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Quality Assurance machine!
What do you like best about the product?
The interface is a bit “old school”, but once you get the hang of it - it’s incredibly easy to use! We use NICE to monitor calls for our call center and it provides information on the caller, the team member taking the call, and the exact call type (i.e. which department they call in to). We are in the process of switching to a new system, but only to consolidate systems between lines of business.
What do you dislike about the product?
It can be a bit slow when switching between functions. It certainly isn’t a deal breaker, but it could be faster.
What problems is the product solving and how is that benefiting you?
We are able to record and monitor calls coming in to and going out of our contact center for Quality’s Assurance purposes. When we roll our new processes, we are able to ensure employees are following the appropriate procedures.
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Outstanding products and service
What do you like best about the product?
inContact has been an outstanding and critical technical partner for 211LA. Many times we serve as a first responder to the community times of need, crisis, and disaster. inContact not only understands our business needs but serves as a partner to ensure we are delivering consistent and quality service to our community.
What do you dislike about the product?
inContact has done an outstanding job of acquiring key partnerships for additional technical features and partners to provide services. At times it is a little bit of a patchwork but they have made great strides in blending the technologies so they are more seamless. They do an excellent job of listening to feedback from clients and incorporating that feedback when appropriate and possible.
What problems is the product solving and how is that benefiting you?
inContact is above all reliable. We require 24 X 7 X 365 up-time and service. We have had a reduction in the cost to maintain our own equipment.
Recommendations to others considering the product:
I highly recommend you visit a center using NICEinContact and that you attend the conference. It is the best way to network with other users and learn how best to apply to technology to your business model.
Utilizing Nice InContact & WFM
What do you like best about the product?
The reporting capabilities are the part that I like best. To be able to pull the call data & metrics accurately are very important in regards to WFM and staffing.
What do you dislike about the product?
While there are many parts of the agent's time off requests that can be automated, I do wish that Nice WFM had some sort of interval based automation instead of just going off the amount of hours available per day.
What problems is the product solving and how is that benefiting you?
We use Nice InContact for our call center and workforce management needs. We are able to schedule and monitor agent attendance, performance, and overall production. This has helped us identify areas of opportunity and strengths.
Recommendations to others considering the product:
Nice InContact offers something for everyone looking for a contact center solution.
inContact transformed 211 call centre service in Ontario
What do you like best about the product?
Customer support
Continuous improvement and new features
Good understanding of customer needs
Continuous improvement and new features
Good understanding of customer needs
What do you dislike about the product?
I wish inContact offered IP service from a location in Canada
sometimes a challenge to keep up with the pace of change
sometimes a challenge to keep up with the pace of change
What problems is the product solving and how is that benefiting you?
5 virtually integrated centres providing service as a unit from 5 independent centres
Integrated scheduling for 4 centres
Streamlined automated surveys measure both CSAT and later, Outcomes
VoIP technology
Elimination of phantom calls
Days to implement instead of weeks or months
Complete flexibility in call routing
Excellent technical vendor support and single point of contact for internal support
50% of agents equipped and experienced at working from home
Integrated scheduling for 4 centres
Streamlined automated surveys measure both CSAT and later, Outcomes
VoIP technology
Elimination of phantom calls
Days to implement instead of weeks or months
Complete flexibility in call routing
Excellent technical vendor support and single point of contact for internal support
50% of agents equipped and experienced at working from home
Recommendations to others considering the product:
Excellent product
NICE is not just in the Name
What do you like best about the product?
NICE inContact makes the conversion from a premise based solution to a cloud based solution easy and pain free. The SaaS model drives flexibility and support for contact centers that have fluctuating or seasonal needs, a required Omni-channel support solution and tools that make quality control and process management easy for all members of the contact center support team.
What do you dislike about the product?
Customization of your ultimate solution can be done but it requires detailed plans and communications to ensure that all customized features are as expected.
What problems is the product solving and how is that benefiting you?
The biggest benefit for our organization as a result of the NICE inContact solution was a reduction of operating expenses by over 50%. This came as a result of their flexibility in seat management as well as the superiority of their workforce management solution.
Recommendations to others considering the product:
Be detailed in your requirements and determine if what you need is a flexible, easy to use solution
Good Product
What do you like best about the product?
Cloud Based and calls flow flawlessly all the time
What do you dislike about the product?
Overseas support can sometime be frustrating and take too long to resolve issues
What problems is the product solving and how is that benefiting you?
increased efficiency in our call flow - good suite of reports.
great product, flexible.
What do you like best about the product?
Great product, very flexible, self programmable, can make changes on the fly if you know how, support is pretty responsive on urgent issues.
What do you dislike about the product?
cost - I would recommend for large clients but may not be cost effective for smaller.
What problems is the product solving and how is that benefiting you?
call center call routing, reporting, customization.
Recommendations to others considering the product:
none
Remote Agents
What do you like best about the product?
Scalability of the software. I can add agents, lines with just a couple clicks.
What do you dislike about the product?
I have been on the system sine 2010, getting past Tier I support for questions or issues to decrease my time on the phone.
What problems is the product solving and how is that benefiting you?
It has allowed us to hire more agents with the remote capabilities than our inhouse switches that I used to manage.
A very good cloud based ACD system
What do you like best about the product?
InContact is very easy to use, the support is fantastic and responsive and definitely brings their best foot to the game.
What do you dislike about the product?
I will say that some of the interface can be a little clunky to look around. Reports, especially customized ones, can be a little hard to sort out but they are introducing new layouts/interfaces shortly to handle this so we do look forward to those issues being addressed.
What problems is the product solving and how is that benefiting you?
We need a solid and responsive call system for our support center. InContact provides a health of information in terms of individual agent details, call center data and SalesForce integration which is a great to our organization's success. The level of detail available is actually very surprising, in a good way.
Recommendations to others considering the product:
This is possibly one of the best "call center" softwares I've dealt with in my 20 years of working in this capacity. There are always things that could be better but inContact does take those and into account and works to improve the product. Their support is bar none the best from any ACD provider I've worked with. They are responsive both over the phone and via chat on their website.
inContact Helped our startup launch successfully
What do you like best about the product?
Flexibility, Agent UI Experience, Reporting. Also the technical support and consulting on demand services were really great
What do you dislike about the product?
Detailed IVR configuration could not be done via the web, it had to be done using a local Windows client which was very inconvenient.
What problems is the product solving and how is that benefiting you?
We successfully launched the call center at our startup using inContact. The ease of training and use helped us successfully scale quickly!
Recommendations to others considering the product:
inContact allowed us to launch our call center with ease. When we need to migrate our call center from the west coast to the midwest, inContact allowed us to seamlessly accomplish this task with ease and with no downtime.
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