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Flexible all in one phone system and web chat solution
What do you like best about the product?
It is very flexible and easily programmable. It has a ton of features and integrates with phone, chat, and other dialing system to create a comprehensive customer interaction system.
What do you dislike about the product?
It can be tempremental and requires a lot of skills to configure without the help of various team at inContact. Even when you get inContact involve each area has its own expertise and its very time consuming to get to the right people to get your needs accomplished.
What problems is the product solving and how is that benefiting you?
Sales and customer support solution to sell and service our products
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Easy to use!
What do you like best about the product?
What I really like about NICE inContact is that it is very straight forward tool/platform. We actually use
What do you dislike about the product?
Theres always a long queue when trying to reach Professional services.
What problems is the product solving and how is that benefiting you?
Geberating reports.
Recommendations to others considering the product:
NA
Effective System
What do you like best about the product?
The interactivity with Skype allows me to keep track of each call more effectively..
What do you dislike about the product?
It seems a bit memory intensive. I had issues when not hooked directly through my Modem.
What problems is the product solving and how is that benefiting you?
The ease of tracking my calls and call analytics.
Recommendations to others considering the product:
Integrates nicely with software I use such as SalesForce and Skype.
Nice
What do you like best about the product?
The real time changes able to be made to the IVR through studio
What do you dislike about the product?
Since it is an IP based tool that comes along with issues at times when there are internet issues
What problems is the product solving and how is that benefiting you?
It allows me to be able to make real-time IVR changes when there are issues, or needs to change the call flow
Software Built By Users
What do you like best about the product?
These software solutions and products work well and are thoughtfully designed and consistently updated. I've been using these services since 2011, and a few years ago I even had the opportunity to visit their campus. What I love is that these teams actually use their software every single day. So when they say opportunities for improvement or enhancement, they make it happen. It is not just a product that they sell. I love continuous iteration, and continuous improvement. And inContact doesn't disappoint. they have great communication practices, and let you know what every quarterly update is bringing to the table.
What do you dislike about the product?
Honestly there are not many downsides. As a software designer, there might be some choices I would make differently, particularly an agent facing parts of the software like Max, but they really come down to aesthetic UI decisions, So it's very hard to say that it's objectively a bad thing.
What problems is the product solving and how is that benefiting you?
One of my favorite solutions involves the screen pop ability. When a customer contacts us by any method, call chat email, we detect who they are and launch a SharePoint URL with a query string parameter of that customer's ID. this free solution lets us have a informed agent that knows about their customer before they even say hello.
Largely a Positive Experience that helps with my work.
What do you like best about the product?
For the most part, I find the system easy to navigate for accessing the things I need in performing my daily tasks.
What do you dislike about the product?
It seems like it can be rather memory intensive for online usage. I recently had to stop using wi-fi and plug directly into a modem because I was struggling with maintaining my connection during calls.
What problems is the product solving and how is that benefiting you?
Along with speaking to clients on my lap top, I also run reports which are pretty easy to access and create to look into the metrics of call volume.
Recommendations to others considering the product:
Nice inContact integrates nicely with software such as Skype, allowing for ease of use.
There have been ups and downs
What do you like best about the product?
I enjoy the relationship with our PM and meetings. They offer a wide range of products to help with our clients needs and wants. We are constatly looking for new ideas and for new products to share with the client that will help increase their customer service. I also like how it is easy to communciate with our inctonact team. They will always respond in a timely manner and help us with any issues as soon as possible. We have had a few project managers on our account and they have alll been very friendly and willing to help with any needs that we may have. The transition between these project managers have been nothing less then beneficial. The old project manager will continue to contribute to conversations until the new project manager has been settled in and has comppletely taken over.
What do you dislike about the product?
The turnaround time on projects with other LOBs. There seems to be a lot of disconnect between the project manager and the third party that helps with our projects. In my expereince, there has been a lot of inconsistency in the completion of projects. I also dislike the fact that there are a lot of outages on a weekly basis. There have been multiple instances that our system has gone down and we were not able to service our clients phone calls.
What problems is the product solving and how is that benefiting you?
I am working on multiple projects and we are working on prioritization. A lot of projects seem to get pushed behind depending on LOB. Also trying to solve the little glitches and outages on a weekly basis.
Recommendations to others considering the product:
Be prepared for delays in the progress of projects
everything works fine
What do you like best about the product?
I like how you can manage and review calls using the dashboard. running reports for call statistics and finding ways to help improve how we handle calls . they do a great job with notifying us ahead of time for any planned maintenance or unplanned outages
What do you dislike about the product?
there is not much to dislike about inContact. I would like a better way to transfer calls or maybe identify the caller as they come in. The state and location they are calling from would be nice
What problems is the product solving and how is that benefiting you?
allows us to take victim calls from all over the country
Accounts Payable
What do you like best about the product?
The customer relations and AR department has always been helpful and willing to help.
What do you dislike about the product?
I dislike that payments are not applied against specific invoices so reconciling our payable accounts together can be quite difficult.
What problems is the product solving and how is that benefiting you?
Our entire company finds use.
Excellent Call Center Option
What do you like best about the product?
inContact scaled very well with our business as we added clients and volume, we were able to customize virtually everything we needed
What do you dislike about the product?
We had an occasional hour of downtime (occurred twice over the last year for just under an hour both times, both times were in the overnight hours so it didn't cause a major disruption)
What problems is the product solving and how is that benefiting you?
We have been able to offer a better, more streamlined solution to our clients for their call center agent needs.
Recommendations to others considering the product:
Definitely try it out and see how well you can make it fit with your organization, our move to incontact went very smoothly
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