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Highly custom solution
What do you like best about the product?
A great variety of customization - reports, studio to name a few. Able to tie in with just about any application that has API. Reliable uptime.
What do you dislike about the product?
Tier 1 customer support is hit or miss. Account TAM may not be anywhere near your timezone which makes scheduling meetings difficult. Studio can be overwhelming if you're not familiar with programming and orchestration.
What problems is the product solving and how is that benefiting you?
inContact has allowed us to completely customize the end user experience. We have tied in the workflow with some of our custom applications that allow the caller to retrieve data without the need to speak to an agent.
Recommendations to others considering the product:
Also do a PoC. Compare other vendors such as Talkdesk, Five 9's, etc
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A useful tool to manage a contact center
What do you like best about the product?
There's a large variety of reports which can be run to view any possible statistics needed for the call center which really helps pin down trends.
What do you dislike about the product?
Technical support help can be tricky and sometimes problems aren't addressed very quickly.
What problems is the product solving and how is that benefiting you?
Taking a closer look at service level and abandonment rate to get a sense of the right staffing levels.
Simple but unreliable
What do you like best about the product?
The simplicity of building anything is nice. Plenty of options to build whatever you want.
What do you dislike about the product?
Many features simply do not work. Many of the reports are broken, such as IVR press path, many functions within studio have no documentation to them unless you check the DEV site, and the Central website often runs very slow regardless of internet speed or processing power.
What problems is the product solving and how is that benefiting you?
We are able to do much more in depth routing to handle very specific situations and integrating with other cloud platforms.
Recommendations to others considering the product:
Very easy to set up, support isn't always the best, but you can do a lot with it.
Using their software has made managing the 211 call center easier.
What do you like best about the product?
The reportng is a breeze to use. Makes managing staff a lot simpler.
What do you dislike about the product?
The speed of internet that is required to use certain applications, we are a rural county and sometimes the internet is not the best, being unable to access certain applications functions can be frustrating at times but NICE inContact is always quick to respond and try and fix things ASAP.
What problems is the product solving and how is that benefiting you?
As the supervisor of the 211 Call Center the interface allows me to manage staff easily, see who is logged in and ready to work as well as how long a team member has been on a call or not ready. All while I take calls or handle the behind the scene work.
Very great product
What do you like best about the product?
Easy to use interface and great customer service.
What do you dislike about the product?
Loading of website is very slow for me, not sure why.
What problems is the product solving and how is that benefiting you?
Easier to make/take calls, manage agents and overall satisfaction of our team
Recommendations to others considering the product:
Great tool for call center experinces
Really Good.
What do you like best about the product?
Managing the platform is very user friendly.
What do you dislike about the product?
Events / outages are what I don't like because this is mission critical.
What problems is the product solving and how is that benefiting you?
Customer service is enhanced by NICE. NICE has streamlined our services.
Pleased with Tech support
What do you like best about the product?
I love the technical support we get when we have issues. Resolution is very quick.
What do you dislike about the product?
tend to have alot of events happening which reflects on agents availability to be on calls.
What problems is the product solving and how is that benefiting you?
less complex and downtime than I3
Good product
What do you like best about the product?
Reporting, Dashboards, and the trust site.
What do you dislike about the product?
The inability to track internal transfer numbers easily.
What problems is the product solving and how is that benefiting you?
Great, up to date dashboard giving you exactly what you need to succeed.
Recommendations to others considering the product:
Look at what objectives you need to run your call center. inContact most likely has those.
Great Phone System
What do you like best about the product?
I like how user friendly it is and how it doesn't crash as often. I have used other phone software systems and this is definitely one I would recommend
What do you dislike about the product?
I do wish reporting were easier. I know there are prebuilt reports but creating one can be a little daunting for those who are not sure how to do it.
What problems is the product solving and how is that benefiting you?
We are able to run an efficient call center through inContact
A competent Product that has more flexibility than limitations
What do you like best about the product?
Nearly everything can be scripted to work with API of all sorts. Additionally, the programming language can be used to fine-tune the call process.
What do you dislike about the product?
There are some limitations to available business unit options with regard to reporting and call recordings.
What problems is the product solving and how is that benefiting you?
While there is a steep learning curve compared to contact center systems of the past, it is much more versatile and capable of working with external data. We've been able to take control and make finer detailed routing to better serve specific customer types and create specialized call center teams to meet our customers' needs.
Recommendations to others considering the product:
Have your team learn some programming skills such as java scripts.
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