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Great experience
What do you like best about the product?
Our company switched to InContact from a different company and we have seen some night and day differences when it comes to responsiveness and reporting. The supervising portion in particular has been extremely useful for assisting our support agents with calls.
What do you dislike about the product?
We have had a few system issues. InContact's support team works quickly to resolve issues, but it does seem that when something goes wrong it affects a huge portion of our team.
What problems is the product solving and how is that benefiting you?
Like I said previously, I've really enjoyed the supervisor portion. This helps me to assist my customer support agents when they're on a call. I can listen in and give the agent live feedback for difficult calls, or I can outright take over the call when necessary.
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NICE CXone
What do you like best about the product?
The robust nature of their Salesforce CRM integration. This allows us to create seamless workflows for a better agent and customer experience.
What do you dislike about the product?
The Studio application is amazing if you have a group of technical administrators. This means that the learning curve for Studio is a bit longer than our other Telecom vendor's admin tools.
What problems is the product solving and how is that benefiting you?
We adopted NICE CXone and Salesforce as a replacement for a process that required seven separate systems to manage. This not only eliminated expensive services, it allowed for a better experience for agents and customers.
Contact center Consultant
What do you like best about the product?
Simplified user interface no matter on what level you use CX One
What do you dislike about the product?
Reporting options can be a bit redundant
What problems is the product solving and how is that benefiting you?
There is high visibility into data and what the Agent is doing.
Has multiple screens to use and can be cumbersome to navigate
What do you like best about the product?
The reliability was good. As far as I knew, you have to have an additional phoneline.
What do you dislike about the product?
I went through RingCentral and navigating the 2 vendors was difficult.
What problems is the product solving and how is that benefiting you?
It was routing calls and emails well. Dispositions were easy.
Reliable IVR application
What do you like best about the product?
They are very responsive and answer/address issues quickly. I love that the call recordings can be accessed on the cloud or downloaded for audit/review purposes. We've integrated with Salesforce, another area where things worked out well. The application is flexible, works well and is reliable.
What do you dislike about the product?
The out-of-the-box reports can be improved; they don't usually cover all the areas you'd expect. While the documentation seems adequate, it can be improved for less savvy persons.
What problems is the product solving and how is that benefiting you?
The Nice application solves IVR contact center needs for the support organization. They are competitively priced, and we feel we are getting good value for the money.
Easy to use and effective
What do you like best about the product?
I like IEX since this helps the agents to create the requests by themselves, the interface is great because you can see all the schedules in a timely manner, definitely better than other I had used along my career
What do you dislike about the product?
As of now, I have not seen all the weaknesses from IEX since it's not been too long since I started using it, when I was an agent everything was pretty accurate and changes were made in real-time
What problems is the product solving and how is that benefiting you?
Schedule problems, finances, shrinkage, and some others. Is also useful because the plotting process for the business becomes more efficient and the algorithm approves or deny by itself
My experience with Nice
What do you like best about the product?
Nice is very user-friendly, and it has very cool visibility of both real-time data and any historical reporting as well. It allows synchronizing scheduling with performance
What do you dislike about the product?
Although it has cool visibility, the different dashboards you can build are limited to whatever was considered in the software. It would be nice a little more flexibility there
What problems is the product solving and how is that benefiting you?
Nice is the main platform that holds all recorded data; it is beneficial for me as a WFM scheduler and Forecaster because I need to run many different types of analysis
It was very useful for a very long time
What do you like best about the product?
It was very simple to use and made making calls as well as receiving them very quick and easy
What do you dislike about the product?
That you cant send messages through it to clients or co workers
What problems is the product solving and how is that benefiting you?
Effeciency, helps get to more clients and be more productive
Reliable productivity management
What do you like best about the product?
The integration of the platform allows for versatile live call monitoring as well as archive monitoring and scoring. Prebuilt reports allow fast data access. Of the few management platforms I have used - the inContact portion is great.
What do you dislike about the product?
The engage side can be clunky when setting up custom queries. The in-contact software needs refreshed roughly every 3 hours to ensure all functions stay available.
What problems is the product solving and how is that benefiting you?
Accurately grade customer interaction in real time or recorddd, for quality assurance. This allows us to better instruct and educate our employees when using a shared system.
Nice cxone allows us to serve our customers efficiently
What do you like best about the product?
It has a live chat, which allows us to keep in constant communication with our customers, also allows us to attend and make calls with VoIP connection, in addition to an automated routing of calls, which helps us to channel them efficiently, assigning them to the agent with more experience. It allows us to keep a history of each customer, to know and take into account every purchase they have had in the past with the company.
What do you dislike about the product?
One of the main problems we have faced is the configuration of the system and the migration of customer data, as it is a cumbersome and time-consuming process. Every time we create a new profile for a client, it takes us a lot of time to fill in spaces that the system considers important, if it would allow us to customize those entries, it would be a great help and would greatly improve the quality of our work and our time.
What problems is the product solving and how is that benefiting you?
It is an all-in-one software in terms of customer service, since it allows us to have communication through calls, emails, messages and more, in addition to being able to monitor the calls made and follow the interactions that we have from each communication channel. It also has surveys for customers, so we can improve relationships and customer service, knowing firsthand their requirements.
Recommendations to others considering the product:
This is one of the most complete customer service support programs we have used in the company. All of us agents have been able to work more efficiently, serve customers faster through the various channels and thus increase our customer base and sales. It is a program with such an intuitive interface that its learning curve is very low, which is why we highly recommend it.
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