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Stable Solution for high volume support center
What do you like best about the product?
The ease of use, and training . The tool has allowed us to be a fully work from home solution during the pandemic. The environment is pretty stable and is a great tool for those support desks that are simple contact / resolution desk,
What do you dislike about the product?
Prior to some updates, the system was very unstable. At times, the soft phone solution is a little bit clunky. Standard reporting is just that, standard, Would be nice to have better visuals that make sense and easier to use. You should not need a subject matter expert to run reports
What problems is the product solving and how is that benefiting you?
Ease of use and flexibity. My 24/6 desk can easily work from anywhere in the country. We have been able to expand our hiring outside of our metro area when there is a need for specialty skills.
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A company you can count on
What do you like best about the product?
I have been a NICE inContact user for almost 2 years now. Business can be overwhelming at times, but their support team is always available to help.
What do you dislike about the product?
At times it can be hard to accomplish custom things that aren't readily available with the NICE inContact system. It can take some extra time if customization is needed
What problems is the product solving and how is that benefiting you?
NICE inContact has been a great solution for our agency and has helped us grow since joining 2 years ago.
Recommendations to others considering the product:
Take your time on the implementation phase to get setup correctly. It will save you time in the long run.
NICE UNDER THE KNIFE
What do you like best about the product?
The continuous support and updates. The efficiency in responding to all queries.
What do you dislike about the product?
Some missing features that would assist in making things a little easier. Eg, not being able to change the status of my agents as a supervisor.
What problems is the product solving and how is that benefiting you?
We are able to contact our customers both locally and internationally. The updates from the support staff is amazing.
Recommendations to others considering the product:
The platform is easy to integrate with other software, the support is fantastic. They are constantly seeking feedback for improvement. A wiliness to adapt and improve.
Workable Service
What do you like best about the product?
Ability to work remotely and pick up calls without having to be at the office.
What do you dislike about the product?
The system leaves many to be desired. Has a number of errors and network issues. Also doesn't allow block/unblock function.
What problems is the product solving and how is that benefiting you?
Disconnection due to network issues
NICE inContact has been the best option for years
What do you like best about the product?
It is versatile and very easy to use. It makes training a breeze.
What do you dislike about the product?
There is nothing about NICE inContact that I dislike. Whenever we have troubles it is easy to get help with.
What problems is the product solving and how is that benefiting you?
We are able to work from home or in the office with NICE inContact. We are able to utilize dialers to help call each of our customers whenever we want and we are able to answer calls/chats/emails efficiently.
Recommendations to others considering the product:
Have a designated employee for inContact so that they can really learn all the ins and outs. There is so much that you can do that it is worth spending all day learning. Also spend the money to have weekly meetings with inContact it really helps.
Very little down time
What do you like best about the product?
We've been customers for 7 years and we have had very little down time over the years. The communication during any event that causes a disruption is great. The low amount of downtime is something every customer in today's world is looking for. When you get to that 99.999% of up time you can provide your team with a reliable tool to be successful in the world of support.
What do you dislike about the product?
The biggest thing I've noticed is not having a dedicated account representative. RCA for an outage seem to take awhile to get. RCA can be difficult to track in a complex environment so that definitely makes it understandable but sometimes we have customers that are pushing to get these at the speed it is happening at times.
What problems is the product solving and how is that benefiting you?
We're able to operate multiple desks while being able to control routing. The studio for building out the call flows have been instrumental in starting a desk quickly. It allows us to setup our teams to be as proficient as possible. The ability to setup agent skills and have routing attached to that which keep the best agents for certain issues available for those and new agents on more beginner level tasks. This helps them get up to speed in a controlled manner not just lets throw everything and the kitchen sink at a new agent. Which I believe helps with development and retention of agents as they get up to speed.
Recommendations to others considering the product:
If you're looking for a company that recognizes the availability needs of companies today look no further.
Good system
What do you like best about the product?
I love using the contact history report which allows my team to view the call metadata and listen to the call recording right from the system.
What do you dislike about the product?
I can sometimes be hard to download reports based off dispositions that are formatted in a consumable manner.
What problems is the product solving and how is that benefiting you?
We are able to easily track agent call states in one easy to use dashboard, which allows us to manage our floor easily.
Recommendations to others considering the product:
I would recommend it.
An industry leading solid ACD/IVR solution
What do you like best about the product?
NICE inContact's ACD/IVR solution is a solid industry leading solution that is flexible, scalable and allows for real time solutions to real time problems.
What do you dislike about the product?
The growth and stability in the area of the ACD/IVR solution offers very little to dislike.
What problems is the product solving and how is that benefiting you?
As a BPO we are able to manage our customers needs, wants and problems in a way that rarely disappoints. The flexibility of the ACD/IVR solution allows you to accomplish virtually anything that creative minds can imagine.
Recommendations to others considering the product:
Be as clear and transparent as possible when discussing your initial needs to ensure that there are no gaps during implementation.
Simple reporting suite
What do you like best about the product?
The reporting suite is very simple to use
What do you dislike about the product?
Level of granularity in reporting isnt enough
What problems is the product solving and how is that benefiting you?
Working out our Average handling time, we can also now see our handled without transfers
Recommendations to others considering the product:
know what you want
Remote access from any where.
What do you like best about the product?
Able to do work anywhere, especially right now that our country in lockdown due to covid19. I was able to complete my projects for our new client and meet the scheduled implementation of their ACD/IVR for their EU contact centers.
What do you dislike about the product?
no option to keep the support page open until I log out. I personally use my laptop and I always lock it when I need to leave for a moment.
What problems is the product solving and how is that benefiting you?
I troubleshoot and implement changes in ACD/IVR. We also handle QOS issues. We provide how-to's on reporting. API troubleshooting for salesforce and Engage. basic set-up, provisioning and troubleshoot on softphones and IP desk phones.
Recommendations to others considering the product:
option to leave the support page open until logout.
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