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Incontact Warrior
What do you like best about the product?
Supervisor mode is amazing and has benefited me a ton.
Really easy to adjust the skills of my analyst.
Really easy to adjust the skills of my analyst.
What do you dislike about the product?
Reporting could be a bit better and simpler for creating dashboards and what not.
What problems is the product solving and how is that benefiting you?
Tracking our agents status through the day without InContact would be impossible.
Call adherence sometimes and making sure that everyone is held countable.
Really really amazing product.
Call adherence sometimes and making sure that everyone is held countable.
Really really amazing product.
Recommendations to others considering the product:
This tool is a staple for our company. It would be hard not to use this tool on a day to day basis.
This should be a strong tool for any call center/Help Desk related work environment.
This should be a strong tool for any call center/Help Desk related work environment.
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Pretty good application, when it is working.
What do you like best about the product?
The dialer feature is great and the ease of use of the application. Easy to dial and to use any phone number to connect and pick calls. The whisper calling is a neat feature, as well as call scheduling, for future call backs. Like the call recording feature but listening can be a little problematic.
What do you dislike about the product?
Dislike the fact that this is not natively installed/integrated into Dynamics CRM. The use of USD makes it difficult to determine the failure of USD from the application. This is important since users will not like to be logging into multiple application hence not using the inCentral application.
Difficult to configure for other departments. This application is rather difficult to setup espcially for on-premises Dynamics CRM.
Difficult to configure for other departments. This application is rather difficult to setup espcially for on-premises Dynamics CRM.
What problems is the product solving and how is that benefiting you?
Call Center
Recommendations to others considering the product:
Get a good implementor
Nice inContact is useful
What do you like best about the product?
I like the Studio layout and the graphic interface.
What do you dislike about the product?
Trying to create reports is challenging, trying to figure out which templates show which fields.
What problems is the product solving and how is that benefiting you?
We are trying to set up phone surveys, which works great except for reporting.
Endless Custom Options
What do you like best about the product?
NICE Incontact provides countless custom options when it comes to our phone system, they have been able to handle any custom request when it comes to setting up our clients experience and providing our agents with the tools to assist our clients all while providing the company with the proper reports/KPIs.
What do you dislike about the product?
Some of the setup/backend settings can be convoluted, have to have support make a lot of changes but they are very easy to work with.
What problems is the product solving and how is that benefiting you?
Our agents are able to be more efficient and our average handle time has decreased. It has created a better culture in our call center and our call center agents have easy access to their KPIs.
Nice inContact directs all our communication
What do you like best about the product?
My company enjoys the ability to have hands on to control our voice, email, chat, sms and email communication with our customers. The system is set up so we can easily make changes when needed. The great thing is Nice inContact is always there to help when we have questions.
What do you dislike about the product?
There are a few glitches with different skills working together and we have great support through NICE inContact to quickly resolve it and a few times it can take months for a fix when we have to wait for an update.
What problems is the product solving and how is that benefiting you?
One system to manage inbound and outbound voice throughout the company. The same system is available for emails, SMS, Chats and voice.
Recommendations to others considering the product:
Take enough time to learn the product and establish a good foundation of knowledge and trouble shooting. Learn all the features and how they can improve customer service, employee engagement and your business. It is a full package that meets all these needs.
InContact has been quite the experience.
What do you like best about the product?
I really like how transparent and prompt Support is while having an issue.
What do you dislike about the product?
While running reports, there are always at lot of "conditions" and filters. I think there should be an easier and faster way to do so.
What problems is the product solving and how is that benefiting you?
We're working on adjusting the call flow to direct certain customers to a specific line/message. Let's see how things work out! Big adjustments coming soon!
Recommendations to others considering the product:
Ensure sales are not impacting your customers while they're asking support questions. Be transparent when it comes to products and cost. Not saying that there has been issues, but it's always nice to feel like you're fully informed on things.
Great phone software
What do you like best about the product?
I like how customizable and reliable the system is.
What do you dislike about the product?
Absolutely nothing, it is a great system
What problems is the product solving and how is that benefiting you?
Nothing
Why I Love inContact
What do you like best about the product?
I absolutely love inContact. It is the best call routing tool I've used in my career in IT. It is reliable, efficient, and easy to use. It makes taking calls at a high volume call center smooth and easy!
What do you dislike about the product?
I honestly do not have too many dislikes but every product has it's cons. Sometimes calls drop or get refused due to technical issues inContact may have, but those issues are usually quickly resolved.
What problems is the product solving and how is that benefiting you?
As I've said previously, inContact makes call routing easy! It's an amazing solution for how volume call and service centers. It keeps us organized and on top of calls!
Recommendations to others considering the product:
inContact is the best call routing solution out there today!
It's been good.
What do you like best about the product?
The customization of skills, the easy way to use the dialer and make calls.
What do you dislike about the product?
There are several bugs or glitches, like reporting or giving all uploaded records. I think it could be easier to use.
What problems is the product solving and how is that benefiting you?
We are trying to improve our call skills, and our sales by using automatic dialing.
A Solid System
What do you like best about the product?
InContact is easy to use, offers many technical features, and sports fairly easy reporting options. Tech support is typically fast and courteous, and down time is minimal. Chat, text, and email are also available all through the same system, which is handy, and the live call monitoring/call recording is so helpful for monitoring for quality control. We've also been able to link InContact to our Information & Referral database, so some of the demographic questions are asked via IVR and are automatically populated into our database. When the call is assigned, a link to their call record pops, and they open a partially completed call record. This saves us time and the uneasiness of an automated services asking some of the questions rather than a live person.
What do you dislike about the product?
I have been having issues with ECHO, which is a feature that is supposed to report automated survey results from the caller. I can't seem to get an answer on why it isn't working, but it could be user error.
What problems is the product solving and how is that benefiting you?
InContact takes much of the work out of call/text/chat/email routing for us and allows us to focus on other areas. We've seen other systems first hand that are not user friendly and sport big price tags, and we are thankful we can afford InContact.
Recommendations to others considering the product:
If you can afford it, get it. It's easy to use, passwords can be reset by users (forgot password link), and you can live monitor, coach, or barge in on calls as needed. There are so many features at your fingertips.
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