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Best work environment thus far!
What do you like best about the product?
The format of a help chat room for agents to be in contact with supervisor's & fellow agents.
What do you dislike about the product?
Nothing at all, I am enjoying this experience.
What problems is the product solving and how is that benefiting you?
It is very accurate and if there are any issues, they are solved promplty when attention is brought to them.
Recommendations to others considering the product:
Perfect combination to other work resources that I'm also currently using.
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Simplistic to Sophisticated - Made for all user types
What do you like best about the product?
User interface is so easy to use and not cluttered. Very easy product to train on.
What do you dislike about the product?
The Max Agent can be difficult to train on
What problems is the product solving and how is that benefiting you?
REPORTING and AGENT ACTIVITY!!!
It's ok, but a little clunky in some ways
What do you like best about the product?
I like that I can paste phone numbers in any format
What do you dislike about the product?
I dislike that I have to click into the number field after clicking "new" before I can paste. Also, why does the window expand when I'm on the call? If it could just stay the same width it would help me arrange my browser windows better. Finally, there REALLY should be a smartphone app by now, it's 2021.
What problems is the product solving and how is that benefiting you?
ummm... this is a silly question. We need to reach customers. Your software is how we reach them. It's pretty simple.
Recommendations to others considering the product:
It's fine
Sufficient for our needs
What do you like best about the product?
Easily tell what is going on with the call at the top of the MAX window, and that I can change the color scheme.
What do you dislike about the product?
The view pane for skills is a bit difficult to get through when in-call mode, especially with the narrow max window -- when searching for a line to transfer to, there seems to be a lot of white space, which means a lot of scrolling, and something that takes a bit of time when on the phone with someone who just wants the right person.
What problems is the product solving and how is that benefiting you?
Warm transfers are a nice feature, but should not be the default.
Recommendations to others considering the product:
Explore all the options carefully, find all the tools and settings first, and then move on to usage.
It is very easy to use.
What do you like best about the product?
The interface is amazing. I like how easy it is to read and use.
What do you dislike about the product?
Sometimes I get logged out of the app; however, that has not happened in a while.
What problems is the product solving and how is that benefiting you?
I am able to communicate with colleagues and customers in a great way.
Recommendations to others considering the product:
I would absolutely recommend NICE cXone.
NICE InCOntract is a nice product and can be taken up by BPO Industry
What do you like best about the product?
Best part are the features which are present in the tool and overall startegic edge it prodvides to the company.
What do you dislike about the product?
May be it can offer som additional features which are the need of the hour - Automation, Better analystics
What problems is the product solving and how is that benefiting you?
We are looking for better & cost effective customer lead generation and follow up tools with better market depth
Recommendations to others considering the product:
Nothign specific Tool is good but it can be Integrated better with CRM tools available within an individual firm
working made easy
What do you like best about the product?
the functionality of the software it makes my job alot easier
What do you dislike about the product?
more internal features to connect with coworkers
What problems is the product solving and how is that benefiting you?
i am helping the citizens of Oklahoma with unemployment claims
Recommendations to others considering the product:
n/a
User friendly and easy to navigate
What do you like best about the product?
I love a lot of things about NIC. I love the ability to smoothly merge/conference calls and transferring calls. It is quite easy to navigate and very user-friendly with the click of a few buttons. It even allows the option to warm and cold transfer phone calls. Very user-friendly.
What do you dislike about the product?
The downside is that it requires the use of dispositions after phone calls. I do see how this is important (to track phone calls and text messages), however, it can get a bit tedious. A neccesary evil.
What problems is the product solving and how is that benefiting you?
Sometimes, an inbound call may not ring. Once in a while, I am unable to accept an inbound call and the screen is frozen. Both of these issues are very rare and have only occured a few times within thousands of calls. From this, I have realized how efficient and consistent NIC is.
NICE inContact makes our job very easy. Clear sounds and very easy to use!
What do you like best about the product?
The navigation of its function is very easy to use. Very recommendable for other businesses to use. The software and funtions is very user friendly and it makes life more easier. For us as an employee, it helps us to do good at work and boost our employee morale to do more. For report extraction, the data collated is very accurate unlike the first tool that we are using. Having such an aplication like Incontact makes life more easy.
What do you dislike about the product?
Sometimes it disconnects automatically and needs to reconnects several times. And also if only some function can be easily access ordinary users to see bi-hourly report so it can be manage at all times. Seing real time number can improved productivity and self improvement. Also, some of the motivating factors is seing your performance real time and it can be improved when there's any struggles.
What problems is the product solving and how is that benefiting you?
I was able to manage my time efficiently. Many reports have been submitted on time because of the accuracy of the report from the application. All the information needeed while taking call is already indicated. Recordings and other stuffs! It benefits the business a lot because the goals is being hit a lot most of the time depending on the file that was being extracted by the dialer. By using this tools, it gives the business and client a win win solution since by having a tool that is easy access. Certain goals can be achieved. Kudos to the developer!
Recommendations to others considering the product:
At first, give some time to understand the tool and give it a chance to showcase its valuable tools. At a specific time, you will see the self-improvement that it will give you.
Slow start.. Getting better
What do you like best about the product?
Ease of use and full control over routes with Studio.
What do you dislike about the product?
Reporting still lacks basic features, and I am still waiting for the "Internal ID" field to be exportable in Custom Reports. If it is not a usable item, then don't provide it. Dashboards are frequently incorrect.
What problems is the product solving and how is that benefiting you?
After a rough start in 2017 and 2018 the quality and up time has improved. The reporting is still subpar.
Recommendations to others considering the product:
After a rough start in 2017 and 2018 the quality of service and uptime has improved. Reporting still lacks basic features, and I am still waiting for the "Internal ID" field to be exportable in Custom Reports. If it is not a usable item, then don't provide it. Dashboards are frequently incorrect.
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