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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.
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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.
A product that falls short with some of the worst service I've ever encountered
What do you like best about the product?
Honestly, there is very little. We have been looking to switch providers for years, but have been locked in due to internal requirements. Almost anytime we need to do anything with inContact, their team is rarely available for support, and are apt to answer issues with either "everything looks fine on our end", or "this is an issue on your end we cannot help with"
What do you dislike about the product?
inContact has been a terrible partner for the past 3 years we have had the relationship. As soon as they were acquired by NICE, things went downhill at a momentous pace. Shortly after we started having more difficulty reaching out to any contacts at inContact. We expanded contract and the implementation was a nightmare, where it took months to get them to actually deliver what they agreed to in their initial SOW. Their Customer Support team is atrocious, and can only troubleshoot very basic issues with a terrible SLA. Majority of our tickets stay open for weeks, sometimes months.
What problems is the product solving and how is that benefiting you?
We use inContact in our support center. I wouldn't say that we have realized much value considering anytime we have to work with inContact it is a nightmare.
Recommendations to others considering the product:
If you are a larger company, inContact is likely to support your business as required. If you are in the SMB/Mid Market area, don't count on any support from inContact in implementing their product or getting help troubleshooting issues post go-live.
Its a really good system a little slow but works great when its not been worked on
What do you like best about the product?
I like the fact that it shows all the information in a spot no need to be switching systems around/
What do you dislike about the product?
it's really slow at times especially when there is a lot of information passing to the system
What problems is the product solving and how is that benefiting you?
It is allowing to communicate with customers as quickly as possible and allows me to observe my progress
Really rough implementation.
What do you like best about the product?
We like the ability to distribute leads. The call review option is fantastic and finding czll recordings is easy.
What do you dislike about the product?
I wish there was an intuitive dialer system instead of click to call. The chat did not function well. A lot of the integration doesn’t work well with Salesforce and takes a lot of time to build.
What problems is the product solving and how is that benefiting you?
We have started distributing leads to individuals based on priority and skill. We have been able to quickly listen and score calls.
Flexible Cloud-Based Call Center Telephony - Only Goes Down Sometimes!
What do you like best about the product?
Requires no installation by the user; totally cloud-based. Allows all normal call-center applications / functions without the need of an installed client.
What do you dislike about the product?
Interface can be clunky and challenging to navigate. Reporting is not as streamlined as some other platforms, and the dashboards are cumbersome to navigate.
What problems is the product solving and how is that benefiting you?
Diverse, long-distance offsite calltakers are able to work well as if on-site, which is exactly the point. Has allowed additional off-site call center employees and has improved timeframe for onboarding.
Stay away from CXOne until they get bugs fixed
What do you like best about the product?
The ability to grant supervisor permissions without the need to purchase separate, higher priced seats.
What do you dislike about the product?
Not sure where to start on this one. Agents cannot capture caller name. Agents also cannot see past call notes without running reports. Admins cannot reset user passwords, the agent must use an automated password reset which can take time. Random bugs that prevent agents from logging in and taking calls are classified as a P4 and assigned to a release for over a month away. It seems like they do not take customer issues seriously.
What problems is the product solving and how is that benefiting you?
We have not been able to get our call center functioning correctly so at this moment, there are not any benefits to discuss. At any given time, 2 or more of my agents cannot use the platform.
Recommendations to others considering the product:
Wait until they get the bugs worked out.
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