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Utilizing InContact
What do you like best about the product?
I like that we can disposition calls and see what calls are in our queue.
What do you dislike about the product?
I do not like that sometimes the app fails, for example one can be taking a call but out of nowhere the system will kick us out and disconect the call as well as the fact that as we are barely launching the application we are unable to use some of the features such as screen monitoring.
What problems is the product solving and how is that benefiting you?
signing in, before we used to sign into a hard phone with a badge number and sometimes people would punch in the wrong badge number signing in with email and username makes it hard to give wrong info
Recommendations to others considering the product:
Get it, i think its a great tool to have and it is easy to use once you get used to it.
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I have not had any issues with NICE CXone
What do you like best about the product?
How simple it is to access, how efficent. The max agent is one of the features I appreciate. Just the ones that my company granted me access. No comparison!!
What do you dislike about the product?
I have yet to find one. Nothing is missing. Everything works properly
What problems is the product solving and how is that benefiting you?
Using the reports allows me to get a better understanding of my work progress. The better my progress, the more I get paid.
very flawed
What do you like best about the product?
The user friendly aspect of the system is fairly simple and intuitive. When it works, it works well. It is slow to pull up the scripts at time. I don't have an opinion in regards to other competitors. I like that it is easy to change my status.
What do you dislike about the product?
The phone doesn't always give you the ACW time it is supposed to provide. I don't like how loud the "whisper" is. It startles me every time. The system hangs up and picks up a new call too quickly, and I tend to lose my script in the process. When I get transferred a call, when the agent who transferred it stays on the call, the launch button has no options.
What problems is the product solving and how is that benefiting you?
Calls disconnect sometimes. Calls come in during unavailable times. The script has sometimes disappeared during a call. The phone doesn't always give you the ACW time it is supposed to provide. The system often freezes, causing calls to drop and having to reboot the entire computer.
Recommendations to others considering the product:
It is a somewhat easy system to learn that has a lot of flaws, but it will be great, soon if the kinks can be worked out!
Simple as 1,2,3
What do you like best about the product?
The features are easy to use and explain themselves by name. The system show client information and telephone number. The transfer and conference features are accessible and work everytime.
What do you dislike about the product?
They were unable to transfer if the agent was not active. The call sometimes gets an error not sure why but a few times this happens—the system times out if not activated for an extensive period.
What problems is the product solving and how is that benefiting you?
The problem are directing clients to appropriate departments and helping clients with specific bank system issues. The NiCE system provides the users with detailed information regarding the caller software program.
Customer Care
What do you like best about the product?
Easy and simple. It is very convenient. It is not difficult to use everything is simple. I like the outbound dialing as well.
What do you dislike about the product?
Sometimes when answering a call it freezes up and will not allow me to accept call. I usually log out and log back in and it is fine.
What problems is the product solving and how is that benefiting you?
It is the best way to make outgoing calls, and i think it is a great system also for remote businesses as well.
Recommendations to others considering the product:
It is great for call centers and remote work!
i have very clear calls and good experience with nice one .
What do you like best about the product?
the clear calls also them timer everything seems to stay up to date
What do you dislike about the product?
when my in contact freeze up out of no were in the middle of a call
What problems is the product solving and how is that benefiting you?
the problems i am solving are the clients that calls in with a numerous amount of issues and i get to help hem have a sence of relief
Recommendations to others considering the product:
yes
I FEEL IT'S A GREAT TOOL FOR TIME KEEPING
What do you like best about the product?
The time tracking for logins is a good tool to keep track of breaks and lunches
What do you dislike about the product?
I do not like that the system logs you out if your disposition is not changed.
What problems is the product solving and how is that benefiting you?
It helps with being held accountable for your time keeping
ótima
What do you like best about the product?
acesso tel, tempo de utilização pela chamada, cria controle de tempo
What do you dislike about the product?
A solução eleva o desempenho de habilidades pessoais difíceis de treinar,
What problems is the product solving and how is that benefiting you?
permite que as empresas adicionem aplicativos personalizados, como canais digitais,
Recommendations to others considering the product:
Da para você tirar o barulho da notificações pelas confirgurações
User friendly
What do you like best about the product?
I really like that InContact is so user-friendly. And, the layout is very nice - plus you can customize your dashboard the way you want it. I also like how you can pull up specific detail on each employee, based on their daily status changes they've made, throughout the day.
What do you dislike about the product?
The skilling of customer care advocates is a little tricky.
What problems is the product solving and how is that benefiting you?
We are able to access metrics very easily with inContact.
Recommendations to others considering the product:
Very user friendly and the layout is customizable and easy to format.
Works great for our monitoring and reporting needs
What do you like best about the product?
I love how simple the dashboards are to read and interpret. We love the graphs and visual representations of calls holding in our queue. I also love how we can make multiple dashboards for multiple departments. It helps to keep everyone in line and aware of where they and others stand. That also helps to promote healthy competition.
What do you dislike about the product?
Would like the reports to be easier to access. It was a little hard at first to understand how to pull calls. I still find myself copying and pasting the number I am searching for in all fields until the call appears. I would like a more in-depth tutorial when first getting this product on the benefits and processes for pulling reports. This would be great for future users.
What problems is the product solving and how is that benefiting you?
We are solving how to keep our team motivated and connected to where we are for the day. We are able to address our call abandonment and run reports that can help us recognize trends in call volume on an hourly basis. This helps us to ensure we are properly staffed and helps us to anticipate what days will be busier throughout the year. We have been able to improve our coverage and even start small friendly competitions based on the information we are able to extract, Also the ability to pull calls helps us to improve our customer service and monitor our employees to ensure every customer is being addressed and helped in an efficient and friendly manner. This ability has helped us to be able to do call Q&A. It is over all a great product.
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