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One of the best call center apps.
What do you like best about the product?
It can be fine-tuned to suit almost everyone's needs.
Offers a wide variety of countries to get DIDs from.
Offers a wide variety of countries to get DIDs from.
What do you dislike about the product?
It's quite complex for administrators who have no previous knowledge of working with Call Center applications.
What problems is the product solving and how is that benefiting you?
Call routing depending on skill sets or group membership.
Mapping DIDs from different countries to our main phone lines.
Mapping DIDs from different countries to our main phone lines.
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NICE inContact has done wonders for our call center!
What do you like best about the product?
InView is one of the most handy products that directly effects everyone in the call center. Agents and supervisors love being able to see all of their metrics at a glance and it has saved my support team a ton of time when it comes to running reports and calculating agent metrics.
What do you dislike about the product?
I wish that all of the products that we use from NICE inContact were more easily integrated or had a single point of entry. It is a bit cumbersome to have separate usernames and passwords and points of entrance for each product.
What problems is the product solving and how is that benefiting you?
We have increased agent efficiency by using inContact to deliver all of the pending work items based on priority rather than manually assigning agents to work specific queues based on need. Agents no longer are waiting for phone calls because they get work items delivered to them if there are no calls and get calls delivered once they finish their work items.
Recommendations to others considering the product:
NICE inContact has many products that help make a call center run much more smoothly. I would recommend IEX, InView, and the ACD to any call center.
Custom build for a dental company call center
What do you like best about the product?
We're currently looking forward to using the auto dialer and text message feature.
What do you dislike about the product?
Unfortunately some of our wish list items could not be implemented into the contact solution.
What problems is the product solving and how is that benefiting you?
Our goal was to solve and build a contact solution that would standardize our call center process.
Recommendations to others considering the product:
I would recommend reviewing every feature you want and ensure their able to implement it. The features are great, but it needs to align with your company goals. Unfortunately some of the features we really wanted couldn't be done.
Overall Great
What do you like best about the product?
I like the flexibility of InContact and the ability to grow, we are a company of 80 but we are growing monthly.
What do you dislike about the product?
It can be a little complex when it comes to the IVR the first part is easy but then you get lost in all the logic and how to do call backs.
What problems is the product solving and how is that benefiting you?
Inbound calls center, segmentation of clients.
Call Center software
What do you like best about the product?
We tried other software previously and they did not come with the functionality that InContact has.
Some features that we use and rated high on our requirement list:
Recording Calls - we use this functionality all the time for guest complaints, disputes and for training our agents
Masking Credit Cards - due to PCI Compliance we must mask the guest card number for sales
Ease of use: very easy and intuitive for new agents
Support: Garland, our rep, is readily available for all questions
Call Back option: This was a huge benefit for us. No longer having guests on hold - it saves their place and auto-dials the guest back
I could keep going in the benefits and have zero regrets with InContact
Some features that we use and rated high on our requirement list:
Recording Calls - we use this functionality all the time for guest complaints, disputes and for training our agents
Masking Credit Cards - due to PCI Compliance we must mask the guest card number for sales
Ease of use: very easy and intuitive for new agents
Support: Garland, our rep, is readily available for all questions
Call Back option: This was a huge benefit for us. No longer having guests on hold - it saves their place and auto-dials the guest back
I could keep going in the benefits and have zero regrets with InContact
What do you dislike about the product?
It’s difficult but not impossible to have agents roam from desk to desk.
What problems is the product solving and how is that benefiting you?
Recorded calls for guest complaints
Better reporting tools/very easy to track year to year!
Viewing the number of guests in queue
Better reporting tools/very easy to track year to year!
Viewing the number of guests in queue
Recommendations to others considering the product:
I would document User Requirements and compare with IC
I also recommend using services to implement IC
I also recommend using services to implement IC
My Experience with inContact
What do you like best about the product?
inContact is very convenient. It makes making and receiving calls, as well as emails super easy. The system is very adaptable and works well in my company's environment. The dashboards are extremely helpful as well. It gives us so much visibility on calls coming in, who's available to take a call, who's on a call, hold times, etc.
What do you dislike about the product?
Sometimes inContact has server issues, where the system may go down and our calls won't come through. Of course this is an impact to the business and our productivity.
What problems is the product solving and how is that benefiting you?
InContact has been essential in routing calls and tracking contacts. It gives us so much visibility of the calls coming in, how long someone has been holding, who the call is being routed to, etc.
Recommendations to others considering the product:
inContact is a great tool! Especially if you have a larger team. The benefits are endless.
Stay Away
What do you like best about the product?
The ability to record calls for both inbound and outbound calls is very helpful.
What do you dislike about the product?
The platform is not user friendly. The SalesForce Agent console is too small and cumbersome to use. The reporting is horrible - depending on what report you run, you'll get different results. This is not related to delays in updating the data. There are too many variables for creating reports, making it unnecessarily complicated. The platform is very unstable and the support from inContact is unacceptable.
What problems is the product solving and how is that benefiting you?
No benefits have been realized for the reasons described above.
Efficient product
What do you like best about the product?
The different tools that are available. The functionality
What do you dislike about the product?
The limited ability to interface with other products
What problems is the product solving and how is that benefiting you?
The webstation product and the inability to leverage all tools
very flexible and self explanatory tool
What do you like best about the product?
Everything is web-based and self-explanatory. Very good knowledge base as well, with extensive and well-disigned content.
What do you dislike about the product?
In a global team with business units (Campaigns) set up in different time zone and by people in different time zones, reporting and adjusting holiday half-day opening hours becomes a challenge. I had a Campaign created by someone in the US for Germany, and when I changed the opening hours and added holidays, all looked fine in Central, including the message at the top of the page saying "Based on your Normal Hours of Operation, you are OPEN.", but in reality lines were closed. Also, some of the Prebuilt reports do not seem to be designed by someone who uses such reports for work each day. Customizing reports are unfortunately not self-explanatory, as there are way too many similar parameters, and again, it is very tricky to create reports you might be used to as a call centre manager.
What problems is the product solving and how is that benefiting you?
On a daily basis, I'm able to easily reassign skills to different agent-based on volumes and actual staff logged in. Functionalities like voice-mail and call back are great, and overall the tool is self-explanatory. Also love the Chat support I get from the NICE support team. Always get to a solution in an acceptable time, knowledgable and very polite staff.
Recommendations to others considering the product:
I can only recommend NICE InContact, as I've used different tools over 14 years in call centre management, and InContact is by far the most flexible and well supported.
A better solution for call centers
What do you like best about the product?
Create your teams, assign their skills and within minutes they will be able to start taking calls.
What do you dislike about the product?
I wish there were better training available on how to do scripting on the backend.
What problems is the product solving and how is that benefiting you?
Round robin call routing made easy! Targeted call routing made easy as well! Great products. Great support.
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