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Mixed Feelings but Great System
What do you like best about the product?
The things that I like best about Nice inContact's systems are:
1. Their workforce management system is pretty neat. Very clean and it's pretty user friendly. There are a couple of kinks within the system that you have to work around, but it just takes time to get used to.
2. Their MAX Phone is actually one of my favorite tools that they have. It was an easy transition for my service center team to take on and learn. Had to work a could of things out, but it is very user friendly.
3. Their implementation team was very friendly and they are very personable.
4. The integration that ties into the UUE that they have is really neat! I love the functionality it all has and everything that we are able to do is in one location.
1. Their workforce management system is pretty neat. Very clean and it's pretty user friendly. There are a couple of kinks within the system that you have to work around, but it just takes time to get used to.
2. Their MAX Phone is actually one of my favorite tools that they have. It was an easy transition for my service center team to take on and learn. Had to work a could of things out, but it is very user friendly.
3. Their implementation team was very friendly and they are very personable.
4. The integration that ties into the UUE that they have is really neat! I love the functionality it all has and everything that we are able to do is in one location.
What do you dislike about the product?
1. Though their implementation team is very nice and friendly, it has taken over a year for us to complete. We had gone through at least three or four different implementation managers and things were falling on the wayside. They now have provided us a great team and things are getting done in a timely fashion; however it was difficult the first 6 months to get things in place and it has taken us 9 months to get where we are now.
2. Even though their products and certain functions (WFM, MAX Phone, etc.) are great, there are a lot of issues that we come across. We experience a lot of dead air calls, connectivity issues, etc. Even though it not that much of a big deal to us while we all were in the office, when it came to us all working remote due to COVID, those issues arose and it was difficult to not miss our Service Level Agreements with our clients. They should have things in place at the end of June to help with that, but still was frustrating.
3. After certain implementation is done with certain products, I feel that they need to provide all the details of who we need to reach out to if we run into any issues. There are so many pieces and it's hard to remember who to contact if we run into any problems/issues with the certain products. They should put something in place of who our account manager is, who our technical account manager is, who we need to contact when there's a MAX problem, who we need to reach out to if our UUE is down, etc. It was all kind of messy and was not very well organized.
4. They do have a MAX Support website where you can submit cases and chat with them. I do like this function but at times, I feel that their solution to everything is "Clear cache and cookies". But whenever you do that it can cause issues like your AV notification are turned off and you cannot receive notifications of client chats or phone calls, which causes issues for us. We can turn them back on no problem, but with the capacity issues and everyone working remote, this is hard to remember to do every single day when you have to constantly be clearing cache and cookies.
2. Even though their products and certain functions (WFM, MAX Phone, etc.) are great, there are a lot of issues that we come across. We experience a lot of dead air calls, connectivity issues, etc. Even though it not that much of a big deal to us while we all were in the office, when it came to us all working remote due to COVID, those issues arose and it was difficult to not miss our Service Level Agreements with our clients. They should have things in place at the end of June to help with that, but still was frustrating.
3. After certain implementation is done with certain products, I feel that they need to provide all the details of who we need to reach out to if we run into any issues. There are so many pieces and it's hard to remember who to contact if we run into any problems/issues with the certain products. They should put something in place of who our account manager is, who our technical account manager is, who we need to contact when there's a MAX problem, who we need to reach out to if our UUE is down, etc. It was all kind of messy and was not very well organized.
4. They do have a MAX Support website where you can submit cases and chat with them. I do like this function but at times, I feel that their solution to everything is "Clear cache and cookies". But whenever you do that it can cause issues like your AV notification are turned off and you cannot receive notifications of client chats or phone calls, which causes issues for us. We can turn them back on no problem, but with the capacity issues and everyone working remote, this is hard to remember to do every single day when you have to constantly be clearing cache and cookies.
What problems is the product solving and how is that benefiting you?
1. We are able to determine what staff members that we need in order to cover our phone volumes during certain times.
2. We are able to answer our client phone calls faster due to them being softphones and the system is very responsive.
3. We are working on/getting prepared our UUE so that we can have one location to find information which will cut down on our research time for client accounts.
2. We are able to answer our client phone calls faster due to them being softphones and the system is very responsive.
3. We are working on/getting prepared our UUE so that we can have one location to find information which will cut down on our research time for client accounts.
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Positive experience with Nice inContact
What do you like best about the product?
Prompt responses from Technical and Customer Support.
What do you dislike about the product?
Most reporting capabilities are user-friendly, but some are not.
What problems is the product solving and how is that benefiting you?
We have great visibility to our call center and can drill down into metrics that help us be better prepared for each day.
Incontact continues to a global leader on contact centers.
What do you like best about the product?
Studio and flexibility to customize backend.
What do you dislike about the product?
Some products are outdated, at least for customers not in CXone
What problems is the product solving and how is that benefiting you?
Using an IVR our containment rate is healthy and allow us to continue manage ops cost.
Recommendations to others considering the product:
Do your research.
Overall good platform.
What do you like best about the product?
Reporting and CXone are very user friendly
What do you dislike about the product?
Professional services and Studio. Not clear understanding and any changes become very difficult
What problems is the product solving and how is that benefiting you?
contact center platform simplicity
Recommendations to others considering the product:
Make sure you get implementation right. Any enhancements and modifications after are a headache
Inconsistent call quality and poor technical support
What do you like best about the product?
Studio works very well and is quite user-friendly
What do you dislike about the product?
Tech Support fails to research cases adequately and consistently seeks to blame the customer's configuration. ClearView support is atrocious. Engage is an antiquated application that was not really designed for cloud infrastructure.
What problems is the product solving and how is that benefiting you?
ACD routing, reporting and screen capture.
InContact Review
What do you like best about the product?
It is very easy to create custom reports and very user friendly.
What do you dislike about the product?
Sometimes the pages take too long to refresh or load when skilling and deskilling agents
What problems is the product solving and how is that benefiting you?
We are able to see what the agents are doing in real time. This has allowed us to manage our queues and sites effectively to meet customer expectations.
Recommendations to others considering the product:
Learn how to use and create custom reports - this is very beneficial in the long run
NICE REVIEW
What do you like best about the product?
It is very user friendly and great for our business. It makes scheduling easy and the customer reports are awesome.
What do you dislike about the product?
It can lag at times which does not allow me to work as quickly as I would like.
What problems is the product solving and how is that benefiting you?
We have been able to reduce our call volume. We have cut back on time spent scheduling agents.
Recommendations to others considering the product:
It has been such a great tool within the call center environment. It makes managing our agents so easy and being able to see what they are working on. The scheduling system overall is user friendly and simple to use. There are a lot of great tools within the program to use to your benefit. The custom reporting is also a great feature. It allows me to pull any data that I could possibly want.
Not flexible for our business unit
What do you like best about the product?
In Contact was easy to use and the IVR scripting is easy to learn. The reporting dashboard what good as well and we could easily build customizable reports. Our agents did not have any troubles with using the soft phones or the Max Agents. We also had easy access to call recordings and they were made available right after the call was over. I also thing it is nice on the micro level to be able to control the hold music per customer which is a nice little touch.
The Chat channel was also very easy to use and set up and there was nice customization we could do with the chat templates.
The Chat channel was also very easy to use and set up and there was nice customization we could do with the chat templates.
What do you dislike about the product?
IT was not flexible enough for our business unit we could not build our own platform around it. For 2 years or so we were told that InContact was getting to the point where they would be able to support us off of Salesforce and we could integrate into our own CRM that we built but then when the time came that was not possible and they just kept moving it out. We eventually had to look at other solutions.
As we did that the service we received went down and porting numbers off In Contact became extremely difficult as well. We have been trying to Resporg numbers on a new provider and it has taken months to get the numbers from In Contact to our new provider.
As we did that the service we received went down and porting numbers off In Contact became extremely difficult as well. We have been trying to Resporg numbers on a new provider and it has taken months to get the numbers from In Contact to our new provider.
What problems is the product solving and how is that benefiting you?
We have begun transition off InContact last year because we could not build our software around it and we really wanted to get off Salesforce but IC would not integrate into our own platform we were building.
Recommendations to others considering the product:
Do your research. They are good out of the box but they are not flexible if you want to run it off your own built software. They are easy to use and set up. There will be some pain as is the case when moving to new platforms but any custom work you have this might not be the solution for you.
Using NICE inContact as a sys admin
What do you like best about the product?
The webUI is useful and well designed. Studio allows for creation of complex IVR scripts and routing.
What do you dislike about the product?
Studio could use a refresh/update. Password expiration length could be extended. It seems everytime I login I'm prompted to change my password.
What problems is the product solving and how is that benefiting you?
NICE inContact allows us to have a complex IVR for different departments as well as a unified call manager for our various departments.
Disappointing overall; repeated failure to deliver a working product.
What do you like best about the product?
This is a great tool to manage outbound campaigns and data. We can adjust data and filters on the fly. Use API tools to import and export data. There is great functionality around managing lists and DNC management. We can set thresholds for dials and attempts. Simple and straightforward user experience for managers and agents. There is great audio quality and system up-time (we have only had 1 or 2 days of system downtime in 3 years), which was one of the reasons we moved to inContact. Decent overall agent and user experience (not very buggy, rarely is anyone kicked out).
What do you dislike about the product?
Unfortunately, there are some huge issues when it comes to outbound performance (which was the primary reason we chose inContact). There have been many protracted and repeated telco issues (garbled audio, dropped calls, delayed transfers with no customer on the line when connected) with sub-carriers. Dealing with incontact support is futile. Support will create a ticket and ask for 3 call samples, daily. After a week or two with no response, the issues seem to just go away and the case is closed with no update. A month later, this repeats all over again, and support let's us know that have to start over and ask for more samples. The larger concern is with their dialer itself. Personal Connect simply does not work (agents are not connected to customers when they pick up the phone). Even in preview mode (click to call) there are many lag delays, dropped calls, or calls connected with no customer. More recently, with the new upgrades, when we try to run calls in Progressive dialing, MAX repeatedly stops working. Agents are connected to the wrong customer, connected to several at once, and/or agents are unable to hang-up calls. There is often a lot of lag with MAX and agent scripts "popping". Again, support is unable to help. There are cases open for weeks without a response. There are often 5 or 6 open cases (for related issues) and no communication between the support teams, who cannot see what the other departments are working on. This issue has come and gone 3 times, and when we try to point out to support that their team has already started to investigate this same issues previously, we were told they had to follow their process and start over, with 3 sample calls to investigate. It has been a very disappointing experience; and they make it very clear that you are simply not a priority unless you are a large national client.
What problems is the product solving and how is that benefiting you?
We are an outbound sales team.
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