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Mixed success
What do you like best about the product?
I think the company likes the system because it seems that their interface and the possibilities for quality assurance are good. From the agent side I like that the MAX window is small and not obtrusive when you have two screens. I also am very glad that calls will (usually) pop a client file in our filing system, because that minimizes search times.
What do you dislike about the product?
We have had issues with all of our autodialers. Agents will connect to a live client and the call will immediately end itself on a fairly regular basis. NICE struggles to differentiate voicemails from live calls at times, and the system disconnects seemingly at random. Since I am only seeing the software from an agent perspective I do not know how prevalent the problem truly is, but it seems to be fairly widespread.
I also wish there was a way that agents could see our own call history. It is a little frustrating that once you end a call you cannot see the timestamp for when it came in or other data about the call, and that history only applies to the last 2-3 calls in that day's session. Any kind of caller ID would be helpful, especially since the does not always pop the client file immediately.
We also have had some concerns about incoming voicemails, although I do not know how much of this is from company-wide settings versus a limitation of the program. There is no file pop when receiving voicemails, which leads to extra time searching for the client who called. There is also no indication except the split-second initial incoming notice to indicate which agent the voicemail was originally intended for. This has caused quite a bit of confusion and searching. It especially does not seem to make sense to redirect a voicemail with no live client on the line to a different agent from the one it was intended for, since there is no client waiting on the line for an answer. Voicemail forwarding does not seem to work either. While I have the option to forward a message to another agent, I have never actually had it go through to them. The message just disappears, and there is never any option to save it outside the program so I can send it elsewhere. While I am sure the company has access to these, it is impractical to reach out to an admin every single time to ask for this data, especially since it happens on a fairly regular basis.
I also wish there was a way that agents could see our own call history. It is a little frustrating that once you end a call you cannot see the timestamp for when it came in or other data about the call, and that history only applies to the last 2-3 calls in that day's session. Any kind of caller ID would be helpful, especially since the does not always pop the client file immediately.
We also have had some concerns about incoming voicemails, although I do not know how much of this is from company-wide settings versus a limitation of the program. There is no file pop when receiving voicemails, which leads to extra time searching for the client who called. There is also no indication except the split-second initial incoming notice to indicate which agent the voicemail was originally intended for. This has caused quite a bit of confusion and searching. It especially does not seem to make sense to redirect a voicemail with no live client on the line to a different agent from the one it was intended for, since there is no client waiting on the line for an answer. Voicemail forwarding does not seem to work either. While I have the option to forward a message to another agent, I have never actually had it go through to them. The message just disappears, and there is never any option to save it outside the program so I can send it elsewhere. While I am sure the company has access to these, it is impractical to reach out to an admin every single time to ask for this data, especially since it happens on a fairly regular basis.
What problems is the product solving and how is that benefiting you?
It has been useful for remote work to have a desktop phone service, and I think the company has enjoyed the quality assurance we can do with the system through call recordings.
Recommendations to others considering the product:
Thoroughly review it from both a company and an agent perspective. It should be useful for the people who use it every day.
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InContact Review
What do you like best about the product?
Navigating the system is fairly simple to figure out. Once the user completes a few actions to make updates once or twice, navigating around the interface is fairly simple.
What do you dislike about the product?
There are some areas where functionality is limited. If there are lots of skills or areas that need to be updated, a mass update feature would be useful. There are times where making administrative updates are too long and tedious to maintain.
What problems is the product solving and how is that benefiting you?
We are working on several resolutions including preventing records from being stalled in PC, along with preventing records from loading into multiple skills. We are seeing an increase in our contact rate and overall attempts to our prospects.
Recommendations to others considering the product:
Try to simplify areas where you can
Review
What do you like best about the product?
I like that I can see how many are in Queu
What do you dislike about the product?
I dont like having to reset cache constantly
What problems is the product solving and how is that benefiting you?
Ive realized that I can put people on hold
Recommendations to others considering the product:
N/a
Absolute Tool for Activity Monitoring
What do you like best about the product?
One-click sign-in, Data export and extraction and Real-time activity monitoring
What do you dislike about the product?
Very technical interface - I'm not that confident during the first time since I have to navigate to figure things that I need.
What problems is the product solving and how is that benefiting you?
Real Time Monitoring - In the current situation where everything is virtual. This tool is a good-friend.
Recommendations to others considering the product:
Better contact one of their sales team, asks for trial and maximize.
Great features and easy to use
What do you like best about the product?
We are able to use many different types of contacts. This is great for helping us prioritize tasks. This product is also great for tracking performance.
What do you dislike about the product?
I have noticed some glitches in the system. Occasionally, the max agent will glitch after a phone call and will be unusable. The user will have to log out and log back in to fix it. It isn't a huge deal, but can be annoying.
What problems is the product solving and how is that benefiting you?
NICE inContact has helped us with organization and tracking productivity. It is great for automatically assigning tasks to team members. It has benefited our team by helping us become more organized.
Recommendations to others considering the product:
It is a great product that will help your business with organization. It is user friendly and easy to use. The dialer system is great for automatically assigning tasks to team members. It makes tracking productivity easy as well. It tracks time spent on tasks and you can see in real time what every agent is working on.
NICE inContact is a great platform for Contact Centers
What do you like best about the product?
I really enjoy the ease of use as an Administrator. I can easily add agents, modify skills, adjust sales campaigns, and impact call prioritization quickly and from a computer or mobile phone.
Also, Studio is very intuitive. The Tools for the IVR are available in one view and easy to locate.
Also, Studio is very intuitive. The Tools for the IVR are available in one view and easy to locate.
What do you dislike about the product?
The only downside that I have run into is the learning section. I would like to see more Dojo training on IVR customization and functionality available in Studio.
What problems is the product solving and how is that benefiting you?
We recently solved an issue with after-hours sales traffic. We reduced our hours due to COVID-19 and saw a drop in sales from the West coast. We were able to quickly build a call flow in Studio that would check hours of operations for two outside sales agents (one for English callers and one for Spanish callers). In the first month alone, this project led to over $11K in lead generating revenue and an additional 65 policies, worth over $80K in written premium, on our books. Calculated at this rate, we should see an annual increase in written premium of over $1 million.
Recommendations to others considering the product:
The PSOD team (Professional Services on Demand) has been an amazing help with making adjustments and troubleshooting IVR scripts in Studio. They can walk you through the changes as you make them yourself or they can make the changes on your behalf.
Additionally, the available training modules are easy to follow and assist with clearly understanding the admin functionality.
Additionally, the available training modules are easy to follow and assist with clearly understanding the admin functionality.
Nice inContact- The way to go!
What do you like best about the product?
I have been using Nice inContact for teh past two years.I like that when I use Nice inContact I am able to track my progress daily. I can tell how many calls I make and how much time I was in wrap. Also the system is just as easy as dialing the number on a cell phone or traditional phone. I can dial out, receive inbound calls, and check my voicemails. I like that my voicemails come through email too.
What do you dislike about the product?
At first, I was confused because I would press the button to hang up, but then realized I had to press it twice. Also sometimes I have to restart inContact if it pauses or gets stuck.
What problems is the product solving and how is that benefiting you?
I am solving problems like how to track my daily progress. I am on the phone all day everyday, so it is nice to know if I am having a productive day. I realize that I can see how many calls I made along with how long I was in the available and unavailable statuses.
Fifth Year User
What do you like best about the product?
What I like best about inContact is the use of the chat service feature. We communicate with users who are using inContacts inbound call features. When those customer service agents needs assistance they can easily press a button within the product to get immediate help via the chat. Also NICE feature is that you are able to review the presumptive text that user typing and prepare a response quickly.
What do you dislike about the product?
The chat feature allows only the presumptive text for one way. The agent who is requesting help can not see the pretext that you are replying back to them with. It would be nice for this to go both ways, so that the agent knows that the person on the other end is preparing a response to their chat question.
What problems is the product solving and how is that benefiting you?
We are able to take multiple chats at the same time for agents who are providing phone support. We are solving issues daily that arise from our callers. Our support agents know that a supervisor or escalations person can dial into their calls live and support them immediately via the chat feature. The benefits that have been realized is that we are able to take this platform into the future and still meet the customers demands.
I use incontact everyday for work and i love it and it makes work so much easier
What do you like best about the product?
how quickly it sends phone calls to my connected phone
What do you dislike about the product?
it has crashed on me in the past but i let incontact know and i havent seen any issues since
What problems is the product solving and how is that benefiting you?
how easy it is to track the work i am doing
Nice InContact is pretty good
What do you like best about the product?
the automation of the reports and the amount of information available. Before we started using InContact, We had to run all our reports by hand. It took time and a lot of our work was inefficient. with the help of Max and Nice InContact, most of our reporting is done automatically. We have so much more information ready for us each day, and throughout the day, and it really helps make it easy to see just what's happening and what needs to happen.
What do you dislike about the product?
It takes a lot of time to get used to the system. It's not very user friendly. We get a lot of people with limited computer experience, and trying to teach them how to use Incontact is actually a bit of a challenge.
What problems is the product solving and how is that benefiting you?
The amount of information we get on each persons activity in our group is exceptional. We found inefficiency everywhere. From unscheduled breaks to just waiting for the right work to be presented to each person. Now that we have InContact, monitoring workflow is automatic and steady throughout the day, and every detail of a persons time is presented with easy to break down and understand metrics. I can clearly see who is doing their best, and who needs to be talked to, and it's impossible to argue against. We've seen efficiency increase pretty steadily.
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