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My InContact Experience
What do you like best about the product?
Account manager, Ericka Madden has been amazing over the last 2 years to make sure our needs are addressed
What do you dislike about the product?
It is quite obvious that the platform was designed for a small organization, scaling to a multinational company has not been succesful
What problems is the product solving and how is that benefiting you?
Centralized metrics, not much more.
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inContact Experience
What do you like best about the product?
Love that it helps us with our staffing, scheduling and chats. Not to mention the aspect of getting all of the data and anaylytics.
What do you dislike about the product?
Cx One times us out when we're in, so we have to keep signing in. Believe it or not, would love a few different specific reporting tools.
What problems is the product solving and how is that benefiting you?
We solved alot of our staffing and scheudling needs. Now, reps are able to see their own schedule, etc. which helps us lead them to self-serve
NICE inContact have a great platform that provide solid service and good customer service
What do you like best about the product?
The system is dependable and reliable. You can load as much or little as you would like
What do you dislike about the product?
The communication when new upgrades are rolled out.
What problems is the product solving and how is that benefiting you?
We're able to load and call our customer base without having to do things manually.
Implementing CXOne
What do you like best about the product?
Implementing CXOne was a large task, but the implementation team was good at walking us thru every step from requirements to go live.
What do you dislike about the product?
With the multiple types of products, it can be difficult navigating to multiple programs, sites, logins, etc.
Not capturing every scenario while gathering requirements could become an issue down the line. Implementation Management is quite stringent on the signed document and if something comes up during testing that was not a requirement, you may not have that as a part of your build until after go live of the product. Take your time with requirements gathering
Not capturing every scenario while gathering requirements could become an issue down the line. Implementation Management is quite stringent on the signed document and if something comes up during testing that was not a requirement, you may not have that as a part of your build until after go live of the product. Take your time with requirements gathering
What problems is the product solving and how is that benefiting you?
Integrating multiple vendors into one. We previously had so many programs that couldn't integrate together. We also are looking at lowing our AHT by using these tools
Recommendations to others considering the product:
Ensure you have stakeholders from every department, and ensure your IT/Telephony team is engaged thru the entire process
A great, flexible solution to launch a call center.
What do you like best about the product?
We found NICE inContact when researching solutions for our contact center. We liked open open their solution was and allowed us to build in much of our business logic with minimal effort.
What do you dislike about the product?
Technical support could have more skilled agents that respond in a more timely manner.
What problems is the product solving and how is that benefiting you?
Although there are some problems, the benefits easily outweigh them. Their APIs are great for porting functionality into our own systems and customizing reporting.
NICE service
What do you like best about the product?
Simplicity of programs. Set it up and it works. Monitor the agents through reports and pie charts for productivity. Get as much reports in place at set up for monitoring. Pie charts are helpful. Sign up to monitor phone calls. It is a good way to hear conversations and help work with agents skill set.
What do you dislike about the product?
Robo calls that come randomly. Waste of my agents time and waste of productivity. Contact when I need help with service. It seems like I have too many hurdles to go through. I don't like waiting for help with return calls. Going through an agent to get help
What problems is the product solving and how is that benefiting you?
Ease of phone statistics and reports to monitor statistics of department and the productivity of the department. Increased call service by each agent. Ease of returning calls. Service is rarely down. If do
Recommendations to others considering the product:
Set up it from start with all aspects of business monitoring. Utilize reports to monitor activity of the agents taking the calls. Set up productivity charts. Make sure you have a solution for robo calls and fake calls.
inContact Technical Account Managers - MAKE ALL THE DIFFERENCE
What do you like best about the product?
Love the one on one interaction and service we receive from our Technical Account Manager (TAM).
What do you dislike about the product?
There was a time we did not have a TAM, the engagement was as a result managed by our Sales Rep (which wasn't ideal). At the recommendation of our Sales Rep we upgraded to a TAM - now super happy!
What problems is the product solving and how is that benefiting you?
We are solving customer experience issues.
Recommendations to others considering the product:
Sign up for a TAM, do not go the road without one. They will help ensure you make the most of your engagement.
inContact has made administering our contact center better
What do you like best about the product?
I have found that Nice inContact has a solution for everything you need in your contact center. From IVR, to SMS, to Quality Analytics to reporting to Surveys.
What do you dislike about the product?
I wish Nice inContact had more options for indepth training on their Studio Application.
What problems is the product solving and how is that benefiting you?
Nice inContact has helped us to quickly create IVR's through a graphical interface. They have also helped us to reach our clientele quicker and with less resources.
Manager of Client Delivery
What do you like best about the product?
The ease of being able to see call flows as they occur. We enjoy being able to have real time data and recordings that we can access and download.
What do you dislike about the product?
Our cluster has been very unreliable. I'd like to see chat transcripts and be able to have secure chats. We would like agents to be able to take contacts across different channels (chat, email, voice) and have them queue up in a single channel
What problems is the product solving and how is that benefiting you?
View into active calls. Being able to hear calls as they occur. We can do faster QA and have managers handle coaching on difficult calls.
Recommendations to others considering the product:
Using a third party implementer was a difficult process. Training an internal team member is best.
NICE inContact review overview
What do you like best about the product?
Cloud based solution powered by top-shelf applications like Studio.
What do you dislike about the product?
Behind 5 months on delivering a Level 1 AOC to your PCI compliant customers.
What problems is the product solving and how is that benefiting you?
A much better solution for creating workflows and scripting in general. If you can imagine something, you can build it.
Recommendations to others considering the product:
A solid product with overworked TAMs, and a Support team with growing pains.
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