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Needs more upgrades to become the perfect system.
What do you like best about the product?
Personal Connection Dialer
InView Reporting
Studio
InView Reporting
Studio
What do you dislike about the product?
We have had some issues with connectivity and dropped calls.
What problems is the product solving and how is that benefiting you?
We were looking to get these items resolved
1) Make more phone calls
2) Get better metrics for the sales floor
3) Improve our customer experience with the customization of call flows on the fly
1) Make more phone calls
2) Get better metrics for the sales floor
3) Improve our customer experience with the customization of call flows on the fly
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Great Sound Quality and Excellent support
What do you like best about the product?
Consistency and communication. The support team has answered all questions and has been extremely helpful with everything. I highly recommend a TAM has been worth every penny.
What do you dislike about the product?
I use In-Contact everyday and has zero complaints. At first there was a learning curve because there are some many terms to learn but the support staff has been wonderful explaining questions I'm sure they have answered 100's of times.
What problems is the product solving and how is that benefiting you?
People are getting the calls they are supposed to get.
Pretty Straightforward and simple to use
What do you like best about the product?
inContacts communication. Too often companies try to hide when they have issues. inContact responds very quickly and incidents don't last long at all.
What do you dislike about the product?
Two things:
One thing I don't think is intuitive is the menu to switch between admin/acd/reporting/wfi screens. It looks like you're in the one menu, but there's no indication that clicking on the category will change it. Instead it looks like it's the categories sub-menu even though the menu items are beneath it.
The second thing is that when uploading to the dialer, it seems to have retained all the old files so all new files require a unique name. While this is not a problem and the solution is simple, why is it remembering my old files? These should be deleted periodically and quickly.
One thing I don't think is intuitive is the menu to switch between admin/acd/reporting/wfi screens. It looks like you're in the one menu, but there's no indication that clicking on the category will change it. Instead it looks like it's the categories sub-menu even though the menu items are beneath it.
The second thing is that when uploading to the dialer, it seems to have retained all the old files so all new files require a unique name. While this is not a problem and the solution is simple, why is it remembering my old files? These should be deleted periodically and quickly.
What problems is the product solving and how is that benefiting you?
We have absorbed other businesses and inContact made it easy to set up what we needed for each of the new companies while we took over.
Recommendations to others considering the product:
Drill down into each setting to really see what's available
Very easy tool to use to use
What do you like best about the product?
The integration with Salesforce is nice and robust. Consistent Update to the look/feel of the Agent for Salesforce is nice as well.
Scripting is very cool and easy
Scripting is very cool and easy
What do you dislike about the product?
The support desk doesn’t always know how to fix an issue. Although they escalate the issue sometimes it’s nice to have a solution to the issue at the time of the problem
What problems is the product solving and how is that benefiting you?
Call center - Softphone and Chat integration with Salesforce
The Omni channel features are very robust and nice
The Omni channel features are very robust and nice
Recommendations to others considering the product:
Read information from their support and Knowledge database
Not User Friendly
What do you like best about the product?
The Account Manager option although it should be free of service and not an additional $350 or so extra.
What do you dislike about the product?
The UI is not user friendly. The reporting needs is way to difficult, you have to pay for everything that your business may need for extra such as screen captures, an account manager, changing anything in the script, etc. For this interface, you have to have an account manager just to get the reports you need for your business because trying to pull reports out of this system is a nightmare. All the reports do not match up and even their own account manager has a hard time figuring it out.
What problems is the product solving and how is that benefiting you?
Eventually you do get a good report for your business needs to monitor key metrics such as AHT, Service Level, etc but it takes months and you still have to verify the data because most of the time its inaccurate.
Power Contact Center Solution, Bit of a Learning Curve
What do you like best about the product?
InContact's tools for customizing your inbound call flow is the best I've ever had to use for a dialer/contact center solution.
What do you dislike about the product?
There is a learning curve to becoming an administrator. There are several settings you have to configure manually aka sit-and-click but that's infrequent since you're not really going to have to constantly build something brand new.
What problems is the product solving and how is that benefiting you?
In the last 6 weeks, we've had some outages caused by the sub-carriers being used by InContact. This manifested itself as one-way audio between our call center agents and the customer being called where the customer's audio was not being fed to our agents.
Easy to use system
What do you like best about the product?
I enjoy the speed of access it provides in terms of locating agents and acquiring calls.
What do you dislike about the product?
I dislike the small window when trying to access a call. Please use the full screen.
What problems is the product solving and how is that benefiting you?
I was able to properly motivate my team to strive to a high SL with placing the numbers real time and clearly.
Recommendations to others considering the product:
Make sure your network is compatible with NICE. It Is user friendly but to avoid any complications all systems must be compatible.
Easy Set up and use
What do you like best about the product?
Like the most about it is that it is easy to set up agents. There is not a lot that has to be done first set up aside from the agent’s login and phone number.
What do you dislike about the product?
I would like to see an easy way to record calls and review. I know you can but like a lot of the features, Dig deep to find out where to find tools and how to use them.
What problems is the product solving and how is that benefiting you?
This has given us a way to connect agents with our customers. It’s ease-of-use has made it possible for agents to make thousands of calls per month seamlessly with very little need for supervisor assistance.
Recommendations to others considering the product:
Make sure to look through all of the reports and run them as there is surprising information hidden in those reports that has been very useful.
The move to Max client has been good
What do you like best about the product?
Works well, handles being in multiple queues for different skills just fine
What do you dislike about the product?
old thin client was low resolution and hard to see. New Max looks much better
What problems is the product solving and how is that benefiting you?
how to split calls to one number to multiple skills is not hard
There is good support, when I reach for help there is availability from the support team.
What do you like best about the product?
the availability, the constant updates about product updates and incidents.
What do you dislike about the product?
Not sure if I dislike anything. Sometimes the system fails but unsure if it a local connection or a system wide event.
What problems is the product solving and how is that benefiting you?
call management, reporting, volume, data. I can run the operation smoother
Recommendations to others considering the product:
USE MAX AGENT
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