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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.
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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.
InContact
What do you like best about the product?
I like how very user friendly it is when it comes to managing reports and getting raw data from the day to day operations. Also, how well it helps manage the agents logged in and keep an eye on what exactly it is that they are doing at any given moment.
What do you dislike about the product?
Some reports, when exported to excel, they come out under a different structure and it makes it a little harder for me to assign any excel formula from that.
What problems is the product solving and how is that benefiting you?
Call Center Agent login interface.
Decent Call Center Management Software
What do you like best about the product?
Great software when it's working correctly
What do you dislike about the product?
call counts/agents available freeze after a while and you have to restart the Max app to see them correctly again
What problems is the product solving and how is that benefiting you?
I feel like it allows my company to find the small opportunities to enhance productivity that were missed by our previous software.
Impressed with the technology.
What do you like best about the product?
Not only have they had tools and technology to answer our production, quality and customer interaction needs, but they are good about suggesting additional solutions for areas of opportunity we didn't even think of. Their management and engineers are essential part of our strategic planning team.
What do you dislike about the product?
We often have to travel in order to get to a inContact event. There are many throughout the year, but we have n't had one in Pittsburgh.
What problems is the product solving and how is that benefiting you?
Most recently it was creating a live chat platform that was appropriate for our demographic (21-32 year olds) and our employees. The live chat platform NICE inContact built for us is called "advanced chat" and we are fans. We are particularly fans of the automation tools it offers: automated greetings and closings, precanned responses, ability to share documents/links/forms through the chat, and automatic distribution of chats based on skillsets. Our metrics have dramatically improved, but so did our customer survey scores.
Recommendations to others considering the product:
Every company we shopped gave a great sales pitch, so be sure to challenge them by presenting them with real problems and ask them to demonstrate how they will solve those for you.
New to inContact
What do you like best about the product?
It shows more details to keep the team connected.
What do you dislike about the product?
The interface seems outdated and could use a make over.
What problems is the product solving and how is that benefiting you?
We use inContact as a phone system and to track accountability.
Transition to the Cloud
What do you like best about the product?
I love having the autonomy to create my own dashboard, reports and views into all of the data from the contact center and not always having to rely on the IT group for everything technical. We set up agents and mange the skills and routing and can do it real time. Saves so much time and energy and explaining to someone who doesn't understand all of the dynamics of the CC. We have a shared environment of about 150 different lines. I love the freedom and stability that this product has given us - along with the fact that they do all of the heavy lifting for maintenance and upgrades!!
What do you dislike about the product?
Sometimes there are certain things that it takes awhile to get changed or upgraded if you are one of few users with a specific need - example chat reporting and transcripts and the ability to export these - there is none - so we had to build our own tool to extract the data.
What problems is the product solving and how is that benefiting you?
Built in maintenance - flexibility to scale up and down as the business does with out additional costs, very little down time, the inContact team is very responsive and easy to work with!!
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