What do you like best about the product?

If you can think of it you can create it in studio scripting.

What do you dislike about the product?

AMD settings can be a little temperamental and require a good knowledge of the platform.

What problems is the product solving and how is that benefiting you?

Dialing outbound more efficiently by auto dropping voicemails, dialing old leads at a ratio greater than 1:1, making real-time adjustments with insights using dashboards and supervisor view. The strong integration with Salesforce using lookups, screen pops and creating records or follow up contact IDs based certain call outcomes or IVR interactions.

What do you like best about the product?

I love how friendly and straightforward the interface is, I love the fact that you can access to it online, it is just faster. The process to make a call is very fast, so that you can manage large volumes of calls a day. Making conference calls is so easy as well.

What do you dislike about the product?

The only thing that I have not found as a tool would be a timer to automatically close the app when I finish my shift, that might be useful because in the past I used to forget to close it and that might have caused me problems with my boss.

What problems is the product solving and how is that benefiting you?

I have been able to make conferences between three callers, which is really helpful at my job, sometimes I need to have in the line the client and another department such as tech support. In my previous job I used a regular phone, everything was so slow, and in a busy environment not having this tool is not acceptable. Now I am able to manage a larger amount of calls and it is really fast.

Recommendations to others considering the product:

It is very straight forward, however, to learn other applications make sure you get the training.

What do you like best about the product?

I like how it saves the password for future logins because i forget my password a lot. I like the name nice because it makes me feel good. It it a good way to see all my schedule information in one place which is important to my organization. I like that it is a live system so I do not have to worry about getting late information and can stick to my schedule.

What do you dislike about the product?

When I login the page times out or reads an error or gets stuck loading most of the time. I usually have to reload the page three to five times before the schedule loads. I also dislike that if I leave the page open from the day before, it can be confusing and sometimes i think it is the current schedule if i forget to reload the page. I think there should be a timer in the page the reloads the page every hour automatically.

What problems is the product solving and how is that benefiting you?

I am able to adhere to my schedule because I have access to it online. This is a benefit to me because adherence can affect my pay if I am too far off of schedule. By knowing what times my breaks and lunches are I am able to plan my day in a way that is most efficient for work.

What do you like best about the product?

The agent info it provides daily, helps see how productive I have been.

What do you dislike about the product?

I have not really found anything I have disliked.

What problems is the product solving and how is that benefiting you?

Making outbound calls, with Agent Reports, helps stay focused .

What do you like best about the product?

What I like Best is fast and easy reporting. All information at my fingertips. Support is the best as well If ever a time when call volume is too high I LOVE to use the Chat option to assist immediately with my questions. All staff I have talked to is super responsive and always follow up on problems. Recently with COVID we had to split up our call center into different locations and also had to move one fourth of our associates to be AT HOME associates. with that said we had to quickly adapt to a new normal. So all the reporting that In Contact NICE has helps in measuring performance overall with each associate by site, we also use NICE to live listen to calls and to also be able to send remote coaching to associates no matter where their location Associate Efficiency and how to best monitor associates working remotely. There is nothing that I dislike at all always available when needed. I have never had any major concerns with support calls, support staff or with system overall. Easy to use and Easy to pull reports from.Also the ease of pulling overall call stats for my executives is super helpful because of the way that In Contact tracks all data coming in and going out of it. so any type of report I can pull at a minutes notice. This helps our call center overall to be able to manage our business and monitor our growth. We have also had a lot of new staff added into our call center and all the tools provided are super helpful in getting them up to speed with our department.

Nice In Contact is amazing call center solution that's been in place for several years in our company. I highly recommend it features and reliability. It has very intuitive interface, the scripts are well organized and easy to modify. Platform provides integration with different systems like Salesforce.

Talk about a system that packs a PUNCH! We have all of the tools we need to assist our callers in the best way possible. The system allows for any report you can dream of, for your leadership team to utilize.

A great platform for integrating with Salesforce. Our agents love the simplicity of the integrated dialer. We are able to run large outbound campaigns and handle the needs of all our customers.

It gives us the bulk of the features that we need to reach our customers and hear their feedback. The Admin features are helpful and allow our supervisors to monitor and report on communications. The reporting features give us helpful metrics and allow us to set SLAs for the week and month.

We have been using inContact for years now, and it has been great for the most part, we do have minor issues because of how the calls are routed, however, the features are spot-on, especially the robodialer.

Overall, we are delighted with our choice of InContact for our contact center software.

What do you dislike about the product?

There is nothing that I dislike at all always available when needed. I have never had any major concerns with support calls, support staff or with system overall. Easy to use and Easy to pull reports from

Recommendation: I would a direct point of contact with our appointed specialist we get the email to reach them but not a phone # that we can reach them for after hours purposes or emergencies.

Maybe adding multiple go to points of contact for immediate response.

What problems is the product solving and how is that benefiting you?

Recently with COVID we had to split up our call center into different locations and also had to move one fourth of our associates to be AT HOME associates. with that said we had to quickly adapt to a new normal. So all the reporting that In Contact NICE has helps in measuring performance overall with each associate by site, we also use NICE to live listen to calls and to also be able to send remote coaching to associates no matter where their location Associate Efficiency and how to best monitor associates working remotely.

Also the ease of pulling overall call stats for my executives is super helpful because of the way that In Contact tracks all data coming in and going out of it. so any type of report I can pull at a minutes notice. This helps our call center overall to be able to manage our business and monitor our growth. We have also had a lot of new staff added into our call center and all the tools provided are super helpful in getting them up to speed with our department.
Because I work for a company of less than 500 employees, we have a small user group using this software and a small IT department to support. So, we opted to pay a monthly fee for support. Yet, we find it difficult to always speak directly to our technical account manager (TAM). We suspect that the TAM is located in another part of the world and in a different time zone...so, she's not always responsive. It may take at least two hours for her to finally respond.

The customer support website is not always intuitive enough for us to determine through their FAQ how to troubleshoot properly. We end up setting up a ticket and they try to respond within two hours. However, we use call center heavily enough that it cripples us if we can't get phone calls to come through.

What do you like best about the product?

Nice Incontact has been really helpful on this uncertain time because it has allow us to work so easily from home!

What do you dislike about the product?

The was one issue months ago where i couldn't dial for some reason but it was fix in not time.

What problems is the product solving and how is that benefiting you?

Being in a call center an helping customers its our day to day work an with this platform we can work easily from home.

What do you like best about the product?

Friendly to use and have many options and charts to choose the information you need.

What do you dislike about the product?

Sometimes it has issues to log in and the way you need to connect agent every time to make a call.

What problems is the product solving and how is that benefiting you?

The reports about calls and available time with the team is great.

What do you like best about the product?

Nice InContact has give us great insight into agent statistics and live monitoring. We also have improved customer experience with new features designed to minimize hold times while keeping the caller aware of their place in line.

What do you dislike about the product?

I appreciate the performance area in the Max Agent, however I wish it could be customized so we could prioritize other performance statistics instead of the out-of-the-box ones that are provided.

What problems is the product solving and how is that benefiting you?

Moving to the Cloud has been great for our team, especially because we had to quickly move all our agents to remote positions. The supervisor dashboard still allows the management team to be fully aware of everyone's status and performance.

Recommendations to others considering the product:

It's a great platform. Don't invest in the extra $1000 per month for the Technical Advisor, we have not seen any ROI on that. The rest is good.

What do you like best about the product?

I appreciate the ability to see Agent Reports with the breakdowns of my performance in relation to the rest of my team. It is very helpful to see the percentages for the current day (although there is a delay and it does not update instantly) as well as the previous day and week. It's also useful to have displayed my most recent calls, in case I get interrupted and forget which number I dialed last.

What do you dislike about the product?

It's annoying how the Max popup window will randomly change its size and location upon logging in and sometimes during the work day. It would be so convenient if it stayed at the same spot and size where I last opened it and I wouldn't have to resize it down from the full window which is just wasted space. It would be nice to have a larger working area over the gray dead space, with larger fonts.

It would be great if the Max window would pop up (over the other open windows) each time a call came in, instead of getting buried under my other programs.

Also, it seems redundant to Connect after I've already logged in to inContact and also in Max. My coworkers have also noticed that the system will randomly disconnect us for no apparent reason.

What problems is the product solving and how is that benefiting you?

After using the system for almost a year now, I'm getting used the glitches and finding workarounds for most of them. For example, if I need to unplug my headset for any reason, such as for a Teams meeting, I need to close out the Max window and open up a new one with the headset plugged in. Otherwise the system will not work and callers will not be able to hear me.

Recommendations to others considering the product:

I wish I could highly recommend this product, but it could use so many improvements.

What do you like best about the product?

It is super convenient to be able to check NICE inContact to know when a colleague is at lunch or busy with emails etc. From this information I can appropriately act as to whether to send a message or let a customer know approximately how long it will be until they will be able to contact them back. More importantly, it allows me to gauge how busy we are and see the areas that come up more commonly so I know where to brush up on my skill sets. As well, it gives me a sort of peace of mind since I know who I can reach out to now that we are all working from home, and resources are that much more important.

What do you dislike about the product?

Well, there aren't very many downsides to NICE inContact, however, i suppose a place for improvement might be if it could give us a heads-up as to whether I am next to receive a call or one of my fellow co-workers. Otherwise, it's pretty dandy.

What problems is the product solving and how is that benefiting you?

As I mentioned previously, being able to see who is "in the office" each day and how busy/occupied they are based on their status helps me gauge who I can reach out to for assistance. It gives me a general idea of how long they might be unavailable so I know if later might be better to ask a question or if an email might be more appropriate. It brings the office to my home so I can continue to work efficiently to resolve my customer's needs and have a successful day. lastly, it gives me a preview of what product resources I need to pull up so as soon as i begin speaking to the customer I can have have my tools already prepped to I can provide quick solutions.