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Mostly positive experiences
What do you like best about the product?
Dashboards and reportng- LOTS of uaseful data, modularity.
What do you dislike about the product?
For an organization of our size, can be hard to keep up with troubleshooting/diagnosing problems with the IC team.
What problems is the product solving and how is that benefiting you?
Helps with analytics.
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Great Phone Management System
What do you like best about the product?
Powerful report creation, allows you to track many KPIs and give you a real time overall of your team performance, you can break it down by agent, skill or campaign. Intuitive and well documented.
What do you dislike about the product?
Some times the application crashed and required to clean the cache and cookies in order to make it work.
What problems is the product solving and how is that benefiting you?
We move from another phone system (Avaya) I like InContact most because it give me lot of options and flexibility for manage and monitor my team performance.
Recommendations to others considering the product:
great phone system, make your team management easier and flexible
Customer Support is sub-par
What do you like best about the product?
Initial sales and implementation. Sales was very accommodating.
What do you dislike about the product?
Customer support inaccessibility. Our technical account manager doesn't provide a direct line to call.
What problems is the product solving and how is that benefiting you?
Tracking calls, soft phone features, recording capabilities
Recommendations to others considering the product:
Define your requirements thoroughly especially with your users
A Useful Tool
What do you like best about the product?
This tool is useful for managing large call volume as well as integrating with other analytical tools.
What do you dislike about the product?
I don't have any complaints about inContact.
What problems is the product solving and how is that benefiting you?
Makes it easy to spot areas for improvement.
InContact is a very user friendly platform
What do you like best about the product?
InContact is a great platform! It is very user friendly and great for checking call volume, call history, listening in on live calls and more! You are able to grade and coach calls which is amazing! Glad we made the change!
What do you dislike about the product?
Sometimes calls drop and sometimes calls are not recorded.
What problems is the product solving and how is that benefiting you?
We are able to manage service levels and quality score calls. We are also able to track call.
All interactions I have had are always very professional and helpful
What do you like best about the product?
IT department is very prompt and kind. I really appreciate the monthly update meetings that are scheduled with Bob, very informative.
What do you dislike about the product?
Honestly can't think of any, a very forward thinking company and has great communication
What problems is the product solving and how is that benefiting you?
Streamlining all contact with my agents and I am able to pull great reports
Very hard to make changes without help
What do you like best about the product?
I like the dashboards and the ease of moving staff members to different skills. Also the ease of listening to call recordings.
What do you dislike about the product?
It’s very difficult and expensive to make scripting changes.
What problems is the product solving and how is that benefiting you?
I have a fantastic TAM, however sometimes our scripts don’t run how I want them to.
Recommendations to others considering the product:
Very expensive to get help. The system is pretty easy to use once it’s set up but the costs are very high
Great Experience
What do you like best about the product?
We always receive quick and exceptional support from our TAM.
What do you dislike about the product?
NICE IEX has a lot of steps that I feel could be condensed or made simpler.
What problems is the product solving and how is that benefiting you?
Calls route through properly, scheduling is much easier, forecasting is more accurate, Engage screen recording option has been very beneficial in helping us coach our employees.
Recommendations to others considering the product:
n/a
Omni Channel Success for a Start-up
What do you like best about the product?
Nice InContact was able to easily integrate with our current platform. One of the features that I like best is that for outbound campaigns the technology that is used reduces/eliminates the lag time before the call is transferred to an agent. This helps us create a better member expereince, but connecting to an agent immediately on outbound campaigns.
What do you dislike about the product?
Out of the box reporting could be more robust for agent productivity. There is also an opportunity for Incontact to archive previous chat support interactions, so they can be referenced in the future if a similar problem happens again. This would reduce the time needed to explain the situation again, and the steps used to resolve the problem.
What problems is the product solving and how is that benefiting you?
Our company works with multiple customers, and product and service types. The software makes is easy to skill agents properly for products and priorities. The software also allowed us to integrate chat functionality for the team, which improves the member experience and channels of communication.
Easy to use with a good graphical interface. The software integrates with Salesforce very well.
What do you like best about the product?
Simplicity. The software is fairly easy to use for most call center agents. The software is reliable and integrates with Salesforce very well.
What do you dislike about the product?
The customer support for InContact is not as helpful as we would like.
What problems is the product solving and how is that benefiting you?
Dialing campaigns in Salesforce and having our call center agents contact thousands of people every day.
Recommendations to others considering the product:
A great contact software that integrates with Salesforce. The software provides easy to use features and allows agents to quickly service marketing campaigns.
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