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VoIP like no other
What do you like best about the product?
The customer service team is very responsive.
Their handling of incident response leaves very little to the guessing game. They always managed to send out clear communications during each phase of an issue to make sure their clients are always in the know.
Their handling of incident response leaves very little to the guessing game. They always managed to send out clear communications during each phase of an issue to make sure their clients are always in the know.
What do you dislike about the product?
Interface can use an upgrade..but that's just being picky
What problems is the product solving and how is that benefiting you?
Call center management
Recommendations to others considering the product:
Take your time understanding the feature set they offer, and evaluate the different integrations they have
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Best Product Ever!
What do you like best about the product?
Incontact does a great job of routing calls for our company
What do you dislike about the product?
Nothing. It works great. The only thing is is that it's a little confusing to configure up front
What problems is the product solving and how is that benefiting you?
We route calls with InContact and it helps us a lot
Technical point of view
What do you like best about the product?
Gives our customers exactly what they need. Straight forward implementation for technical support / programmers.
What do you dislike about the product?
At the time we implemented inContact, only the windows based connector was available, which requires us to run a windows based VM just to support inContact connector. I hope this has changed and eventually we can re-visit the "connector" question and implement it properly on a Linux server / container.
What problems is the product solving and how is that benefiting you?
This is largely based on our customers: functional staff, whose clients in turn university students: Once a student calls in, a phone operator has all information needed to get student help right away. Routing based on what the perceived problem may be, off line messages, etc., etc.
Recommendations to others considering the product:
Straight forward implementation. Functional users can create workflows themselves.
Solid System
What do you like best about the product?
Ease of use
Strong reporting to manage staffing
Strong reporting to manage staffing
What do you dislike about the product?
CS agents aren't skilled/trained enough to resolve issues.
What problems is the product solving and how is that benefiting you?
While we don't use WFM program, we do use the reporting to manage staffing.
Steady and reliable ACD for most of the time we use it
What do you like best about the product?
Interface is extremely intuitive and easy to use. Customizable to a fault. We have been able to measure our strengths and weaknesses pretty accurately.
What do you dislike about the product?
Refusals and dropped calls happen pretty regularly. It is difficult sometimes to get assistance from our account manager.
What problems is the product solving and how is that benefiting you?
We have been able to decrease our AHT, increase our calls per hour and customize the ACD with dispositions to better understand where our opportunities lie.
Call Reviews are a work in progress
What do you like best about the product?
Being able to track service levels in real time is critical to successful service level management. We are able to do that with in Contact with ease.
What do you dislike about the product?
There are times where we have experienced issues with recording playback. Although the issues do tend to be resolved in a timely manner it does cause a disruption in our ability to fully perform job functions.
What problems is the product solving and how is that benefiting you?
Real time adherence. Review of previous calls.
A Great Platform with Powerful Tools
What do you like best about the product?
NICE inContact has taken a lot of the live data displayed on monitors throughout our contact centers, combined it with a wealth of additional metrics, and placed it on the dashboards of our agents, Resource Management, Quality teams, and more. The customizations available suit a variety of needs and really help our organization and individuals in gauging how projections and forecasting are playing out.
What do you dislike about the product?
The lack of suggestions on the types of customer reports within the NICE inContact tool itself. I often rely on prebuilt reports and do appreciate the options available for custom reporting, but something to help "jump start" what is available would be great.
What problems is the product solving and how is that benefiting you?
Agent management that aids in NICE Engage administration, live call stats that reveal where analytics efforts should be focused, and having an additional location for Contact History data and recording retrieval.
Solid Product
What do you like best about the product?
The reporting is good, the ease of use is great.Very little downtime. Agent interface is intuitive and easy to use. This software has greatly improved our productivity and workflow.
What do you dislike about the product?
The customer service usually is not good. More complex issues incur additional charges to resolve. We do not have a dedicated account representative.
What problems is the product solving and how is that benefiting you?
We created a contact center from the ground up. We started handling direct inbound calls rather than outbound. It has greatly improved our productivity. We can now provide better service to our clients/customers. It has allowed us to branch out into other areas of business.
Recommendations to others considering the product:
At first we were hesitant to launch a full call center. Now that we have the software fully implemented I do not know what we did before we had InContact.
Solve all your call center issues.
What do you like best about the product?
The sysetm allows all communications to be easily managed thru a single queue to easily manage your skills.
What do you dislike about the product?
The lack of full integration into the Office 365 phone system.
What problems is the product solving and how is that benefiting you?
All communications can be managed in the system. Easily integrate line of business applications for a seamless solutions for your customers.
Probably the best but still room for improvement...
What do you like best about the product?
Scalability, the Apis that makes integration easy.
What do you dislike about the product?
Different data layers that present the same data with different values. Compare Data download reports with Api resultis not possible as they differ at least in the European clusters. Timezones... you need to fix that once and for all, the Studio uses local scripting engine that runs fine but running the script on the cluster returns mostly Standard Mountain time (in Europe ;-))
What problems is the product solving and how is that benefiting you?
Large scale omni channel support for a bunch of customers.
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