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Stable and Reliable platform
What do you like best about the product?
NICE offers a up many features for all levels of what a call center needs. This allows for the for a robust back end and a user friendly connection for agents and supervisors alike. Provides a stable environment to handle calls, chat and emails.
What do you dislike about the product?
The platform does not have the most robust outbound set up for automated campaigns.
What problems is the product solving and how is that benefiting you?
Being able to control and view agents in and out of calls, and being able to gather a comprehensive knowledge of the agents and accounts.
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Incontact review
What do you like best about the product?
I like the fact that it works well and have not had any issues with the program. I do love the program it allows us to work as we do and very efficiently. I like that it allows for the Choice between thin and max agent. When open in multiple tabs it tends to log one out more frequently. The system sounds could be more pleasant. Sometimes it goes thru a leggy day, but not too often
What do you dislike about the product?
I wish it was more user friendly with Max agent that we can do custom colors or make it abit smaller. 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?
I have not had any issues using the program.
Recommendations to others considering the product:
I would stay it allows for smooth and clear productiveity.
Pleasant
What do you like best about the product?
I like that you can see everyone. It's laid out very nicely, very clean and organized. It has many features that are very helpful for your business.
What do you dislike about the product?
Sometimes you are unable to force log out due to someone being stuck in auto wrap.
What problems is the product solving and how is that benefiting you?
It makes life a whole lot easier where I can see all agents logged in and what code thay are in. You can also have it highlight an agent when they are over a certain time in that code.
Organized Productivity
What do you like best about the product?
I like that it has all the stats and reports needed to oversee operations.
What do you dislike about the product?
I dislike that the MyAgent window doesn't stay open above all other windows. It would be "Nice" if it did ;)
What problems is the product solving and how is that benefiting you?
Service Level is something we can easily look at and attempt to solve by reaching out to agents who are working on other things and asking them to come available and help with the calls queue.
Recommendations to others considering the product:
You will not go wrong with implementing NICE inContact to your organization.
A Great Tool in the Customer Service Industry!
What do you like best about the product?
This product has great functionality and is easy to use. To JUMP ON quickly and grab those calls rather than having to sign into multiple platforms is a great tool.
What do you dislike about the product?
Occasionally call refusals happen when your computer is a little slower but overall you can recover quickly.
What problems is the product solving and how is that benefiting you?
The systems allow me to quickly grab a call from a heads down mode which is a plus to my research
Recommendations to others considering the product:
Worth a try
Lots of Flexibility
What do you like best about the product?
As an agent, it's not difficult to grasp how to take calls/go unavailable/submit dispositions. The dashboard is customizable in every way so that you can easily see what calls are waiting, what your service level is and what agents are logged in and what their current state is. There are a ton of different reporting options too
What do you dislike about the product?
Certain features on the new agent console (Max) do not work as well as they did not the old agent console (Thin Agent/Power Agent).
The new integrated Softphone that Max offers is great, but it's only compatible with Chrome
The new integrated Softphone that Max offers is great, but it's only compatible with Chrome
What problems is the product solving and how is that benefiting you?
Benefit wise it is very easy to see the current state of every employee who is logged into the platform
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.
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.
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