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Better for large ransoms companies
What do you like best about the product?
Good dashboard for reporting, easy to modify
What do you dislike about the product?
Reps are scripted. Sales oversold out of box capabilities and this has hurt us.
What problems is the product solving and how is that benefiting you?
Contact management.
Recommendations to others considering the product:
Good for queuing centers - not inside Sales Centers depending on customized/individualized contacts
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Best In Class
What do you like best about the product?
The reliability and stability are unmatched. Great features that work together seamlessly. Least amount of down time I've ever seen.
What do you dislike about the product?
The interface isn't exactly pretty. Even with their 17.1 release it still looks about 10 years old which was in improvement on the late 90's look it's had since the late 90's.
What problems is the product solving and how is that benefiting you?
InBound and OutBound contact center for a company with about 50 agents. The new WFM tools from Nice are nice but still need of some work. Scheduling people is easy. The dialer is unparalleled. The omnichannel routing is easy to setup and modify on my own.
Recommendations to others considering the product:
Do a thorough evaluation. Bring in all the players. Don't keep it siloed to just IT. The contact center affects vastly more pieces of the company than most realize. Read the reports that are published; buy at the end of the quarter to get the best deal.
Incontact for customer service
What do you like best about the product?
It was fairly each to use in contact when I was working from home as a customer service representative
What do you dislike about the product?
When I had issues with my work computer it was very hard to set it up on my mac
What problems is the product solving and how is that benefiting you?
working remotely was possible, I was able to work from home all summer.
We have had lots of issues
What do you like best about the product?
Integration with Salesforce is a good idea, once you get it set up properly.
What do you dislike about the product?
Their communication internally is not good. We have been passed off from contact to contact without much knowledge transfer, and alot of our requests have been lost in the shuffle. We have had many issues over the course of this implementation.
What problems is the product solving and how is that benefiting you?
We intend to utilize the Salesforce implementation for our support agents, but at the moment we implemented MVP due to issues with go-live. We are hoping the Salesforce integration can automate many of the smaller repetitive tasks our agents do.
Recommendations to others considering the product:
You have to stay on top of these guys and make sure everything is documented. We have had so many issues with go-live and minimal support and guidance to avoid these issues. The product is also not intuitive to use at all and they do not seem open to our feedback. If I were evaluating products like this for the team to use, I would make sure to look at what else is out there and not necessarily go for the cheapest solution. There are lots of other vendors out there that do what InContact does, but better.
New to NiceInContact
What do you like best about the product?
We started using this software within the last year. They are still working out the kinks but it has been been better for inbound calls, stats review, and scheduling.
What do you dislike about the product?
Some kinks to work out for different skills I have to work in. those are the kinks they are working out.
What problems is the product solving and how is that benefiting you?
not having to have a hardlined desk phone. ease of scheduling, stats review, skill sets
Recommendations to others considering the product:
more testing
Easy to use
What do you like best about the product?
NICE inContact is very easy to use and read.
What do you dislike about the product?
Cannot look at multiple detailed schedules at once, and the screen is kind of busy.
What problems is the product solving and how is that benefiting you?
Scheduling, time off requests, over time, inbound and outbound phone calls.
Recommendations to others considering the product:
I wish there was a way to look at multiple detailed schedules at once.
Functional software for everyday communication
What do you like best about the product?
InContact software is a multi-faceted software that allows phone dialing and chat features.
What do you dislike about the product?
Although all of the products that InContact offers are great, the multiple chat feature could be improved.
What problems is the product solving and how is that benefiting you?
Multiple call and chat handling over multiple agents, metrics and outcomes can be tracked closer as well as employee adherence and volume.
Easy to use but has some problems
What do you like best about the product?
I like the fact that the phone is contained in the computer and that traditional phones are no longer required.
What do you dislike about the product?
It often freezes making it difficult to take calls.
What problems is the product solving and how is that benefiting you?
Freezes quite often and can be slow.
Recommendations to others considering the product:
It's easy to use and enables easy access to coworkers to be able to transfer and make calls quickly.
Adequate but unimpressive
What do you like best about the product?
Interfaces are very intuitive though lacking data. Deployment team is very thorough, but watch out for change orders during deployment expanding price.
What do you dislike about the product?
Service performance is not as reliable as other platforms. Sales team promises beyond delivery capability. Support could be more responsive, especially when addressing performance issue escalations.
What problems is the product solving and how is that benefiting you?
Using IC to expand into international coverage for internal support services.
Recommendations to others considering the product:
Define requirements carefully and completely before purchasing to ensure a match.
Ease of reporting
What do you like best about the product?
I liked the ability to listen in to calls and change skills through the Supervisor module.
What do you dislike about the product?
Difficult to find out peak times and what was going on at that time.
What problems is the product solving and how is that benefiting you?
Better utilization of disposition codes and accountability of ones time.
Recommendations to others considering the product:
Easy to setup and work with. Regularly added new users, changed skills and pulled reports.
Tickets for issues were not as simple and were hard to get the right kind of help.
Tickets for issues were not as simple and were hard to get the right kind of help.
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