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Globally Connected through incontact
What do you like best about the product?
I like that even if I am based in a country different to my main customers I can be connected to them.
It is very friendly to use when making and receiving calls, even when transferring. I have used other programs in the past and the transferring was always hard and many calls were lost.
This app also integrates Sales force, whenever we receive a call from a customer a Sales force window will open with the customer's information saving time and effort. It makes is easy to just jump directly into the conversation with out asking to much questions or validating.
Easy to use, I think I learned in one day and the next I was using it.
It is very friendly to use when making and receiving calls, even when transferring. I have used other programs in the past and the transferring was always hard and many calls were lost.
This app also integrates Sales force, whenever we receive a call from a customer a Sales force window will open with the customer's information saving time and effort. It makes is easy to just jump directly into the conversation with out asking to much questions or validating.
Easy to use, I think I learned in one day and the next I was using it.
What do you dislike about the product?
I do not like that I have to use it along with CXone to connect to calls, it would be easier to just use inContact for all.
Sometimes ruining reports for analytic purposes is a bit hard.
I am not sure if the "Feedback" button even works, I have reported to connection issues while on a call, but I never received a confirmation email or something that would indicate it was being worked on.
Sometimes the dashboard freezes, and there are ghost calls waiting and it is a bit confusing, it can stay there for a whole day.
Sometimes ruining reports for analytic purposes is a bit hard.
I am not sure if the "Feedback" button even works, I have reported to connection issues while on a call, but I never received a confirmation email or something that would indicate it was being worked on.
Sometimes the dashboard freezes, and there are ghost calls waiting and it is a bit confusing, it can stay there for a whole day.
What problems is the product solving and how is that benefiting you?
I can be connected to my customers as if I were physically located in their countries. Hence, the connection and callbacks are very easy, no need to know the country codes or area codes.
Administrators can see in real time the metrics of the agents as you can customize the dashboard to show all of the agents and their actives, whether they are available or not.
I still have not used it as its full capacity, but little by little we discover new features that makes it easier during the call.
Administrators can see in real time the metrics of the agents as you can customize the dashboard to show all of the agents and their actives, whether they are available or not.
I still have not used it as its full capacity, but little by little we discover new features that makes it easier during the call.
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the simple answer to a complex need
What do you like best about the product?
The best part about the system is the uninterrupted connection and reporting abilities of the system, Keeps us connected, keeps business on track.
What do you dislike about the product?
We havent really seen a pain point with the many hours of use. What we do is pretty simple... login, connect, complete the sale... your program helps keep it all moving
What problems is the product solving and how is that benefiting you?
The problem we are solving in the integration is simply the connection between employee and clients, as quickly as possible without additional effort that slows down the connection times.
What a great system!
What do you like best about the product?
I Like that incontact is an easy simple system to use.
What do you dislike about the product?
I dislike that incontact does not save numbers if the call is dropped
What problems is the product solving and how is that benefiting you?
We have been able to take calls from all of the world helping people
Recommendations to others considering the product:
The connection message shows up too often and when it does we have to log out. That is very annoying
Easy to use and intuitive controls.
What do you like best about the product?
Very simple to use, It has tools that really assist you in the current volume of calls and to control the info needed for customers to call back, I also really enjoy that there is a dark mode. I find in lots of program i am having to use some sort of third party program just to make the UI being white not blind me.
What do you dislike about the product?
Honestly I can't think of anything that really is a dislike. adding the ability to control the Beeps volume for incoming calls would be nice. The support its very good as well.
What problems is the product solving and how is that benefiting you?
Easy to use interface that helps with call flow and made taking and dial calls very easy. everything just makes since with this program. its all laid out in a very easy to process.
Recommendations to others considering the product:
Easy to use program as the end user, has good feature that were manged by other software in the past. Nice to have everything i need all in one place. This tool is really the all in one software. If your company is looking for a great all in one program for call delivery this is by far the best one i have ever used. Its easy to understand and get training on how to operate and contains very useful tools that an call agent could be very happy to have. The sleek and Easy to read design is very refreshing, most tools i have used in the past are very old and require a lot of training to actually be able to use those programs
NICE inContact is easy to navigate
What do you like best about the product?
NICE in contact has a very simple interface. It is easy to create custom reports and see call statistics. The interface is clean and easy to understand and very customizable. The soft phone provides a lot of information such as the number of agents on the line you are calling, the estimated wait time, who is currently holding on that line and for how long.
What do you dislike about the product?
Unfortunately, with my company's roll out of NICE in contact, we were not given direct extension capability makes it difficult to receive a call back. As such we still have to rely on a physical phone system in order to hear voice mails. I am not sure if this is the case across the board for NICE in contact or if it is just how my company set it up. Otherwise, I would also like the capability to create custom speed dial choices in the soft phone. The soft phone is great for calling departments within the company but for calling outside the company, it would be nice to select a custom option rather than entering in the phone number manually.
What problems is the product solving and how is that benefiting you?
Queue statistics and centralized phone system
Recommendations to others considering the product:
Explore all your reporting capabilities. There are a lot of pre built reports to run and you can create custom reports as well so it should seamlessly satisfy any reporting requirements.
Its great!
What do you like best about the product?
The best thing about nice in contact is that it is very easy to navigate!
What do you dislike about the product?
I dont have anything that i really dislike about Nice.
What problems is the product solving and how is that benefiting you?
The biggest benefit is that I have a better grasp of our call volume.
Recommendations to others considering the product:
I recommend just looking through the system and getting to know it!
User friendly
What do you like best about the product?
incoming calls and able to search for the indivduals pretty easy that you want to call
What do you dislike about the product?
when it crashes which fortunately doesn't seem to happen very often, also does an additional ring sometimes after accepting the call to answer
What problems is the product solving and how is that benefiting you?
I like that it reacts to you dialing immediately
It works ...most of the time
What do you like best about the product?
It's easy to use and appearance is nice on the eyes. I can watch my teammates to ensure they don't need any help, and anticipate if there are calls coming in, or how long I might have between calls. This is really beneficial as I am also going to school so I can do homework between calls.
What do you dislike about the product?
I have audio issues often and my peers also have lag issues. I have to clear cache and cookies multiple times per day, and often my customer cannot hear me when they call through. I've gone through two computers and three headsets but still can't seem to get through a full day without technical issues. I don't mind, but it's a waste of company time.
What problems is the product solving and how is that benefiting you?
I do not handle these things, my manager does. I believe my manager is working with someone from NICE inContact regarding some of the other issues that employees have been having including connection issues, lag, getting kicked out, having to log out between calls, having to restart computer to resolve audio issues...
Recommendations to others considering the product:
Have great quality equipment.
Great work from home tool
What do you like best about the product?
The simple user interface makes it easy to use and a breeze when training new employees. I like that the keypad mimics a normal phone and that's it easy to copy and paste numbers when I'm making outbound calls. Additionally, all of the functions are intuitive so I don't have to deal with technical jargon in order to successfully use the system.
What do you dislike about the product?
The button for submitting dispositions is hard to find sometimes. It's almost like it is hiding, which makes it hard to quickly move from call to to call. Additionally, some of the dialogue windows are unable be resized. They are either too small or take up my whole window.
What problems is the product solving and how is that benefiting you?
With our office having regional offices, it's great to know that we can have one main number and this tool to allow everyone to help out with making calls, regardless of where they may be working from. This has streamlined the communication in our office and allowed us to implement quicker response times to our customers.
With working from home, this system has been a godsend since we are all working remotely. We are able to use the softphone to dial out and place outbound calls, which prevents us from having to give out our personal cell phone numbers. It also has allowed us to stay connected to our phone system using laptops from anywhere. I know that other businesses have had to utilize Google Voice, but this is way more of a sophisticated and reliable solution.
With working from home, this system has been a godsend since we are all working remotely. We are able to use the softphone to dial out and place outbound calls, which prevents us from having to give out our personal cell phone numbers. It also has allowed us to stay connected to our phone system using laptops from anywhere. I know that other businesses have had to utilize Google Voice, but this is way more of a sophisticated and reliable solution.
Recommendations to others considering the product:
Evaluate out all of the other options out there in terms of ease of use and reliability. You'll see that this solution ticks all of the boxes.
Very ornate, errors are confusing.
What do you like best about the product?
I like how all of my tasks are displayed
What do you dislike about the product?
Occasional errors look like personal mistakes
What problems is the product solving and how is that benefiting you?
InContact helps me connect with customers.
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