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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.
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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The interface seems outdated and could use a make over.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!!
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.
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.
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