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The ability to view scores and my progress daily has helped me excel in my position
What do you like best about the product?
I love being able to see the trends in my own work pattern. It allows me to track my everyday habits so that I can fine tune my work behaviors. I also like being able to change my call status while on a call so that way I can hit my schedule adherance by already being ready for the next status when the call is ending. It helps when trying to hit a scheduled time for meetings or breaks, or if we are back to back calls it helps me get a pause in between. Having that small break really helps me excel and be ready for each and every call.
What do you dislike about the product?
I dislike that it only gives you a percent but not the analytics of how that percent was hit. I would like to see the exact figures on what brought me to that percentage. If I only hit 95% of the tickets I made for that day, i would like to see that it was 95 of 100 tickets. General percentages are kind of hard to fine tune and make changes on. But that is definitely not a deal breaker in any regard.
What problems is the product solving and how is that benefiting you?
I am solving issues with my scorecard. It shows me if my calls are too fast or too slow, so that I can adjust my speed. I have realized that by utilizing the system and seeing my current scores day by day, I can fine tune my work behaviors to reach all of my goals for the company and myself.
Recommendations to others considering the product:
Use it.
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Incontact keeps me in contact!!!
What do you like best about the product?
Easy to use and user friendly, keeps track of calls for me
What do you dislike about the product?
not accurate on keeping track of the calls, but close
What problems is the product solving and how is that benefiting you?
everything is one place, love that my phone and contacts are all on my computer..all internet based...bad side...its internet based...
Recommendations to others considering the product:
na
Interesting Web Based Phone Software
What do you like best about the product?
Easy to use and intuitive, easy to copy and paste numbers into
What do you dislike about the product?
Once in a while it can take 2 attempts to log in, and the double hang up button is slightly annoying
What problems is the product solving and how is that benefiting you?
We are adding an auto dialer which will make my life sooo much better
Recommendations to others considering the product:
Nothing to say so far
Great technology for a great job!
What do you like best about the product?
I love how this can connect me to everything I need in order to complete my job efficiently!
What do you dislike about the product?
There is nothing I would change ! This system is perfect for my job setting!
What problems is the product solving and how is that benefiting you?
I have not come across any problems as of yet. This program is everything and more in order to complete my job duties!
Has helped us with insight on our team!
What do you like best about the product?
I like that it helps review my teams productivity and refused calls to see who is doing their jobs.
What do you dislike about the product?
Hard to navigate, feels outdated, thats it.
What problems is the product solving and how is that benefiting you?
Team productivity and anyone who is not working as hard as others.
Easier Usage would be Nice
What do you like best about the product?
That I can Log in easy and I am able to Usually take calls for my job with no problem
What do you dislike about the product?
I don't like the fact that i have to switch between screens when i have to transfer some one and i already use 10 screens to do my job
What problems is the product solving and how is that benefiting you?
It's easier for all things related to be able to be used via this one place instead of multiple services
Recommendations to others considering the product:
do some training and familiarize yourself with the product and you'll easily be able to use it with a breeze.
Easy to use product
What do you like best about the product?
I really like how simple the login process is.
What do you dislike about the product?
I don't like how it sometimes doesn't work with my systems.
What problems is the product solving and how is that benefiting you?
Easier to stay in contact with clients.
Using incontact to take inbound calls
What do you like best about the product?
It was easy to use and very user friendly
What do you dislike about the product?
It was kind of unstable, it tended to get stuck a lot.
What problems is the product solving and how is that benefiting you?
Able to take inbound calls in an easy way, and able to route calls to other people, also we were able to get data for quality assurance
Recommendations to others considering the product:
It's a good tool for BPO inbounds
NICE Incontact
What do you like best about the product?
I really like the way that the features are laid out and easily accessible.
What do you dislike about the product?
The one thing that comes to mind as not favorable are the occasional laggy responses when trying to download reports.
What problems is the product solving and how is that benefiting you?
We are using the software to enable all of our call routing, skill management, quality assurance, and more
Recommendations to others considering the product:
Great system to use to control and monitor your contact center.
Some Great Products
What do you like best about the product?
Central is absolutely wonderful. It is easy to use and very fast. Managing users is easy and reporting is efficient. It is great to be able to login and be able to disable a user quickly. I also like that CXOne has since sign on which makes signing in simple.
What do you dislike about the product?
Some of there other software is antiquated and very difficult to function in. WorkForce Management and Engage need to be worked on. I find that they are both extremely slow and are not flexible enough to meet the needs of my unique call center. I wish Engage would be single sign on.
What problems is the product solving and how is that benefiting you?
One place for my agents to receive different types of contacts. We know have voicemail, email and call back that is in one place and works great. We have more accurate reporting which was an issue we had. The recording quality is much better and easy to access in CXOne.
Recommendations to others considering the product:
Pick a different QA program. Engage is very slow
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