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Modern Day Call Boards
What do you like best about the product?
The able to customize your call boards and other features.
What do you dislike about the product?
It looks like there is an issue with sending documents around half a GB.
What problems is the product solving and how is that benefiting you?
N?A
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Really bad
What do you like best about the product?
This software is quite helpful when working. These features are very helpful when working:
- Call Scheduling
- Dialer
- IVR
- Call waiting
-Call Recording
- Call Whispering
- Call Scheduling
- Dialer
- IVR
- Call waiting
-Call Recording
- Call Whispering
What do you dislike about the product?
- Calls hang in the middle of conversation
- Screen freezes very often; sales reps have to restart machine several times in a day
- Duplication of calls
- Not hearing customer
- Screen freezes very often; sales reps have to restart machine several times in a day
- Duplication of calls
- Not hearing customer
What problems is the product solving and how is that benefiting you?
Call center
Recommendations to others considering the product:
Might be a great software but no good vendor to implement for businesses using Dynamics CRM.
Great Data collecting and Queue management system
What do you like best about the product?
The options around data collection for types of calls/emails/chats is awesome. It's great to be able to run reports to get the data we need quickly.
What do you dislike about the product?
Data collection is delayed, you can show it within seconds but the reports have to wait till next business day.
What problems is the product solving and how is that benefiting you?
We are constantly trying different ways to improve our customers experience in the way we handle our queues, InContact allows for those changes quickly.
All In One
What do you like best about the product?
I like that there is consistent improvements to the system with the quarterly releases. In addition I appreciate that you can pay for an all in one suite. Technical Support is usually pretty solid and responsive even if you're not paying for a higher level of service.
What do you dislike about the product?
While you can get everything all in one, the additional cost can add up for add on (WFM, trancribed calls, etc). Until we paid for a TAM, it was hard for us to get assistance with projects that we wanted to work on (new call flow, SMS, etc).
What problems is the product solving and how is that benefiting you?
We are working to add SMS and update our call flow to reduce inbound calls. We need to leverage the technology as we are a growing company. So far our call volume is growing with our business, but we need to leverage InContact so our call volume doesn't keep growing as our business does.
For contact centers the software just works
What do you like best about the product?
That it is in the cloud so we know we have a large team supporting us and it's not just on our small internal team. It is also easy to have a centralized solution for almost all customer communication. Configuration to our business needs and access to integrate external systems are also easy with the use of studio.
What do you dislike about the product?
Cloud is some of the time a double edged sword. When there is an issue you are reliant on an external team, so as an IT person it feels strange to not be able to dig into all of the details. Cost is also a factor as it's not the cheapest solution out there, but my experience says you get what you pay for.
What problems is the product solving and how is that benefiting you?
A centralized solution for customer communication regardless if it's text, chat, email, or phone calls. Allowing the entire business access to understand call routing as we allow the business to dictate the call flow by them specifying how t
Front End User for 5+ years
What do you like best about the product?
Functionality, Convenience, Dashboard
What do you dislike about the product?
Not having an "active working status" for project work that requires my agents to be off the phone- All Unavailable statuses count against their working rate
I would like to see a better way to monitor and track agent call accuracy.
When pulling call reporting- results from one report do not match with other reports pulling similar data
I would like to see a better way to monitor and track agent call accuracy.
When pulling call reporting- results from one report do not match with other reports pulling similar data
What problems is the product solving and how is that benefiting you?
Workload Distribution
How I Like inContact
What do you like best about the product?
inContract has been working pretty well. We are a Service Desk that provides support through calls and inContact keeps us up and running. It has proven to be reliable for call routing for the most part.
What do you dislike about the product?
Sometimes the inContact servers go down and calls are not routed properly and are instantly refused if an analyst attempts to anser. However, these issues are rare and usually pretty quickly resolved.
What problems is the product solving and how is that benefiting you?
We are able to service our users thanks to inContact's call routing. It allows us to see how a long a user has been waiting and what type of call is coming in. It has given us more visibility into the calls we take.
Recommendations to others considering the product:
inContact is a great tool, especially for larger organizations that have a higher call volume.
Good for customer
What do you like best about the product?
The control of calls, agent interactions, reports customized.
What do you dislike about the product?
The dashboard because it is very confuse to present in Explorer.
What problems is the product solving and how is that benefiting you?
Reports customized
It's been a great experience so far!
What do you like best about the product?
I love the responsiveness of inContact Support, as well as the reporting tools that inContact offers. Furthermore, it's been incredibly stable for us and we've had minimal downtime.
What do you dislike about the product?
It would be nice to be able to pull up the Agent Zoom for an agent if they aren't currently logged in. Offer that kind of reporting somewhere else (I haven't been able to find it). It's useful to see that detailed breakdown.
Also, when a call is queued, the "Inqueue" time will get reset after about 2m40s. It'd be nice if that just consistently counted up.
Also, when a call is queued, the "Inqueue" time will get reset after about 2m40s. It'd be nice if that just consistently counted up.
What problems is the product solving and how is that benefiting you?
We're addressing our customer's issues quickly, and we're able to adapt to the changes in volume throughout the day.
NICE inContact Review
What do you like best about the product?
They are extremely transparent. You are never left in the dark if the company is experiencing an technical difficulties.
What do you dislike about the product?
The UI can be slow, and retrieving data can be painful at times.
What problems is the product solving and how is that benefiting you?
They are an excellent company to choose if need to run a call center.
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