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Light Commercial Order Management Project Manager
What do you like best about the product?
Easy to pull reports and get feedback on data for reps.
What do you dislike about the product?
Not easy to modify reports with data coming back for ease of reporting.
What problems is the product solving and how is that benefiting you?
Inbound call service level, Abandon Rate, Dispositions for call types.
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Efficient Interface provides tremendous support for Call center
What do you like best about the product?
The interface is user friendly and is easy to understand. There is a lot of tasks and options that give flexibility of how we can coordinate with colleagues and clients on the line. Sometimes we have issues where our network fluctuates between online and offline, and as an alternative, we use our cellphones as an alternative way to redirect calls from our work phones to our personal cellphones. When we do have issues like this, we also do call the InContact help desk for a ticket where the service was prompt and efficient.
What do you dislike about the product?
The big concern of InContact is the switch to using only MAX as the only client when our call center would rely on using the Thin Max agent; it worked well when we were able to use it through Internet Explorer as much of our work is done through that browser but it's not a big concern. We now use the Max agent through Google Chrome and while it is a good compromise, it's a hassle to use two browsers at once for us to get the job done. Sometimes, the application will close randomly and we are not sure why but it could be on our end with what we are using. Most of the issues of InContact has been resolved with the recent update to the infrastructure of the MAX Client.
What problems is the product solving and how is that benefiting you?
As a call center, we rely on using InContact for us to manage calls and follow up with our clients. We realized that the application is able to do much more, plan out hours when we are open/close, transfer calls left and right depending on the situation. We are able to have weekly conferences that ensure our team is on the same page when it comes to the latest updates for the products we use, DSS and PASS.
Recommendations to others considering the product:
InContact is a great solution for Call Centers where the integration can be implemented for many workforces easily. Support is very quick to offer solutions when there are issues. The interface for the MAX Client is user friendly and presents a very easy to follow flow of how calls are logged and presented; all while you are able to see every user on the team in the tasks they are doing. This helps gauge on how the productivity of our work is presented through a pie or bar graph that show cases the total amount of inbound versus outbound calls.
It's been great, Meldee our account manager is awesome
What do you like best about the product?
The details in the reports and scripting.
What do you dislike about the product?
In the beginning, Incontact was dropping a lot of calls. That being said these issues were resolved.
What problems is the product solving and how is that benefiting you?
I currently don't have any problems.
Recommendations to others considering the product:
My advice would be to try it out. I guarantee they will like it and there is nothing to lose.
This is and has been the best system we have used for outbound calling.
What do you like best about the product?
easy to log on and use the system, fast . we make outgoing calls much faster, easy for callers of all skill levels to use the system . notices of upgrades are given in advance. the way we can link into our in house customer data base and have that information available on all calls placed in the system. we are able to have as many callers as needed at a given time or day and the system still works well with no glitches. screen pops are great help when talking to patrons regarding the sales of memberships or fundraising asks. we can see what they have purchased or donated in the past. recently and from years ago. all on the sale screen. admin can use reports by day, individual caller, groups. performance reviews information can be obtained from these reports. time callers spend on break or off of the phone is easily monotored by admin staff. call back information is held until the caller releases that information so it will not be called again. in house uploading of skills is easy and again works well with our inhouse system. easy to train all callers on the entire system. log in clear. process all clear. email notifications from NICE are helpful, give heads up to situations and changes as they and before they are changed. everyone can be clear on what is happening at all times. we have worked with other systems in the past and none have performed as well. no problems with system overloads, as many callers on at one time as we need to have with no issues. best outbound calling system we have used in several yeats.
What do you dislike about the product?
nothing really it fits our needs well and the new update is still user friendly. some times training is not clear from Incontact staff. callbacks are not fast enough to keep business moving. only issues are when internet is down, however that is an inhouse problem not related to NICE or InContact or the system. again it can be easily corrected in house.
What problems is the product solving and how is that benefiting you?
contacting customers quickly and with several callers. the ability to set up callbacks . track and log callers time in skills, on the system, break times and general work time on the phone with patrons. system links into our inhouse patron data base well.
Recommendations to others considering the product:
go with it! ask for extra support when first setting it up. after that it will run well and you will have tech support when and if you need it. easy for your in house staff to use and great reporting tools for admin. best we found.
Trane Technologies Review
What do you like best about the product?
It is easy to route calls to the appropriate individuals and departments. You can use the software to rotate your inbound calls between your sales team members. InContact offers a flexible developer console that enables you to do a lot with your telephony scripts. Plus, their API is quite powerful. First of all, this is SaaS-based call center software that is perfect for increasing the quality of leads and to minimize the cost of client interaction. It has lot of features that allow us to connect with their customers through various channels like inbound/outbound voice, social media, email, voice mail and other.
What do you dislike about the product?
This is a minor issue but sometimes we receive calls meant for other organizations. This wrong number annoyance happened a few times last year. But it does not have any impact on the efficiency of the system. There are stability issues with the software. Plus, the customer support is not the best as they leave you to fend for yourself. The company is not keeping up the times and has not adopted innovation and new technologies.
What problems is the product solving and how is that benefiting you?
We are a big company with a large call volume and InContact helps in the easy and efficient transfer and routing of calls to the right employees. We use InContact for phone support, chat, email, and workforce management. The vendor offers robust services and products, but their customer support can be improved. Plus, they struggle to meet their SLA promises because of stability issues as mentioned earlier.
Recommendations to others considering the product:
Ask questions about what you are needing, and how it can be resolved.
NICE IEX WFM Tool
What do you like best about the product?
The tool enables me to do my job. The number of items you can accomplish with the one tool if utilized correctly.
What do you dislike about the product?
The flow of the system is lacking quite a bit.
What problems is the product solving and how is that benefiting you?
Scheduling, Call Tracking and IVR
Recommendations to others considering the product:
Make sure the system will work for you and do what you need.
Well balanced contact system
What do you like best about the product?
The way it handles and distributes incoming contacts is really smooth. The data collection and reports are what shine.
What do you dislike about the product?
its comparability with different web browsers, can cause issues with users.
What problems is the product solving and how is that benefiting you?
we have been able to maximize and problem solve our balance of workforce in our different call queues.
Incontact Experience
What do you like best about the product?
We have increased agent efficiency by using inContact to deliver all of the work items which were pending from long back . Incontact is user friendly technology.
What do you dislike about the product?
No i don't have any dislike items in Incontact.
What problems is the product solving and how is that benefiting you?
We have solved most of the problems which was pending from other technologies like surveys,CSAT and more more.
Recommendations to others considering the product:
expecting more in user friendly.
Lots of Sizzle - not so much steak
What do you like best about the product?
Basic configuration easy. Quick to start
What do you dislike about the product?
Customization and integration were a struggle.
What problems is the product solving and how is that benefiting you?
Cloud based call centre solution. Benefits not realized.
Recommendations to others considering the product:
If you want the basics it is a good fit. If you want flexible options at a reasonable cost it might not be the best fit.
Virtual Call Center Software
What do you like best about the product?
Dialer functions and skills. Dashboards are simple setup. Call recording software is easy to use
What do you dislike about the product?
Reporting is clunky and not user friendly. Call recordings are not easy to tag for specific uses
What problems is the product solving and how is that benefiting you?
We utilize Nice InContact for full service call center functionality
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