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Everything you need on one Screen
What do you like best about the product?
I like that it keeps me up to date with what the Agents are doing.
What do you dislike about the product?
At this time there is nothing i dislike about InContact. thank you
What problems is the product solving and how is that benefiting you?
I am able to create my own page with my team members on my account so that i can keep up with what everyone is doing and if they might need help.
Recommendations to others considering the product:
Its a good and easy way to keep tabs of your service and how long your agents are on a call as well as in dispo. Its very easy to use.
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NICE is a good platform for work at home agents
What do you like best about the product?
NICE allows work from home agents the ability to use one platform to log into work, and handle calls, chats and emails via a more efficient system. The integrated softphone via MAX is a particularly useful feature that allows agents to make and receive calls via a stable ISP connection without needing a physical landline. (Bonus!)
What do you dislike about the product?
The downside of using NICE is that the system sometimes experiences lags in system information. For example, the agent box and the dashboard (or "Central" platform) are not always in sync, or agents can get stuck in wrap after a call and have to be manually logged out in order to log back in and grab the next call.
What problems is the product solving and how is that benefiting you?
The newer version of inContact has been a personal benefit mainly due to the integrated softphone system; which allows me to handle calls remotely without the use of a dedicated landline.
Recommendations to others considering the product:
This platform is great for companies who are especially looking to bring on board more flexible or work from home employees. You have the ability to set up employee profiles within minutes and have new hires training and on the phones!
User Friendly system
What do you like best about the product?
I really like the reporting features and copy and paste options (makes it easy to transfer information to and from the agent when transferring information from one platform to another or notes) .
What do you dislike about the product?
When open in multiple tabs it tends to log one out more freaquently. The system sounds could be more pleasant. Sometimes it goes thru a laggy day, but not too often
What problems is the product solving and how is that benefiting you?
able to manage team efficiently and provide permissions or access with a couple clicks
Recommendations to others considering the product:
user friendly and enables you to manage your team at a glance
Amazing call center solution
What do you like best about the product?
This system has amazing capability and features for call centers to operate from. The leading feature is the remote capability, giving agents the option to be "out of office, or remote" and still be connected to their call center obligations.
What do you dislike about the product?
Every now and then, the system loads very slowly, or lags. It usually corrects itself within a few minutes or does not last long.
What problems is the product solving and how is that benefiting you?
Remote work with agents, allowing agents to be fully prepped for the call they are about to take, before the caller is patched into them.
InContact provides much of our required call taking needs
What do you like best about the product?
One of the things I like best about InContact is that it provides a fairly simple color coded guide to be able to track the status of even large groups with little more than a glance. If there are many agents unable to take calls at a given time, many agents waiting for calls to come in, or many agents currently in a call, it's easy to tell by just checking which color is most represented next to the agent name list.
What do you dislike about the product?
There are some stability issues with the Softphone software provided by InContact, including softphone keys being revoked or issued to others while an employee is using the software. Due to scheduling, this can sometimes mean an agent does not have direct access to the softphone to take calls for an extended period.
What problems is the product solving and how is that benefiting you?
Being able to closely track employee time usage and performance through the Reports section helps us identify negative patterns in work performance and address them quickly.
Recommendations to others considering the product:
Maintaining your computer and internet connections is key to getting the most out of using this service.
Incontact makes it easy to Communicate
What do you like best about the product?
What we like best is how easy it is to connect out entire office to Incontact as live agents. Without any issues, all of the calls are allocated and directed correctly, making it so easy to communicate with callers.
What do you dislike about the product?
We dont like how many steps it takes to get a recorded call. Sometimes when a call needs to be referenced, it can be confusing or near impossible to find and review the correct call. If this was a more streamlined
What problems is the product solving and how is that benefiting you?
We are solving the issue of keeping tenants on hold or transferring multiple times for them to get to the correct and desired [arty. With incontact and the delegations each agent has, calls are automatically directed to the correct parties based on the dispositions of the caller.
Recommendations to others considering the product:
Make sure to integrate with incontact as much as possible. By integrating, you can take full advantage of the features that they offer. Furthermore, it can help you skip many many steps and save time when dealing with customers.
Great Software to Manage a Call Center
What do you like best about the product?
The phone scripting software stands above the competition. You don't have to be a hard-core developer in order to use their tool.
What do you dislike about the product?
The integration between the phone system and the WFO system still has a few years of integration before things are seamless.
What problems is the product solving and how is that benefiting you?
We're able to route calls and make changes in just a few hours, whereas most of our competitors take days.
Recommendations to others considering the product:
Get on a good and stable cluster!
Fantastic Versatile Software For Any Business
What do you like best about the product?
I like how many different ways you can use this software and all the different things it can do. Whether you're a telecommunications company or a non-profit this will fit your needs.
What do you dislike about the product?
I do with the reporting was a bit more built out. We have turned internally for most reporting we would like to see built out in the application itself.
What problems is the product solving and how is that benefiting you?
We are able to manage 800+ sales agents taking calls for 15+ brands and have a solution that fits for the structure of each. This is a multi-faceted product that enables us to form and solve for unique needs without a snag.
Recommendations to others considering the product:
I would recommend working with inContact on your businesses specific needs, what they have built is immensely flexible and will work for what you need it to. They are also coming up with really interesting advancements that are attribute based with skill routing.
User friendly
What do you like best about the product?
The layout is very eye pleasing, and simple to use
What do you dislike about the product?
Just some systematic issues and outages we experience weekly with the dialer.
What problems is the product solving and how is that benefiting you?
Easy to pull recorded calls for training purposes, and monitoring. The Queue counter allows to see agents on the floor as a whole, and make sure we are being efficient.
Worked well
What do you like best about the product?
The system is very easy to navigate and intuitive.
What do you dislike about the product?
Occasionally it would time out but that could be unrelated to their servers
What problems is the product solving and how is that benefiting you?
Functionality and ease of use. People are able to self navigate with less assistance.
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