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Easy to Operatoe
What do you like best about the product?
It is very simple to use, and has a lot of features
What do you dislike about the product?
I wish it would start ringing when you hit the enter button on your keyboard
What problems is the product solving and how is that benefiting you?
Easy calling, and call history
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The working experience is outstanding
What do you like best about the product?
Support is given remotely. -Work from home set-up during pandemic
What do you dislike about the product?
The Security team here is good but needs a lot of maturity
What problems is the product solving and how is that benefiting you?
No established process yet for most of the supported products and features.
Recommendations to others considering the product:
yes
NiceCXone review from Walmart user
What do you like best about the product?
I enjoy using InContact for analyzing inbound and outbound call traffic. The call audio feature is a high-value tool from a customer care process improvement standpoint.
What do you dislike about the product?
The UI for InContact is not the most intuitive. In many ways, the UI can be developed with less select options on the main page to make the workflow more seamless.
What problems is the product solving and how is that benefiting you?
Listening to call audio and segment call traffic based on business criteria to figure out customer issues.
Excelente ferramenta para ligação.
What do you like best about the product?
Práticidade , fácil de usar , interface simples e intuitiva.
What do you dislike about the product?
Um pouco sensível a interferencias da internet.
What problems is the product solving and how is that benefiting you?
Problemas com ligações mudas, Ainda estamos tratando ao problema, mas a empresa tem se mostrado bastante proativa para resolver o problema.
Support is slow, and key features have not been resolved
What do you like best about the product?
I like that it is web-based, which means that our call centers can use this without any software installed. We also use this for call recording and it seems to work as expected.
What do you dislike about the product?
1. Our SSO broke in February, and inContact never fixed it. This means we have to go back to managing usernames and passwords.
2. Our call center lost the ability to mask calls, and this was never fixed. This means the call center has to disconnect and call the client back before gathering information.
2. Our call center lost the ability to mask calls, and this was never fixed. This means the call center has to disconnect and call the client back before gathering information.
What problems is the product solving and how is that benefiting you?
We primarily use incontact to record inbound calls to our locations. We can download the calls and send them to a different team to listen, and review.
Usabilidade & Conceitos
What do you like best about the product?
Praticidade na criação de visões nos painéis.
What do you dislike about the product?
Visualização das filas e seus indicadores, relatórios de histórico das chamadas com contadores de tempo iniciando na URA, projeção de painel estática.
What problems is the product solving and how is that benefiting you?
Problemas com instabilidade do sistema de telefonia, constantes ligações "Mudas", necessidade de realizar atuaçizações no Windows quando usuário muda de estação, limpeza do cache.
Recommendations to others considering the product:
Atende as necessidades para gestão de call center, mas ainda precisa aprimorar a usabilidade e os conceitos quanto às Pausas e melhor visualização do tempo real.
As funcionalidades de escuta online são ótimas, de fácil acesso, com áudio limpo e permite as intervenções com os colaboradores de atendimento sem que o cliente na ponta possa ouvir.
As funcionalidades de escuta online são ótimas, de fácil acesso, com áudio limpo e permite as intervenções com os colaboradores de atendimento sem que o cliente na ponta possa ouvir.
Great software
What do you like best about the product?
How easy it is to control the system, I never have to worry about any lags or glitches.
What do you dislike about the product?
I cant say theres anything I really dislike about the software, everything that I need is available to me.
What problems is the product solving and how is that benefiting you?
I can't say I have any problems in need of solving today.
Recommendations to others considering the product:
Just make sure you becoming familar with all components of the software and you should be fine.
NICE, is nice!
What do you like best about the product?
There are many additional features that I like about NICECXone, but i mostly like the supervisor function where I can monitor and remove customers from calls as needed.
What do you dislike about the product?
There isn't much that I dislike. It's a pretty functional and friendly platform.
What problems is the product solving and how is that benefiting you?
I have not had the chance to use it as a problem-solving measure.
Needs Improvement
What do you like best about the product?
The feature that i like the best is the conference calling. I believe that is one of the things that actually works very well on this program.
What do you dislike about the product?
There are still way too many bugs. It auto answers your calls sometimes or it wont let you accept the call even though you are clicking the accept button.
What problems is the product solving and how is that benefiting you?
I dont believe i am solving any problems. There arent any real benefits to this application.There are so many bugs that still need to be figured out. I dont feel confident that my calls are being handled correctly.
The automatization studio seems very useful and you can create apps in very intuitive manner.
What do you like best about the product?
The thing that attracted me the most is the tips for using variables. The robotization can perform a range of different actions on its own without intervention.
What do you dislike about the product?
It seems like the account credentials definition step may not be helpful for every kind of automation.
What problems is the product solving and how is that benefiting you?
Our clients can use it for short daily tasks such as performing morning routine tasks on different apps. If information of specific clients and employees are known, the automation makes the manual job of filling in the data get reduced effectively in a way that the robotization can change the position of many employees into ones with more data value.
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