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Very user friendly, easy to navigate, big enough font.
What do you like best about the product?
The accessibility of navigation through features.
What do you dislike about the product?
That length of time between ACW and going back to available.
What problems is the product solving and how is that benefiting you?
Any customer issues that come up.
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NICE inContact
What do you like best about the product?
The product is seamless, scalable, and portable. I like the ease of use for agents and supervisors. The product is also available in many environments across many devices. Users learn to navigate the system quickly and adapt to the call flow with little interruptions. The uptivity is a huge plus in environments where it is critical to remain connected.
The VCC solution provides the capability to login anywhere as long as the user has a device that is connected to the Internet.
The VCC solution provides the capability to login anywhere as long as the user has a device that is connected to the Internet.
What do you dislike about the product?
There aren't many things about the product that I don't like. If I had to talk about a specific aspect that I like least, it would be the workforce management piece. The product is clunky and not very user friendly. The background work is harder to use.
What problems is the product solving and how is that benefiting you?
This product provides seamless agent interactions with customers located all over the world. We are able to offer options such as callback, voicemail, email, and chat all in one solution. The omnichannel capability and skilled-based routing allow for a great customer experience no matter which medium they choose.
Recommendations to others considering the product:
Understand what you are looking for in a cloud-based product and utilize the tools. Make sure you have enough support to handle the different elements of the products.
I love how the program allows us to continue to work while at home
What do you like best about the product?
ease of use of the program for the most part and that I can see my daily work progress and calls made or taken.
What do you dislike about the product?
That on some days an extra box pops up on the side requesting case numbers( we do not use this feature) and would like to be able to transfer calls to co workers easier without the call dropping
What problems is the product solving and how is that benefiting you?
Working from home, this program has made it easier for us to continue to do our job
Recommendations to others considering the product:
If you want the ease of using this program for employees working from home then I highly suggest this program. It also helps track your calls inbound or outbound and can also see your work production.
very enlightening
What do you like best about the product?
what i like the best is the information it provides you
What do you dislike about the product?
i dislike the issues you have with it going in and out
What problems is the product solving and how is that benefiting you?
helps keep things in order
Recommendations to others considering the product:
It is a great product it does help with the call flow and keeping it organized
app stalls out often and needs cache and cookies to be cleared out often to function properly
What do you like best about the product?
there's usually a clear connection during the calls, it's easy to navigate
What do you dislike about the product?
I dislike the fact that sometimes calls are not successful due to clearing cache and cookies
What problems is the product solving and how is that benefiting you?
I've realized the benefits of not having to use a personal device and the call logs are key to documenting.
Recommendations to others considering the product:
no current recommendations
Nice is excellent and the support is very fast
What do you like best about the product?
The phone system is almost flawless and when a issue comes up it is fixed quickly
What do you dislike about the product?
SOMETIMES IT HAS SYSTEM ISSUES BUT THE STAFF ARE QUICK TO HELP WHEN THIS HAPPENS
What problems is the product solving and how is that benefiting you?
the phone system allows a flawless conatct with custoemrs
Recommendations to others considering the product:
I WOULD JUMP AT THE CHANCE TO USE THE SOFTWARE
Nice Incontact Analysis
What do you like best about the product?
CSV format included to download the data.
What do you dislike about the product?
Nothinh Specifis but can build some inbuilt dashboards
What problems is the product solving and how is that benefiting you?
Data Analysis.Ease of using the data.
Recommendations to others considering the product:
WIll Recomend
Tool provides details of everything that is required in a single pane of glass.
What do you like best about the product?
Able to login using the company email and doesn't require any extra efforts of validation to login. User friend and east to use the Application. Simple one-click operations and quickly gets into the login where you need to be. The reporting option has the basic details that can be fetched as per the privileges given to the users for their own reference understanding of the timings. This also fits perfectly with other integrated tools for the call routing using the ACD service and this becomes simpler to use and get going with this.
Usage of the App fits perfectly for the organization and is working efficiently as required.
Usage of the App fits perfectly for the organization and is working efficiently as required.
What do you dislike about the product?
In-depth analysis for of the timing parameters could be made available to the respective agents so that they are able to understand where the time is invested and how to improve on the working and get better at the time management part of the whole workday improving the quality of work and making the best use of the available tool to do so.
Not much of customization made available that causes lots of problems when coming to the overall reporting part to show the management the in-depth analysis that is required
I don't handle the commercial part nor have any ideas, but from what I been hearing. the pricing of the tool is a bit on the higher side and could be reduced or the features and the services provide should be improved to match the value that is being paid.
Not much of customization made available that causes lots of problems when coming to the overall reporting part to show the management the in-depth analysis that is required
I don't handle the commercial part nor have any ideas, but from what I been hearing. the pricing of the tool is a bit on the higher side and could be reduced or the features and the services provide should be improved to match the value that is being paid.
What problems is the product solving and how is that benefiting you?
We are using NICE InContact for the incoming call from the customers in case of an Emergency of any active DDoS Attacks and has been functioning well without any issues and also sents out notification emails if there are any calls that are missed. A great tool.
The Max Agent helps in getting the details of the call and from where they are calling thus making it simpler for the end agents to get the relevant information quickly and cross verify that with the caller and proceed further without much ado.
The Max Agent helps in getting the details of the call and from where they are calling thus making it simpler for the end agents to get the relevant information quickly and cross verify that with the caller and proceed further without much ado.
Recommendations to others considering the product:
It would be a perfect tool to be used for the call integration part and works flawlessly with the integration of other tools as well. If you are looking for a solution to be deployed in your organization this is a good option to go with. If you are already using any existing system, then you can get those replaced with this, and it's much better than any other system that I been using.
Apart from the less visibility into the analytics part, everything works well, based upon the service, and the features you chose the options varies and can be of great use when using the tool to the best of knowledge and make the most of that.
Apart from the less visibility into the analytics part, everything works well, based upon the service, and the features you chose the options varies and can be of great use when using the tool to the best of knowledge and make the most of that.
Review
What do you like best about the product?
Timetable is best, calling is great, i like it
What do you dislike about the product?
It automatically log out, i have to enter details several times
What problems is the product solving and how is that benefiting you?
Calls, schedule
Recommendations to others considering the product:
It's a great software. I am happy with this app. Glad to see how this can help us to complete day to day work easily.
1. No installation required
With an online database software, you create your account and users and you are instantly granted with access. There is no need for a technician to visit your office, no need to install the software on all the computers you and your staff may use. For a rather large group of users, the time and money saved with an installed solution is substantial.
2. Work from anywhere, including mobile devices
Since you don’t need the software to be installed on your computer, you can access your account from virtually anywhere. All you need is an internet connection and a computer and you are ready to login into your account and work. Some vendors will have you sign in on their website but many will have a customer portal with a custom domain. For when you are out of the office but you still want to be connected to your data.
3. Don’t worry about upgrades and versions
With an online database software, the vendor is responsible for all the upgrades and versions. With most vendors, you won’t even be aware that a new version is live before you receive their newsletter announcing the bug fixes and new features. Worst case scenario, you will have to click “Upgrade” and wait a few minutes just as you would have to do for an app on your mobile device. This represents huge savings in time and money compared to an installed solution.
Drawback;
1. No internet connection = no access
Online means… online. If you don’t have a reliable internet connection to support your online database software, you don’t have a reliable access to your data. It’s sad but true. If you are dealing with very sensitive data and you can’t ever be out of touch with it, I suggest having a backup internet connection from a different provider. This is what I personally do. An installed solution sure can be considered, but you won’t have access to it unless the software is installed on the computer you are working on.
1. No installation required
With an online database software, you create your account and users and you are instantly granted with access. There is no need for a technician to visit your office, no need to install the software on all the computers you and your staff may use. For a rather large group of users, the time and money saved with an installed solution is substantial.
2. Work from anywhere, including mobile devices
Since you don’t need the software to be installed on your computer, you can access your account from virtually anywhere. All you need is an internet connection and a computer and you are ready to login into your account and work. Some vendors will have you sign in on their website but many will have a customer portal with a custom domain. For when you are out of the office but you still want to be connected to your data.
3. Don’t worry about upgrades and versions
With an online database software, the vendor is responsible for all the upgrades and versions. With most vendors, you won’t even be aware that a new version is live before you receive their newsletter announcing the bug fixes and new features. Worst case scenario, you will have to click “Upgrade” and wait a few minutes just as you would have to do for an app on your mobile device. This represents huge savings in time and money compared to an installed solution.
Drawback;
1. No internet connection = no access
Online means… online. If you don’t have a reliable internet connection to support your online database software, you don’t have a reliable access to your data. It’s sad but true. If you are dealing with very sensitive data and you can’t ever be out of touch with it, I suggest having a backup internet connection from a different provider. This is what I personally do. An installed solution sure can be considered, but you won’t have access to it unless the software is installed on the computer you are working on.
Great Way To Manage Agents & Productivity!
What do you like best about the product?
I find the accessibility of many types of reports that I can pull and the seamless management of productivity on my agents to be very helpful in using NICE inContact. I also like how we can manage our agent's time cards right from the platform itself as well. It's also very simple to manage the skills that agent's have and changing them for example in moving their skill sets from being chat agents to call center agents and vice versa. Overall, the NICE inContact has become the number one program our agents and supervisors use on a daily basis.
What do you dislike about the product?
I find that at times inContact does have some delayed information it's dashboard and our agents at times do experience connection issues which can be a downside at times as it takes away some of the reliability of the platform itself. Another downside to NICE inContact is that it only works on Google Chrome and cannot be used in any other browser such as Edge, Safari, or Firefox. This has created a situation at times for us when onboarding new agents when they do not have Google Chrome downloaded or just are not used to using the browser in general.
What problems is the product solving and how is that benefiting you?
A huge problem NICE inContact solves is giving us the power to have our agents work from home on their own devices as no downloads are needed to use the program. NICE inContact also does not just do calling but also does chat, which has been great to have both communication methods in the same platform especially when needing to move agents from one skill set to another.
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