system is archaic and I wish there was a mobile app.
What problems is the product solving and how is that benefiting you?
We didn't have very many metrics available with our old phone system so it has been a total makeover of our contact center. Everything has changed. We now have a much clearer view of what is happening withing the contact center.
Reviewing Nice in Contact for work
What do you like best about the product?
That its easy to navigate, fields are clear and defined.
What do you dislike about the product?
Sometimes I have trouble logging in, like right now. Having to shut down and log in over and over again. Happens about once a week.
What problems is the product solving and how is that benefiting you?
Losing contact or calls not connecting, like right now.
Good when good, nightmare when bad.
What do you like best about the product?
- The dashboard we've setup means it's very easy for agents to see any relevant information in real-time
- back before he got moved, our TAM Kurt was a good guy and did try to work his best within the boundaries he had.
- back before he got moved, our TAM Kurt was a good guy and did try to work his best within the boundaries he had.
What do you dislike about the product?
- Every now and again you must clear cookies/cache to login.
- They changed the login screen so the email is on one screen and password is on another. This makes systems such as Lastpass less automated.
- Really difficult to export the data in a useful format
- difficult to automate exporting said data on daily basis in a way that you could actually see daily revenue and any trends in your dispositions.
- issues with viewing dispositions recently (maybe 1-2 months). Have complained about this issue and apparently they are aware but still no improvements. Basically the main (forced) dispositions are all overlapping and so you cannot see what's what.
- I often find the customer support / tech support are very rigid and too by the book. I am guessing InContact is a huge corporation with many protocols the teams need to abide by. I can appreciate this however it means nobody can ever 'bend the rules' or do anything above their pay grade. Has to go through so many layers of support teams and escalated tickets etc until someone who has more power can get things done. I find this way of doing things horrible and does not empower their front line team to make decisions on the spot that support the customer AND the company. It's also massively time consuming and potentially has massive opportunity cost for the InContact customers if the issues are not resolved fast enough. I have had many examples of this over the years but one was so horrific we looked into several other platforms to leave IC. The only reason we didn't was we do not have the manpower/resources to do such a move, so we stayed.
- They changed the login screen so the email is on one screen and password is on another. This makes systems such as Lastpass less automated.
- Really difficult to export the data in a useful format
- difficult to automate exporting said data on daily basis in a way that you could actually see daily revenue and any trends in your dispositions.
- issues with viewing dispositions recently (maybe 1-2 months). Have complained about this issue and apparently they are aware but still no improvements. Basically the main (forced) dispositions are all overlapping and so you cannot see what's what.
- I often find the customer support / tech support are very rigid and too by the book. I am guessing InContact is a huge corporation with many protocols the teams need to abide by. I can appreciate this however it means nobody can ever 'bend the rules' or do anything above their pay grade. Has to go through so many layers of support teams and escalated tickets etc until someone who has more power can get things done. I find this way of doing things horrible and does not empower their front line team to make decisions on the spot that support the customer AND the company. It's also massively time consuming and potentially has massive opportunity cost for the InContact customers if the issues are not resolved fast enough. I have had many examples of this over the years but one was so horrific we looked into several other platforms to leave IC. The only reason we didn't was we do not have the manpower/resources to do such a move, so we stayed.
What problems is the product solving and how is that benefiting you?
- We can speak with out customers.
- Team can see when we're busy and jump in queue to support the team
- Team can see when we're busy and jump in queue to support the team
Recommendations to others considering the product:
- ask for a trial for a month or two. make sure it's what you need and really dig deep into the exporting of data as if you are like us, we require crazy amount of data daily and it's incredibly resource heavy to get what you need
Great software for each company
What do you like best about the product?
What I like most, is how easy is to use it, also it is great to track record and redial to a customer in a easy way
What do you dislike about the product?
I believe that in the main menu we could have all the telephone numbers called instead to show only the last 2 called, this would make our life easier in the case we need to track
What problems is the product solving and how is that benefiting you?
I can contact my customers in a easy way, can change your status with a single click and track the time you stayed in the current status
It is very easy to use
What do you like best about the product?
That it is not complicated to learn. It is user friendly. When making and receiving phone calls, it is very automated, ready to use, and visibly appealing.
What do you dislike about the product?
Not that i dislike it, but the auto wrap notes can be a bit challenging because if you forget to place note, you remain in auto wrap without sometimes knowing. This can cause your time/efficiency to suffer.
What problems is the product solving and how is that benefiting you?
Quality of the calls. Being able to answer customer calls in a timely manner. Easy access to transferring calls to different departments.
Recommendations to others considering the product:
It is an amazing tool that if used can improve the quality of phone calls.
incontact is a mediocre softphone, avaya and other competitors are about on par with nice.
What do you like best about the product?
its an easy softphone. not hard to use but has room for improvement. the transfer to a specific person is a nice feature. I would like to see other feature get added over time. doesn't feel like there has been much development over the year i have been using it.
What do you dislike about the product?
getting harassed by annoying popups about status. they prevent me from being quick and accurate. i find myself having to click on the softphone first just to make sure my next click will actually take. super counter intuitive .
What problems is the product solving and how is that benefiting you?
it solves the need for a softphone. the benefits are that of any softphone. makes and recieves calls via voip. drops its fair share of calls to.
NICE has some unnecessary features, but works fine.
What do you like best about the product?
Likes and recommendations: The most helpful part of NICE is how within it, I can view how many calls i've taken daily. I also do love the statsviewer, although it lags, it is very helpful to have that information throughout the day. I keep the NICE tab open all day because itis so useful and I constantly refer to it throughout my work shift.
What do you dislike about the product?
Dislikes and ways to improve: Current day schedule viewing, Time off Manager, the lag on the statsviewer. It is quite hard to view the current day schedule, although that is what I login to do the most. If I were able to customize the labeling icons for things such as 'voluntary time off' or 'Extra Time" That would be nice, since the current icons are sort of arbitrary.
What problems is the product solving and how is that benefiting you?
I am solving time off issues, and the sometimes tricky situation of shift swapping. I am also solving real-time sales conversion tracking issues with the Statsviewer tool, and I am solving the issue of missing breaks and lunches with on-screen push notifications. As far as scheduling goes, I am solving the problem of being late to work, since I can view NICE on any device, in the situation where my shift has not started yet but I would like to recall when it starts.
Recommendations to others considering the product:
My advice to anyone looking to use NICE inContact is: Turn on notification and use them regularly. They are very helpful so that you don't miss your break/ lunch. Also, view the statsviewer so you can see your stats in real time during your shift and constantly be improving.
Adequate For What I use it for
What do you like best about the product?
It is easy to operate for what I use it for
What do you dislike about the product?
It seems to disconnect multiple times throughout my shift, sometimes people cannot hear me or I cannot hear them.
What problems is the product solving and how is that benefiting you?
Keeping tabs on all contacts and sales leads
Recommendations to others considering the product:
None
InContact review from Lead Commercial Excellence Admin
What do you like best about the product?
The trackability of the calls! I can see calls taken; calls dropped, duration, and recordings of the calls if I need to check some detail I might have missed during the actual call. I can see if my colleges are on call with a customer as to not to interrupt them, more so now that due to the global situation, we are working remote instead of side by side.
I like that there are template reports ready to use without me wasting too much time making one, as well as how it can help me and my time manage our times, as we can see how we are all doing in general and in particular with a glance, thanks to the dashboards. It is easy to get information from incontact, so far I have delved into it.
I like that there are template reports ready to use without me wasting too much time making one, as well as how it can help me and my time manage our times, as we can see how we are all doing in general and in particular with a glance, thanks to the dashboards. It is easy to get information from incontact, so far I have delved into it.
What do you dislike about the product?
Though in the past, there were some issues with my account that lead to having a second one and deactivating the 1st one. The current issue is that I cannot reset my password as no email is sent to my account, not sure why if the link was supposedly done correctly. Currently pending a resolution on this.
Another thing I'm not a fan of is how easy it is for incontact to disconnect and not give any warning, as well as to drop incoming calls, though thankfully, that is less common as time has gone by, yet some coworkers and colleges have reported that they are having issues with the notifications and are working with IT on this. On the downsides, I can say that calls can be dropped by the program from time to time, and a voicemail cannot be set-up as of yet and there have been instances in wich I do not receive a call, even though I'm logged in.
Another thing I'm not a fan of is how easy it is for incontact to disconnect and not give any warning, as well as to drop incoming calls, though thankfully, that is less common as time has gone by, yet some coworkers and colleges have reported that they are having issues with the notifications and are working with IT on this. On the downsides, I can say that calls can be dropped by the program from time to time, and a voicemail cannot be set-up as of yet and there have been instances in wich I do not receive a call, even though I'm logged in.
What problems is the product solving and how is that benefiting you?
Traceability and how easy it is to obtain reports, see who is connected and their status. I can see at a glance what my team is doing, so I do not interrupt them while they could be on a call with a customer.
I have realized though, that the platform does not have guides nor helps to learn how to navigate it nor use it to its maximum, myself I have learned by trial and error what little I know and this would be a great addition to incontact: guides and tutorials to learn how to better use it, how to make reports, how to see and download recordings, how to make dashboards,etcetera... the list is quite large about all the things that can and should be included in such guides and tutorials.
I have realized though, that the platform does not have guides nor helps to learn how to navigate it nor use it to its maximum, myself I have learned by trial and error what little I know and this would be a great addition to incontact: guides and tutorials to learn how to better use it, how to make reports, how to see and download recordings, how to make dashboards,etcetera... the list is quite large about all the things that can and should be included in such guides and tutorials.
Recommendations to others considering the product:
NICE CXone is a great tool to manage calls and time within my team. I like how simple it is to see a resume of how we are doing with a dashboard that can be personalized to your needs. I also like the reports that are preloaded. Support is pretty great too :) and though some problems can take a bit more time, they still get solved in a timely manner. I honestly enjoy how easy it is to use and train new ppl to use NICE CXone
showing 1,171 - 1,180