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Contact Solutions at It's Best, Telecommunication Service You Should be Using!
What do you like best about the product?
One of the best features of inContact is the ability to route calls to any number you want. This works well in our office in case our VoIP service goes down, we can continue working by routing calls through whatever number we want. This happens....a lot more often that I would like but being able to link inContact to any number including personal phones makes the service A+
What do you dislike about the product?
I personally preferred the old lite client to the current MAX client but the platform is functional and easy to use which is what makes it a great call center solution. In the MAX client the UI is clean and modern which looks very nice compared to the old lite client though so that's definitely an upgrade worth talking about.
What problems is the product solving and how is that benefiting you?
inContact provides a solution to many call center problems like call queuing. inContact gives us an organized queue for all our analysts that gives distributes calls based on availability as well as simple solutions for conferencing and call transfers. inContact is also a wonderful solution for telework, being able to log into inContact from anywhere solves a telework issue for this business which is something that could hold back other services.
Recommendations to others considering the product:
Get it and use it, it's a platform worth using!
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Experience has been good thus far. Easy to use, very user friendly.
What do you like best about the product?
All the available reports that can be ran/pulled within minutes to get the data I need.
What do you dislike about the product?
The lack of help from inContacts customer service. You call for help, and all they do is gather info and create a case. They don't assist you while on the phone, I've had a case (01379597) open since 3/2/2020 and haven't had a singe reply.
What problems is the product solving and how is that benefiting you?
Calls, emails and performance management via Clearview.
Recommendations to others considering the product:
Great tool and very user friendly.
Good product
What do you like best about the product?
Easy to set up and get started with. Great easy to use tech support
What do you dislike about the product?
Somewhat confusing billing. We did not understand going into using IC everything that we would be billed for each month and how it would work, however, the team at inContact were very patient in working withus and helping us understand how we could control those costs
What problems is the product solving and how is that benefiting you?
We are able to better control call flow using the call back feature to our advantage (we are a primarily in-bound call center) which in turn allows us to manage staffing levels. We are able to prioritize the calls.
The ability to get cradle to grave data has allowed for enhanced community reports
The ability to get cradle to grave data has allowed for enhanced community reports
Recommendations to others considering the product:
Be sure to ask plenty of questions
They take time to invesgiste an issue
What do you like best about the product?
All solution will be perfect in details with examples
What do you dislike about the product?
They take a long time to investigate an issue
What problems is the product solving and how is that benefiting you?
the resolution will be very detailed if they provide
Recommendations to others considering the product:
yes i will
Customer Service Manager
What do you like best about the product?
I love that I can easily monitor our reps
What do you dislike about the product?
With our system not every call is recorded
What problems is the product solving and how is that benefiting you?
We are creating an easier system for our customers to contact us with. This helps us provide better customer service to our customers.
Recommendations to others considering the product:
I would recommend you get a full list of what Nice offers, this will allow you to understand the true value of the company. As well ask if you can have a rep assigned to your account. We have a rep for our account and they are quick, trustworthy and extremely helpful.
Wonderful Program with a few challenges but great support!
What do you like best about the product?
I like the ample options available for customization, as well as the ability to interact with teams!
What do you dislike about the product?
The downsides of InContact are the few and far between errors that are still rapidly resolved! Glitches are expected with any technology and I am happy with InContact's support!
What problems is the product solving and how is that benefiting you?
InContact is allowing me to solve problems with remote employees and maintain a consistent communication. The benefit of this is that we are one universal team and able to work together no matter where we are located!
Recommendations to others considering the product:
More detailed options for those who want to complete a task quickly - such as being able to view a team and change who they report to rather than only having limited options such as adding or removing team members or changing the skill.
inContact Review
What do you like best about the product?
Program is easy to implement, use and they have great support.
What do you dislike about the product?
The only annoying thing is the inability resize MAX
What problems is the product solving and how is that benefiting you?
Typically issues are resolved very quickly so work hasn't been impacted. The program is very stable so we've experience few issues. However, when an issue does arise, support is very quick at resolving.
Great Contact Center platform
What do you like best about the product?
InContact is a great solution for call centers. The product was integrated quickly and is very user friendly. Support is quick to offer solutions when there are issues.
What do you dislike about the product?
TAMs changing frequently, and they are a hit or miss.
What problems is the product solving and how is that benefiting you?
Routing calls to 3 offices in 3 different timezones, ability to provide 24x5 phone support.
powerful servvices
What do you like best about the product?
futures/capability of the script setup/studio
What do you dislike about the product?
there is a bit of a learning curve to understand/develop/configure
What problems is the product solving and how is that benefiting you?
IVR routing / workflows / team resource management
assistance by the engineer
What do you like best about the product?
we could record our training sessions in Webex. the tool is easy to use.
What do you dislike about the product?
Initial download requires administrator privileges
What problems is the product solving and how is that benefiting you?
issues related to inContact web application like network issue related to inContact, reports and miscellances in the application
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