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Simply Amazing
What do you like best about the product?
It is a cloud contact centre software that makes it possible to improve one-on-one customer experience. It provides unified omnichannel routing. It makes it possible to carry out automatic contact distribution and omnichannel analytics. It is rich in features
What do you dislike about the product?
In terms of product performance, InContact has been excellent so far. I have no challenges
What problems is the product solving and how is that benefiting you?
We use inContact for a wide range of functionalities. We have been able to speed up the resolution of customer issues with the software. It also allows us to provide better personalized experience for customers, thereby turning them into paying clients
Recommendations to others considering the product:
I recommend Nice inContact
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Remarkable Experience For Your Cstomers
What do you like best about the product?
What I like most it the ability to include reporting and tracking into your support desk activities. This way, we are able to keep our performance up always. I also like the level of flexibility it has for users to save cost on customer support.
What do you dislike about the product?
As at the moment, InContact has been satisfactory as a tool.
What problems is the product solving and how is that benefiting you?
It is currently helping us to improve our customer's support experience and as a result an inmprovement in productivity.
Recommendations to others considering the product:
It would be a great implementation for your team. A lovely and impressive customer support solution for you.
CXone - A Game Changer
What do you like best about the product?
Customized reporting and ease of use for all levels
What do you dislike about the product?
It can be a little difficult to connect with older apps
What problems is the product solving and how is that benefiting you?
I am able to pull reporting easily and am able to be compliant
Recommendations to others considering the product:
We implement this software to call center companies. It is a very easy to use platform and we are able to customize it for small starter companies to large already established companies. The platform is efficient and thorough. Teaching people this platform is incredibly easy to people who have never even worked with call center software before. The call quality is perfect and the reporting is also very customization. Anything you need, this platform seems to show up for that. I enjoy being able to use it.
It serves our needs but could do more
What do you like best about the product?
The roles are very customizeable and it provides a good routing system and management interface.
What do you dislike about the product?
The API is lacking and you can not extract all the data out via the API that are sometimes available in other places.
What problems is the product solving and how is that benefiting you?
We are managing a large seasonal call load and routing calls based on agent training - it is very effective at this.
Recommendations to others considering the product:
If you need to use the API - research your use cases thoroughly.
The best and streamlined software to use.
What do you like best about the product?
I like the simplicity and streamlined navigation of NICE inContact. The reporting and tracking features is helpful to check for weekly and monthly comparisons. The graphical display assist me in making decisions when it comes to performance and how to improve that performance.
What do you dislike about the product?
I wish there was a way to compare different teams together and check for pain points that may arise during business hours. But overall, platform contributes to daily business needs.
What problems is the product solving and how is that benefiting you?
One issue I can see that inContact helps with solving is if there are any technical issues that may show up. Example, I can track and see calls coming/duration, etc.. If I'm not receiving incoming calls on my device, but can see it in inContact, then I can alert our IT team of any issues. It's great to know that it still runs while other devices may not be working properly.
Recommendations to others considering the product:
It's helpful to use and integrate NICE inContact with a CRM, such as salesforce, to keep track and maintain workflows within an organizations. The integration aspect is helpful for daily operational needs.
A game changer!
What do you like best about the product?
* This platform is constantly improving
* When implemented in late 2017 it resulted, and continues to be, instrumental in our Organization to boost a data-driven accountability culture
* It helps with CX (via Employee Engagement) as it offer a great agent experience
"Tool is easy to train, and easy to administer for new users.
* After care plans (post implementation) are available via AnswerX (their partner. The service provided by the Manager of Specialized Services and her Team is stellar!) - it has been a great fit for a small/mid-size business
* It integrates with Salesforce
* When implemented in late 2017 it resulted, and continues to be, instrumental in our Organization to boost a data-driven accountability culture
* It helps with CX (via Employee Engagement) as it offer a great agent experience
"Tool is easy to train, and easy to administer for new users.
* After care plans (post implementation) are available via AnswerX (their partner. The service provided by the Manager of Specialized Services and her Team is stellar!) - it has been a great fit for a small/mid-size business
* It integrates with Salesforce
What do you dislike about the product?
* Abandonment calculations are done in a peculiar way. It can get inaccurate real quick, if you are not trained properly on short - long abandons
* Support can be atrocious if you are a small business (The TAMs make pretty obvious that they have other priorities) - this is why the after care plan for us has made a huge difference.
* Support can be atrocious if you are a small business (The TAMs make pretty obvious that they have other priorities) - this is why the after care plan for us has made a huge difference.
What problems is the product solving and how is that benefiting you?
It has helped us to improve reporting, and it results an ally when it comes to streamlining operations
Recommendations to others considering the product:
Make sure they ensure a smooth transition from the implementation to the Account Management Team
The best SaaS contact center solution i've used yet.
What do you like best about the product?
Easy to navigate and find parameters through Central and Studio
What do you dislike about the product?
Some functions do not work as expected. When you create a new disposition, you can't assign to multiple Skills. It can only be done one at a time which is sometimes cumbersome depending on how many skills. Hope so an option to that allow you to assign an disposition to multiple skills at once.
What problems is the product solving and how is that benefiting you?
The new version on our platform (V14) doesn't allow you to disposition a call not unless you change your status. This issue has been identified as a bug in the works.
Workforce Management is a wonderful tool!
What do you like best about the product?
The ability to forecast headcount for client service representatives for various time intervals throughout the day to ensure we have proper coverage to meet SLA's. Also, very helpful in forecasting headcount based on additional volumes expected.
What do you dislike about the product?
Could be a bit more user friendly. A good example would be if you decide to add a new skill in inContact, we have to do a ton of work in WFM, this should be automated.
What problems is the product solving and how is that benefiting you?
WFM is allowing us to forecast with more accuracy our staffing needs. It has helped us spread out our lunches and breaks based on client needs which has resulted in much improved SLA's!
Excellent Cloud IVR/ACD product and much more
What do you like best about the product?
Ease of development for call flow and IVR products including making API calls. Most actions involving development can be dragged and dropped into the development environment code is easy to follow. The documentation is excellent. I have been in call centers for 20 years and inContact is the best call center tool I have used.
Administration of agents is easy - including adding removing and changing skills.
The staff at inContact are really bright people - from the Technical Account Managers (TAMs) and I have worked with 5 different TAMs on 5 different projects to the level one support for day to day issues- seldom have I left an interaction that I felt the person helping me didn't actually resolve my issue. The knowledge of the staff and the support within inContact is exceptional
The Community page allow users to interact with each other and answer common and complicated questions. Often reviewing this community I have found approaches I had not thought of before.
The training department is exceptional - every interaction with the training team has been great. I used the tools learned in the class to teach others how to use the tools and development. The pace of the class was great and the knowledge of the trainer was also exceptional. All the questions I had were either answered or he got back to me later with the answers.
Administration of agents is easy - including adding removing and changing skills.
The staff at inContact are really bright people - from the Technical Account Managers (TAMs) and I have worked with 5 different TAMs on 5 different projects to the level one support for day to day issues- seldom have I left an interaction that I felt the person helping me didn't actually resolve my issue. The knowledge of the staff and the support within inContact is exceptional
The Community page allow users to interact with each other and answer common and complicated questions. Often reviewing this community I have found approaches I had not thought of before.
The training department is exceptional - every interaction with the training team has been great. I used the tools learned in the class to teach others how to use the tools and development. The pace of the class was great and the knowledge of the trainer was also exceptional. All the questions I had were either answered or he got back to me later with the answers.
What do you dislike about the product?
One downside is the dependency on the internet and connectivity for call delivery. Slow bandwidth can cause issues in call quality. Periodically a failure at inContact will result in an outage of the call center.
Second sometimes I find a feature that is missing while adding an enhancement request is easy I do not feel enough of these are put into production for us to use and those that do make it into production often take a long time to make it- I think that a little more dedication to improvement would go a long way.
The other down side is different applications work better is different browsers. A password reset and Engage call recordings MUST be done in IE. Most other applications in Central can be best done in Chrome or Firefox. It would be great if all applications or features worked on all browsers or really well on just one.
For every implementation I have been involved with the inContact to live support has been missing a few things - I have had to create myself help guides for the end user agents. These help guides should be something the IC staff comes in with.
Dialer is very complicated and I am not sure I could think of a way to make it less complicated - but it is a beast.
Backing up scripts is not easy - I would like a way to archive (export) all of them in one click similiar to an ftp access or drag and drop (like prompts)
Second sometimes I find a feature that is missing while adding an enhancement request is easy I do not feel enough of these are put into production for us to use and those that do make it into production often take a long time to make it- I think that a little more dedication to improvement would go a long way.
The other down side is different applications work better is different browsers. A password reset and Engage call recordings MUST be done in IE. Most other applications in Central can be best done in Chrome or Firefox. It would be great if all applications or features worked on all browsers or really well on just one.
For every implementation I have been involved with the inContact to live support has been missing a few things - I have had to create myself help guides for the end user agents. These help guides should be something the IC staff comes in with.
Dialer is very complicated and I am not sure I could think of a way to make it less complicated - but it is a beast.
Backing up scripts is not easy - I would like a way to archive (export) all of them in one click similiar to an ftp access or drag and drop (like prompts)
What problems is the product solving and how is that benefiting you?
My team was able to get 2,000 agent home and continuing to take calls with ease (and 90 hour weeks) with the ease of IC development. Any call flow you can imagine can be done. All of these agents were able to continue working from home. Additionally the ease of development has allowed me to make changes on the fly and easily to accommodate the every changing business needs. The ability to use data dips allowed me to authenticate and pass that info to the agents saving some time on every call and therfore a cost savings. the integration with SF and Oracle are great allowing screen pops to help agents to avoid re-asking for authentication which as a caller has already answered.
Recommendations to others considering the product:
Its a great product. Do your homework and prepare well. Be sure to have an expert in house before making the switch. Be sure to know the common issues and how they are handled before jumping in all the issues can be handled. Once you get into it you will keep thinking of ways to improve the customer experience over and over. The IVR options are endless. Be sure all the APIs are connected and all the firewall rules are set up correctly. Most issues have been
Nice InContact is Easy to use
What do you like best about the product?
Ease of use, no extra's to install, works thru browser
What do you dislike about the product?
Occasional down time, but it's not often
What problems is the product solving and how is that benefiting you?
Ability to work on any PC
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