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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
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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Some of the features of the phone seem outdated.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.
Solid Performance
What do you like best about the product?
The system is easy to configure and behaves as configured. Featureset is modern and constantly evolving. Support is stellar.
What do you dislike about the product?
Nothing to report so far, pleased with features, functionality, development life-cycle, and amazing support team.
What problems is the product solving and how is that benefiting you?
This product has allowed us to integrate calling features into an existing system seamlessly, thereby increasing satisfaction with our existing customer base as well as improving our sales success. Happier existing clients and additional clients to keep happy.
Recommendations to others considering the product:
Stack them against the competition, kick the tires and you should see that it has all of the necessary core functionality along with many / most of the modern features floating around out there.
Nice Incontact
What do you like best about the product?
the ease of use. I like how the interface is easy to understand
What do you dislike about the product?
downtime usually lasts a long time. We have had multiple instances where we were down for more than a day
What problems is the product solving and how is that benefiting you?
makes it very easy to contact more customers
I use incontact at work to receive and make calls
What do you like best about the product?
It’s fairly easy to use and navigate. If you loose a CID they can be found in the event log.
What do you dislike about the product?
It can be a little buggy at times. However, I have had far less trouble than other colleges.
What problems is the product solving and how is that benefiting you?
I use it for all of my calls.
Recommendations to others considering the product:
I enjoy the ease of use and stability of incontact.
Simple for its purpose.
What do you like best about the product?
Being able to access calls from anywhere -- doesn't limit to being stuck to a landline. Just turn-on the laptop, sign-in, and we're connected.
What do you dislike about the product?
The volume feature is lacking; no matter how loud I have my program and speakers to, whenever I receive a call, the volume is minimum --- when working in the office, this caused a huge problem in hearing customers, with the noise around me.
What problems is the product solving and how is that benefiting you?
The program has been a great asset, especially during these uncertain times, as we are able to work from home with ease.
Recommendations to others considering the product:
Adjust settings so volume can be louder and in sync with computer levels.
Reporting and skilling could be improved upon
What do you like best about the product?
InContact can manage a ridiculous number of skills and campaigns. And although my company doesn't utilize the feature, the ability to write scripts to direct the calls to agents is a nice touch. We use this tool with NICE IEX and the data migrates without issue to IEX from InContact.
What do you dislike about the product?
There are several aspects of reporting that I do not like. Custom reports can only have so many variables/filters enabled per report, they do not always run automatically, and making changes to a report is a multi-step process that includes pointless tasks like changing the date, disabling, etc. It can take days to manage custom reports that are set to go out automatically for a large company. There is no way to change how certain aspects are calculated. Agent lists have no search function to see if they're online or not, etc. Canned reports are very unclear as numerous will have similar names and no description. Skilling agents isn't easy (you do it for each agent by skill) unless you know how to do bulk uploads, which the company did not share with us. Although we did figure it out, skilling 'by hand' is likely how most people will start and it's a tedious process.
What problems is the product solving and how is that benefiting you?
Without the tool, we wouldn't be able to route the calls to agents properly. It does an effective job at this. We're able to collect data to bill clients. There's obvious benefit to this.
Recommendations to others considering the product:
If your company has very basic divisions on who takes calls (example: billing, tech support, and escalation), this tool will probably handle what you need. Some creative workarounds are made when there are thousands of skills, dozens of groups, and over 300 different clients billed. It's difficult to keep all of the data together from InConact alone. You will need a great deal of experiencing working with reporting and Excel in order to make it work.
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