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Great product...intuitive!
What do you like best about the product?
Ease of use is HUGE. I walked into this call center 18 months ago having never seen InContact and am now the SITE SME in InContact. I attribute this to its ease of use and intuitive setup!
What do you dislike about the product?
Some things have strange inter-dependencies. This is a small complaint, but for example, not ready codes i think should go by skill, but they are set up by team. I guess this can avoid conflicts in multi skilled agents...but it has become an issue at times, again, very minor.
What problems is the product solving and how is that benefiting you?
The one throat to choke philosophy. It is one vendor, so the ease of acquiring support is in just having one support to contact and not having the initial steps of having to troubleshoot disparate systems. AT the same time, a cloud solution bottle necks our system at times, where if it is down, we are down. This is all acceptable as the up time is awesome.
Recommendations to others considering the product:
It is a great foundation for a call center, and they have many other products that will overlay it. WFM, InView, ProXS, etc. A truly omnichannel solution that you can get up to speed with quickly and have the utmost flexibility and reporting.
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QA Tools are Great
What do you like best about the product?
Listening options- Ease of use, User friendly, Stability, Lots of features
What do you dislike about the product?
Calls get put in storage after 60 days and it difficult to get back. Reporting doesn't come out share friendly. You have to clean up the data quite a bit to get it to a place it makes sense or can be shared.
What problems is the product solving and how is that benefiting you?
Agent evals, Voice of the customer, EWFM, QA reporting
Easy to manage and communicate for our remote agent
What do you like best about the product?
The dashboard layout is friendly to read and easy to access to our remote agent, and the agent reporting is detailed and clear. This makes our call center, office agents and remote from home agents easily, can connect at same time and in one place.
What do you dislike about the product?
Sometime the internet respond time is slow and showing network error message during called out to customer.
What problems is the product solving and how is that benefiting you?
none
Great Product For Complex Companies
What do you like best about the product?
My favorite thing about utilizing Nice inContact is the diversity of what you can do. We manage and take calls for dozens of different brands, each with their own set of logic and rules and regulations. We are able to satisfy the needs of each brand while building out complex projects to improve efficiencies and overall customer experience. We love the freedom and easy-to-use tools!
What do you dislike about the product?
I would like to have a staging environment for our changes so testing new projects has less risk during the initial stages (referring to Studio).
What problems is the product solving and how is that benefiting you?
We have used Studio to build out intelligent customer routing so we can dynamically send them to the place they need to be without asking them a single question based on past calls, brand, etc. It's been incredible to see what we can do to improve customer experience!
Recommendations to others considering the product:
If you need something multi-faceted, this is a great product to pursue.
Nice Incontact Review - Shawn Jackson
What do you like best about the product?
Dashboard view for shared business model
What do you dislike about the product?
Nothing so far, I think I dont have any complains.
What problems is the product solving and how is that benefiting you?
Real-time performance management, multiple reports, client management
Recommendations to others considering the product:
This is certainly the performance management software every organization can go for!
CXOne is the game changer we need
What do you like best about the product?
We love the simple and consistent user interface. The online help tools are easy to follow and implementation of new features are a breeze .
What do you dislike about the product?
It would be beneficial to have additional automated skilling and workforce rules.
What problems is the product solving and how is that benefiting you?
The biggest challenge we faced with our previous cloud based solution was downtime. Since switching to InContact we have had 0 downtime in the past 9 months.
Incontact Several options, difficult to maintain, keep up with and troubleshoot
What do you like best about the product?
Incontact has several options available in the system. It's easily accessible from anywhere which makes remote agents very easy. It's very adaptable to your business needs.
What do you dislike about the product?
Maintaining, learning, maintenance and upkeep can be pretty tough. Each time they update, you need to set a lot of time aside in order to make sure you are available for troubleshooting. Implementation moves very slow. Don't expect to make changes over night in most cases. I have I.T., call center, WFM and management background with some scripting experience. I still find myself always learning and running to catch up to make sure our program is working properly.
What problems is the product solving and how is that benefiting you?
Implementation costs are high and take a long time. Several issues with updates. The auto dialer is a very good program once you put in the time to build it.
Recommendations to others considering the product:
Be ready for a time commitment. You'll have a lot of systems and sub systems that you will need to learn to implement and maintain this program
Mastec inContact review
What do you like best about the product?
Simplifies workforce mgmt and the reporting tools are intuitive
What do you dislike about the product?
There used to be issues with support, but those have been resolved. Outages are handled with proactive status updates and we get follow up emails making sure we’re operational. So, not really a dislike :)
What problems is the product solving and how is that benefiting you?
The reporting is the best feature
Works well as a call queue manager
What do you like best about the product?
Easily jump in and out of the queue when busy or when taking breaks.
What do you dislike about the product?
Use of Flash. Sometimes it does not load properly or needs permission.
What problems is the product solving and how is that benefiting you?
We are solving our standard tech support calls from our employees.
Benefits are a easy to read interface that also include useful analytics.
Benefits are a easy to read interface that also include useful analytics.
Recommendations to others considering the product:
In my experience of using software that handles a medium sized company's incoming call queue, its the best I've used. (I've used many in the past 15 years)
InContact - Leading Cloud Contact center
What do you like best about the product?
The interface is intuitive. The platform is feature rich and delivers full set of capabilities to address and satisfy our business needs. Smart Inbox, Supervisor On-The-Go, Proactive outreach, Auto dialer and ECHO customer feedback are great add-ons to the platform. InContact has out of the box APIs you could leverage to tie in with your home grown applications and systems. One stop shop for Omnichannel, ACD routing, WFM, call recording, auto dialers, thin clients etc. Love the AI and Speech Analytics feature!
What do you dislike about the product?
During upgrades to the platforms, we noticed that some of the key metrics in reporting were lost for that timeframe. Work from home solution also needs to be solidified.
What problems is the product solving and how is that benefiting you?
One stop shop for all Contact center things
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