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Great System with Great Features
What do you like best about the product?
I like that I can custom create dashboards to view my team stats and performance on the phones. I appreciate the skills and user interface being simple and easy to manage for lots of users and teams. It's nice that you can make a lot of different unavailable reasons so you can have full visibility as to what my agents are doing when they are unavailable.
What do you dislike about the product?
I wish it was a tad easier to figure out how the custom reports work and how to get a report showing the information I'm looking for. It can take me a few attempts to get the report settings accurate. I also don't love that the pop up screen will lock me out and make me log back in fully. I may be able to tweak those settings but haven't figured it out yet.
What problems is the product solving and how is that benefiting you?
We are solving the issue of knowing what our agents are doing and tracking their performance. We are able to link tasks to the incontact software which is amazing. I love the ability to have visbility and manage my team fully!
Recommendations to others considering the product:
We have been able to do almost all that we need to with this software. I only wish reporting was a little bit easier but overall very satisfied.
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The best
What do you like best about the product?
It is very thorough and straight to the point. Anyone can use it
What do you dislike about the product?
There is not really anything that I don't like
What problems is the product solving and how is that benefiting you?
I have no problems with the system at all
Recommendations to others considering the product:
Do not over think when using this. It is very simple and very easy to use. I have no problems and I use NICE 5 sometimes 6 days per week
Quick straightforward experience and clear call quality
What do you like best about the product?
Audio quality and i havent had any issues with calls disconnecting
What do you dislike about the product?
there is currently nothing that i dislike about this application
What problems is the product solving and how is that benefiting you?
I am helping coaches and clients who are optavia clients.
NICE inContact is fabulous
What do you like best about the product?
It is user friendly and easy to navigate. inContact is also a wonderful solution for telework, being able to log into inContact from anywhere solves issue for this business which is something that could hold back other services.it's a platform worth using!
What do you dislike about the product?
I didn't come across with any advertises yet.
What problems is the product solving and how is that benefiting you?
Most of the times I'm using it to make a calls to our business clients and it works absolutely perfect.We are able to answer our client phone calls faster due to them being softphones and the system is very responsive.We know have voicemail, email and call back that is in one place and works great. It is great to be able to login and be able to disable a user quickly.
to many glitches but not bad
What do you like best about the product?
that when it does load properly that it is clean cut and i can read a question at a time
What do you dislike about the product?
that when i click the back button than forward everything erases
What problems is the product solving and how is that benefiting you?
im able to take my clients through intake smoothly
and the benefit is i can do it a little faster without rushing
and the benefit is i can do it a little faster without rushing
Recommendations to others considering the product:
other than what ive mentioned its been smooth
Everyday user
What do you like best about the product?
You can connect from anywhere to anyone. I work from home, and I can use my cell phone.
What do you dislike about the product?
Features are taken away without notice or not enough features. Sometimes, connections are poor and easily affected by networks in other parts of the country.
What problems is the product solving and how is that benefiting you?
Customer service across the country is localized and during the COVID-19 pandemic, we can work remotely effectively. We are able to work as a team and accept calls for other depts and coworkers, equalizing the load for everyone. We can also log when calls took place to help customers more accurately. solve problems.
Recommendations to others considering the product:
Use it! I would highly recommend it for user and supervisor capabilities. Do not let small bugs get you down, they are few and far between. Excellent product for modern companies!
Ease for Customer Service
What do you like best about the product?
NICE inContact helps my team coordinate and organize calls coming in and assign accountability to each representative by viewing the statistical data.
What do you dislike about the product?
The downside of using this system would be the inability to accept multiple calls at once or the use of Avaya OneX to collaborate with.
What problems is the product solving and how is that benefiting you?
NICE inContact allows our team to be able to review data, which solves the issue of scapegoating that can happen within teams. The benefits include ease of access and freedom to control which queues each representative is in.
Recommendations to others considering the product:
I would recommend NICE inContact for any large or small organization that collects calls in different phone queues and needs to track employee work.
Decent Program that allows me to reach out to my customers.
What do you like best about the product?
Nice Incontact is a program that is easy to use and mostly anyone would be able to pick it up after a few days. I like that it allows me to connect with my customers in a simple and effective way. I am able to transfer calls to my peers, place customers on hold, mute my microphone and dial out using this application. It is a must have for any call center.
What do you dislike about the product?
There are not many things to dislike about this program. My only few headaches are sometimes it will randomly disconnect during long periods of inactivity. My other frustration is when using the "Launch WFO" view assignments function. This causes some issues where I have to clear my cache and cookies periodically. However since most things are corrected simply by clearing cache and cookies. It does not cause too many issues. I would still recommend this program to anyone who works at a call center.
What problems is the product solving and how is that benefiting you?
I use Nice Incontact everyday to solve a huge variety of problems. I work in the customer service industry so everyday i speak with about 50 -100 different people with various issues. Problems can range from needed assistance in placing an order, to complicated issues with internal processes and policies. The benefits are certainly enormous. We use this to product to assist people globally.
Recommendations to others considering the product:
You can change the ring tone. Sometimes the default one can be annoying.
NICE inContact - A move forward!
What do you like best about the product?
I really enjoy using the NICE inContact platform. It's very user friendly and adapts to my needs as a user. I don't use all of the features that it provides, but it is refreshing to know that I have the ability to expand my use of the application further at any time. In turn, I believe that it leads to a more positive customer experience. As customer needs and wants adapt, we are also able to quickly adapt. The ability to customize the personal settings in the user interface, along with many other things in the application is a big plus. Being able to adjust certain aspects not only make the application easy to use, it makes it a JOY to use. I've used other applications in the past, and I truly FELT in the past. There was little to no ability to customize anything. That made it difficult to do my work effectively, and that's something the customers can perceive quickly. I don't see myself going back--only forward with NICE InContact. Problems will get solved one way or another, but NICE inContact makes the problem solving that much easier. Being able to grow and adapt using the same program means no need for extensive training, no need to continue browsing through different industry options to find the best fit. As your company and customer service needs grow, NICE inContact is growing WITH you. I like everything about Nice inContact!
What do you dislike about the product?
I don't really have any dislikes! The elements that I don't or didn't like can be customized to meet my specific needs and wants as a user. Not only can thy be customized, they can be customized quickly -- all it takes is an adjustment and then logging out and logging back in. Those few times when problems did arise, they were resolved quickly by the support team. I enjoy the insight that users are given when it comes to customer volume and, overall, I really enjoy using InContact!
What problems is the product solving and how is that benefiting you?
As a user, I realize that problems will get solved one way or another, but NICE inContact makes the problem solving that much easier. Being able to grow and adapt using the same program means no need for extensive training, no need to continue browsing through different industry options to find the best fit. As your company and customer service needs grow, NICE inContact is growing WITH you.
Recommendations to others considering the product:
I would definitely recommend trying it out -- the interface is simple and training was quick. Again, the ability to customize based on the specific needs (both for users and for customer) is phenomenal. What makes it more convenient is the fact that no additional training would be required. If you find it a bit bare bones to start out, just work with the NICE inContact Team. I'm sure you will find the best fit for your needs.
easy to work with
What do you like best about the product?
fast way to receive call and easy way to return or transfer calls
What do you dislike about the product?
the reports for the daily or weekly do not work properly, so I am not able to see how many calls per day I took if I wanted to have that knowledge for my records
What problems is the product solving and how is that benefiting you?
solve many problems of claimants account, since providing service to florida deo, so per each call I am almost every time able to provide help to the CL through incontact when receiving the call. we receive more than
Recommendations to others considering the product:
verify that reports are working properly and accurate, so agent can have knowledge of calls,times taking during their daily shift and weekly shifts. besides that the system is easy to use, and works pretty fast in order to be able to take many calls during a day shift
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