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Support Role Using InContact
What do you like best about the product?
The feature I like best about inContact is the Dashboard and it's aesthetic looks.
What do you dislike about the product?
The main feature I dislike about InContact is the search in Admin.
What problems is the product solving and how is that benefiting you?
n/a
Recommendations to others considering the product:
No advice at this time.
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Great Experience with Nice in Contact for Ring Central
What do you like best about the product?
I love the easy access to log in to my ring central, the easiness of using the program just makes work much more easy.
What do you dislike about the product?
I dislike that when i log in to the website i have to click another link to open up my ring central. I wish it would just prompt me to the ring central max agent pop up instead of me having to
What problems is the product solving and how is that benefiting you?
Communication!!! I love the fact im able to be on a call and it sends all my calls to my VM and lets the client know im on a call.
Huge improvement
What do you like best about the product?
We were previously using Monet and 3c logic, from a resource management side of things, in contact is much much easier to work with for pulling reports and giving employees more control.
What do you dislike about the product?
Even though I'm in response Management,I don't love the second by second employee tracking. Feels overly invasive.
What problems is the product solving and how is that benefiting you?
Ensuring agent productivity, the agents have more control freeing up their supervisors so they don't have to baby sit all day.
Very efficient
What do you like best about the product?
Love the dashboard it helps keep me on task and gives me a
What do you dislike about the product?
i wish there was a way to keep Max on top of other pages, it is very frustrating when it disappears while I am navigating other screens.
What problems is the product solving and how is that benefiting you?
It has tremendously increased our efficiency, it is very helpful; having the snapshots. Our old system was a dinosaur this has been a welcomed change!
Room for Improvement
What do you like best about the product?
Simplicity of the cloud solution in comparison with other options
What do you dislike about the product?
Doesnt seem robust enough especially the reporting
What problems is the product solving and how is that benefiting you?
provides a unified platform for agents globally
InContact User and Admin since 3 years
What do you like best about the product?
I really like the flexibility that InContact provides to run operations on the cloud. The PaaS model that InContact provides is ideal for a Mid Size Organization, out of the box and with some modifications and fine tuning, it can also be implemented to larger organizations. The dashboards are live and a great source of information in the real time. The Customer Support team at InContact is really helpful as well.
What do you dislike about the product?
Some of the features in the built in dashboards are not fully modifiable
What problems is the product solving and how is that benefiting you?
Business Continuity becomes much easier
The Ability to logon from anywhere using just a regular cell phone is great
The Ability to logon from anywhere using just a regular cell phone is great
Recommendations to others considering the product:
Good Product if you run a small or medium Service Desk seating about 20 resources
NICE Incontact Review
What do you like best about the product?
Softphone based system with integrated tools for reporting/monitoring
What do you dislike about the product?
Learning curve when it comes to generating reports, manipulating data. Slow customer support.
What problems is the product solving and how is that benefiting you?
Issues when it comes to call abandons, etc can be hard to troubleshooting. Call issues happens when there is high latency.
Recommendations to others considering the product:
The system shows promise but still has a lot to improve on, mainly customer support.
CxOne Personal Connection phone
What do you like best about the product?
I really enjoy how easy it is to get and transfer calls to other coworkers.I can see which coworkers are available, quickly.I also like the Analytics, that you can easily tack out you are doing against the rest of the department.
What do you dislike about the product?
Some of the features of the phone seem outdated.
What problems is the product solving and how is that benefiting you?
We are able to hold each other accountable on the phones and it helps us do a better job when talking to our customers. We are able to assist them more quickly.
Recommendations to others considering the product:
I would recommend switching to this system.
Good features, but unreliable service and frequent outages.
What do you like best about the product?
The reporting features built in give me everything I need to forecast call volume and manage my team. I really like the fact that I can schedule reports to run that come to my email every day. The ability to customize the dashboards to see only what I want/need to see is another great feature.
What do you dislike about the product?
The service has been unreliable. We've had multiple outages that have impacted our world wide call center operations in year that we've been using NICE. Those outages have nearly always been for at least half the working day. The response time to wide spread issues is less than ideal.
What problems is the product solving and how is that benefiting you?
I'm solving staffing and call forecasting. Having reports automatically run and sent to my email is a great benefit that I've discovered that allows me to save time every day.
Recommendations to others considering the product:
Keep your requirements simple. It seems that the more advanced your feature requests are, the more difficult it is to implement and maintain. Also pay for the additional support package. If you have to rely on standard support for any issues you experience, you will end up spending an unnecessary amount of time on the phone.
Great features but abundant service issues
What do you like best about the product?
All the standard features of a contact center are there. There is an option to learn Script yourself and build out your own queue, or you can pay them to help you build it out. Everything we've needed to build into the script has been able to be done.
What do you dislike about the product?
Service issues. After almost 2 years, we still contiue to have service issues. Dropped calls, call audio delays, password resets and lockouts are frequent issues that sometiems can't be resolved. Voice quality and audio delays in other countries is definitely a big issue.
What problems is the product solving and how is that benefiting you?
We used to use the build in workgroup featuer on our phone system and it was a nightmare for our workforce management team. By use inContact, it helps them to track agent performance and build dashboards much better.
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