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Soft Phone Max
What do you like best about the product?
I helped create Max when we signed up actually. inContact did not have a softphone to sell and we developed Max based off the softphone that RingCentral provided at the time. I worked with developers to brainstorm all the functions needed, however with a merge I believe inContact decided to use their softphone with the new features incorporated.
What do you dislike about the product?
Anything being internet based is risky when there are outages .. nothing is perfect but if you were drilling down it would be down time equals negative net $100 per minute down.
What problems is the product solving and how is that benefiting you?
API connectivity, we have mostly accompanied our LMS with inContact via API. We would like to gamify our system while utilizing the phone stats. IE. little guy climbing and gains elevation after each successful call.
Recommendations to others considering the product:
If it is good enough for Disney call centers after the release of Disney+ then it will be just fine for your small, medium, and large organization.
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Good Product
What do you like best about the product?
Manages call and email tickets very well.
What do you dislike about the product?
Licenses are annoying to transfer between users, even when it's just a profile rebuild.
What problems is the product solving and how is that benefiting you?
Unified call center solution.
Excellent service
What do you like best about the product?
The way the team keeps updating the ticketing system is great.
What do you dislike about the product?
Nothing everything is absolutely fine and working good
What problems is the product solving and how is that benefiting you?
Issue related to NICE platform
NiC is always striving to do better and easier. CXone, RLR, etc
What do you like best about the product?
We contracted to have NiC program our IVRs for new business and PSOD for changes to the IVRs when needed. The talent level in PSOD is excellent. I've always had a positive experience
What do you dislike about the product?
Some of the changes to applications cause us to make changes in our environment. Sometimes it can be difficult to make changes quickly.
What problems is the product solving and how is that benefiting you?
We face challenges at times making our SLA call metrics. NiC makes it easy to make configuration changes easily.
Recommendations to others considering the product:
Setting up the IVRs Surveys, Workforce Intelligence etc. Take time to plan what you want to accomplish with inContact. NiC will do exactly what you ask for.
with the predictive dialer, this tool limits the use of manual inputs when contacting clients
What do you like best about the product?
that it dials within seconds at a time as soon as one call ends, another appears
What do you dislike about the product?
when its down, its down, which slows up the process of moving forward but its minor infractions
What problems is the product solving and how is that benefiting you?
the impact that it has when dialing contacts and ho you can manage the call or forward the calls to its appropriate destination
Recommendations to others considering the product:
Having Incontact to do the dialing for you could save so much time on Inbound/Outbound calls in any organization
Nice in Contact is nice but it could be nicer!
What do you like best about the product?
Offers a lot of robust features such scheduling and reporting. Many of these were lacking in other products but this makes it easier and allows us to move away from spreadsheets.
What do you dislike about the product?
Their support model is lacking. Some individuals during the implementation process were very helpful but the seems to be a lot of disconnect between the various members of support. Hard to track updates or just pure lack of engagement from support side.
What problems is the product solving and how is that benefiting you?
Improving customer support interaction through email, phone and chat.
New customer - tool not living up to expectations
What do you like best about the product?
I like the amount of reporting options available in the Nice Incontact world. Between their own dashboards as well as Inview.
What do you dislike about the product?
Right now, this is a very long list. Lots of product bugs/flaws, poor design on certain items, constant troubleshooting, difficult to customize, WFM is very laggy and slow. It is not easy to templatize and we have doubts about the forecast tool and feel like it is severely flawed. Nice InContact support at times is hard to reach (even before remote environment), and when they are reached, there tends to be a lot of double explaining the issue. Either they don't research the question well enough, or just don't read or understand it. They close out tickets to be assigned to "known issues" or bugs. When this happens, the customer will not receive any more updates on this issue as the ticket becomes an internal ticket and there is no insight for the customer. And if you use Inview, you submit a ticket to Nice, who submits a separate ticket to Inview, which the customer cannot see, so it's tough to get updates there.
The overall UX looks old and could use updated. The support portal tends to run slow and I run into login loading issues often. Studio and other features are not compatible with Mac (and a sales issue here, but this was not told to us until we were far into our implementation).
The overall UX looks old and could use updated. The support portal tends to run slow and I run into login loading issues often. Studio and other features are not compatible with Mac (and a sales issue here, but this was not told to us until we were far into our implementation).
What problems is the product solving and how is that benefiting you?
We were attempting to bring an all in one case routing system that includes chat, email, and phone, workforce management, and reporting tool. The benefits have been low so far, the amount of extra work that has gone into the implementation has been an incredible time drain.
Great system, small learning curver, little pricey
What do you like best about the product?
The platform is pretty straight forward for the skill, user, POC, etc management. It also is flexible to meet near all needs. I love that we do not need a person from inContact (or partner) to take care of any little thing and we can be pretty self sufficient.
What do you dislike about the product?
Reporting. Woof. This is a little disappointing. Canned reports (for our environment) are not good. Custom reports are much better and work fairly well. There are some functions or data points that are not able to be reported outside of APIs, such as a transfer does not count as a transfer for email. It does for chat, phone, voicemail, but not email. That design was a bit short sighted. InContact does a good job of listening to the community and communicates things that will be on the road map for development.
What problems is the product solving and how is that benefiting you?
We had nearly a 7% reduction in our staffing needs because the system is much more efficient than our previous. Flexible for remote employees which we now have a few of.
Recommendations to others considering the product:
Have a good structured plan to execute for implementation. A strong implementation will do wonders long term.
Incontact Review
What do you like best about the product?
I like the interactive dashboards. They help a lot in monitoring our analyst to keep them on track.
What do you dislike about the product?
How Incontact MAX retains previous subjects in the subject line when sending emails
What problems is the product solving and how is that benefiting you?
Keeping an eye on multiple analyst to know when they need to be assisted.
Recommendations to others considering the product:
Excellent product, however it can be a little cumbersome with dropped calls and hung contacts.
Overall good experience
What do you like best about the product?
Dashboards! I love that I can customize my own Dashboard data and have made several Dashboards for my organization - providing a bigger picture Dashboard for the executive team or very specific analyst/inbound call data for the call center managers.
What do you dislike about the product?
This is more likely specific to my organization and the other tools we are using, but our CRM is not connected to InContact, so no data between inbound calls and the CRM are shared nor automated. More could be done with this but I believe Incontact DOES have the capacity, we have simply failed to invest into making them work together for more efficiency. MAX is ok but not my favorite tool ever. It is nice and clean but some items like Agent availability I wish were a little more accessible for the analysts to see what is happening with the queues without so many additional clicks.
What problems is the product solving and how is that benefiting you?
Inbound call management is easy to configure/setup. User management is well done. If anything, I get TOO MANY notifications when something is not working or down. The support team really has a pulse on what's going on in regards to the servers.
Recommendations to others considering the product:
Best support I've received compared to all the other routing systems.
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