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Cloud Contact Center Solution
What do you like best about the product?
The robo-dialer is what I like best, as we can schedule callbacks to inform customers about repetitive issues.
What do you dislike about the product?
The main issue is that I do not have full control over logged-in agents, to place them in whatever status I wish.
What problems is the product solving and how is that benefiting you?
iContact allows us to solve the workforce issue and also the inbound call issues, as we are able to see just how many calls are hitting the cue on a daily basis, the number of agents needed, agent availability, and productivity.
Recommendations to others considering the product:
Contact the team to see if this software is right for you, in most cases it really is.
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InContact System
What do you like best about the product?
I love the reporting features. It is essential to a call center director to understand what is going on in the call center.
What do you dislike about the product?
I dislike how convoluted the custom reporting can be.
What problems is the product solving and how is that benefiting you?
I love the real time and how seamless it has been with our spice integration CRM. I love the ease of access and the recording feature.
Manager of Customer Experience
What do you like best about the product?
We have a dedicated Technical Account Manager who is fantastic! HE is very helpful with providing solutions to any issues, and has amazing follow up.
What do you dislike about the product?
I don like calling in to the general help desk. I understand that they are troubleshooting, but it is a very painful process.
What problems is the product solving and how is that benefiting you?
We are solving issues with speed to answer, abandoned calls, and also gaining voice of customer through post call surveys.
Recommendations to others considering the product:
When setting up have someone who knows something about call centers involved. We did this from scratch, not knowing anything about how it worked, it was slightly painful. Pay for the in house training, and the TAM, it is well worth it.
InContact allows us to support over 100 festival clients that need support for their customers.
What do you like best about the product?
The UX, user interface is very easy to navigate, update and configure.
What do you dislike about the product?
Reporting can only pull data for 3 month increments
What problems is the product solving and how is that benefiting you?
I see the capabilities as very useful in that we're able to update IVR settings in InContact Studio at any moment's notice
NICE is nice for your business
What do you like best about the product?
I enjoy the ease of modifications that can be done on the next system.
What do you dislike about the product?
there are parts where you cannot modify for instance the contact history that's green I want to be able to make it bigger but unfortunately i cannot.
What problems is the product solving and how is that benefiting you?
I have been able to have my agents know exactly where they need to be in regards to their statuses and time they have taken on every call.
incontact
What do you like best about the product?
I like that it allows you to see exactly how many calls are in each queue, provides you w/wait times.
What do you dislike about the product?
The inability to select and see specific calls. At the minimum should be able to queue a specific queue for the next call to come thru.
What problems is the product solving and how is that benefiting you?
The ease of access is great. This has allowed a quicker transition between new hires and long time employees.
Recommendations to others considering the product:
Great system but there are learning curve for users. Once that is done good system for calls. The ability to remove skills in supervisor mode is very useful especially if someone on the team has to call out sick, this allows for continuation of services even when we're down a person.
Contact Center Software for the Modern Call Center
What do you like best about the product?
I enjoy using NICE inContact for my team! It is easy to configure and includes a ton of features out of the box. It allows us to run our call center efficiently. I love the tools available for reporting, including the custom features. I also like the ability to live monitor calls as they are taking place.
What do you dislike about the product?
Sometimes the functionality would go down, but the team was quick to respond.
What problems is the product solving and how is that benefiting you?
Outbound campaign dialing, reporting features, quality recordings
Recommendations to others considering the product:
Explore all features so that you are getting the best use of the product; ask lots of questions and be involed
Easy to use Product
What do you like best about the product?
The ease of use. Products are pretty intuitive and user friendly.
What do you dislike about the product?
Customer service has been hit or miss. When completing a new implementation of a point of contact we had a lot of miscommunication and misunderstanding about timing, expectations and missed a deadline because of it.
What problems is the product solving and how is that benefiting you?
The product has allowed us to improve our contact center operations by giving us one platform for all media types. It has also enabled us to work from anywhere on any device and given us some redundancies.
Recommendations to others considering the product:
This system offers a holistic approach to contact center management suites, allowing for ease of management, in a user friendly way.
IN CONTACT REVIEW
What do you like best about the product?
The simplicity of using the program is what i appreciate the most!
What do you dislike about the product?
Not much to dislike in my opinion. Software works great!
What problems is the product solving and how is that benefiting you?
USPS employees call us and we troubleshoot all kinds of issues with their laptops and scanners.
Recommendations to others considering the product:
Great product!
Powerful platform - lacking clarity and support
What do you like best about the product?
Studio flexibility is the best feature top of the list.
What do you dislike about the product?
support its been somehow always behind, communications are not all the time clear and expectations are always impacted.
What problems is the product solving and how is that benefiting you?
Integration with multiple platforms and call flow flexibility.
Recommendations to others considering the product:
check the scripting solution, so far, in my experience is one of the best out in the market
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