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Great product-Tech support could use some work
What do you like best about the product?
The InContact platform is extremely user friendly when it comes to maintaining the system and adding users. I have been really happy with the ease of learning and the training materials available.
What do you dislike about the product?
The tech support is spotty and is sometimes very slow to respond to issues. I feel like they don't completely understand when InContact is being used in a primarily for inbound calls how to help us
What problems is the product solving and how is that benefiting you?
We are able to better manage call flow on a line that is seasonal and very busy with the call back feature that allows callers to call and put themselves in the queue and get an estimate of how long it will be for us to call them back
Recommendations to others considering the product:
Make sure you understand all of the costs involved in the billing and how they work--we were shocked by our first billing cycle
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Nice inContact
What do you like best about the product?
Using inContact has allowed us to have screen pops to dedicated protocols for each client. Makes life easier for the agent taking the call.
What do you dislike about the product?
We have had a lot of issues with the MAX agent. Functionality is different and does not include a lot of things that the thin agent did. There have been some improvements but i have had to spent a lot of extra time working with technical support to troubleshoot issues etc.
What problems is the product solving and how is that benefiting you?
The max agent does not ring like a regular phone. The headset answer options do not work and having to actually press the accept button on the agent takes longer. We had several issues with being able to add multiple calls into a conference call which took weeks to resolve. We see more dropped calls and lag issues with this agent than we ever did in the thin agent. The agent box itself changes sizes and is not able to be customized plus it takes up more space. Lots of things with MAX have not gone well.
sometimes it take a while
What do you like best about the product?
they pickup and ticket right away and when there is an outage they send updates
What do you dislike about the product?
sometimes with custom stuff it tends to drag on
What problems is the product solving and how is that benefiting you?
N/A
Recommendations to others considering the product:
N/A
Works well, needs better support
What do you like best about the product?
The interface, easy to look at and good widgets
What do you dislike about the product?
Lots of issues with our Salesforce integration.
What problems is the product solving and how is that benefiting you?
We are able to see our call queues by casting to a large tv in each office.
inContact offers a lot
What do you like best about the product?
inContact offers so many different tools that you can use depending on your needs. The reporting is very helpful and easy to use. I love that you can have those reports emailed to you on a certain cadence and don't have to worry about logging in and running it. WFI is also very helpful to act on certain andons instead of having to log in and make specific changes on the fly.
What do you dislike about the product?
It's a little daunting to understand all the tools offered and what you need to use. Depending on how you're using it you will also need to use it differently and potentially pay more to get reporting that you need for your business. At times it's hard to get proper support as well.
What problems is the product solving and how is that benefiting you?
I like that inContact offers a chat feature so we can use an existing tool vs having to find a new one all together.
Great Technical Support
What do you like best about the product?
The recent updates to the Central UI has been great. Reporting is very intuitive and technical support has been excellent.
What do you dislike about the product?
The UI for the Studio application is a bit lacking and this could be an area of focus to make it more user friendly for some of the backend administration tasks.
What problems is the product solving and how is that benefiting you?
A stable and relatively low touch contact support center solution that has made my job as an administrator easier with limited issues.
Not bad
What do you like best about the product?
Usually it works fine, I don't have many issues with the functionality itself. Call quality is fine and no disconnects that I have found.
What do you dislike about the product?
Not sure if this is just InContact, but I have to use both the web client and the phone program in tandem. In addition, I cannot make an outbound call without it ringing in to my system first. Also, the web version disconnects in the background occasionally
What problems is the product solving and how is that benefiting you?
Technical support.
Recommendations to others considering the product:
None
Best and easiest way to communicate using the Web
What do you like best about the product?
Nice InContact offers a great product for VoIP telecommunications through WebRTC platforms and soft phones. Very reliable, great support and immediate reaction to issues. Proactive updates and enhancements, too. Programmable dialers and scripts make this product a great asset.
What do you dislike about the product?
Sometimes changes will break the service while on production hours. Although they're quick to fix, this interruptions are somewhat annoying. Other than that, everything works fine.
What problems is the product solving and how is that benefiting you?
NICE InContact solves our communication needs for our Call Center. Keeps our Agents and clients connected.
Recommendations to others considering the product:
This is the best bang for your buck.
Great product with easy implementation
What do you like best about the product?
Great implementation team to make migration a breeze
What do you dislike about the product?
Only supported on Chrome Browser, this is a problem for managing another piece of software. We hope they support MS Edge soon.
What problems is the product solving and how is that benefiting you?
App Consolidation, all our tools are in one place.
Recommendations to others considering the product:
Use your implementation team
It's alright. Some products are a bit robust and could use improvement
What do you like best about the product?
UI of Central and MAX agent are a definite plus. It is rather reliable as well.
What do you dislike about the product?
Engage UI. Not as sleek and user friendly as the rest of the program.
What problems is the product solving and how is that benefiting you?
Our main software for calling in our call center. Absolutely critical.
Recommendations to others considering the product:
None
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