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NICE inContact experience
What do you like best about the product?
The simplicity of functions within the program helps to review calls efficiently. It has a depth of functionality not available in other programs such as Talkdesk and Engage that we have used in the past.
What do you dislike about the product?
Programming forms sometimes have launch issues. Unable to zoom in on-screen capture feature.
What problems is the product solving and how is that benefiting you?
Nice helps to solve issues of locating calls and applications efficiently for review. It has helped make the team more efficient and simplified our auditing process.
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Front-end User Review
What do you like best about the product?
There are many reasons I like NICE InContact. The landing page is easy to customize with a view that matches each team or assignment need. As a front-line user of the product, I find it much easier to manage my call flow with readily available data. At a glance, I can see where I am in the call lineup, the duration of my current call, our active queue, and our current SLA stats. It truly is an effective call center tool for agents. Giving real-time feedback within the application makes for a very fast turnaround on resolution times when any issue arises.
What do you dislike about the product?
I can't think of anything I dislike about it! I've not had any issues as a user.
What problems is the product solving and how is that benefiting you?
One of the most significant benefits I've noticed as an agent is accountability. We were starting to see an influx of other agents abusing the phone system. Once we began utilizing the ability to customize the data shown, it added a transparency level that stepped up productivity.
Recommendations to others considering the product:
I highly recommend using NICE inContact! From call quality to layout, the entire service has been a welcomed improvement to my job in a Call Center.
user friendly
What do you like best about the product?
visually appealing and user friendly from screen to screen
What do you dislike about the product?
slow when trying to open launch supervisor and has glitches often; workers are often reporting that they get refused calls, hold button has issues- workers report that they have trouble clicking the hold button to return to the customer after placing them on hold
What problems is the product solving and how is that benefiting you?
easy to pull reports and view activity of staff
Super NICE and easy to work with!!!
What do you like best about the product?
The program is very user-friendly, and it allows you to stay organized when working.
What do you dislike about the product?
Sometimes I got disconnected when I'm working with other tools, but I think this may be just my browser.
What problems is the product solving and how is that benefiting you?
I can get the information I need using the reports the tool generates. It is fantastic!
The best call center software!
What do you like best about the product?
The chatbot is my favorite. It asks for the caller's name, phone, and email address when the customer first starts a chat. So, employees are able to get on the line and be more efficient without getting all of that contact information themselves.
What do you dislike about the product?
The only thing that I dislike about Nice inContact is the number of times that you need to clear cookies and cache.
What problems is the product solving and how is that benefiting you?
One problem that we are solving with NIC inContact is using reports to see the number of refused calls within the contact center. One benefit we have realized is the clear recordings to listen to the calls and grade our customer service team.
Recommendations to others considering the product:
Be aware of the dropped calls but the service is great otherwise.
Good service easy to use
What do you like best about the product?
I like the ease of use. I also like the way it's easily accessed from anywhere. I like that I can log in from anywhere or any computer. I also like that I can make conference calls and can transfer easily. Whenever I have a problem it is always addressed and fixed promptly as well.
What do you dislike about the product?
Sometimes the calls will refuse or drop due to connection. I dont like that it doesn't give us much reason when the calls get dropped.
What problems is the product solving and how is that benefiting you?
I can work remotely and comfortably. NICE makes it easy to connect with multiple people at once and with people all over. It's making it a lot easier to communicate and do business from anywhere.
Recommendations to others considering the product:
If you need a system that is easy to use and can get the job done i would reccomend using this service.
It performs well, all my needs at my fingertips.
What do you like best about the product?
I like my ability to review my stats and view my schedule.
What do you dislike about the product?
The length between calls should be at least 2 seconds, not 0.
What problems is the product solving and how is that benefiting you?
I am Solving the ability to unite my members, providers and clients together over the phone in order to answer all questions to their problems.
It is a little hard to use, but generally, it works well
What do you like best about the product?
It helps make talking and communicating with clients easy and convenient
What do you dislike about the product?
It sometimes has problems connecting and won't work until it connects, but when it does, it usually works perfectly
What problems is the product solving and how is that benefiting you?
I can keep track of customers that I contact and it is a lot more convenient and intuitive than other similar programs
use this system for incoming calls, works great!
What do you like best about the product?
if I am not able to answer a call it can be picked up by another person.
What do you dislike about the product?
that I have to click refuse, makes it sound like
I dont want to work.In fact i am working with another customer.
I dont want to work.In fact i am working with another customer.
What problems is the product solving and how is that benefiting you?
helping customers
Newly onboarded to Nice inContact (CXOne)
What do you like best about the product?
Nice inContact has tons of products to choose from. They can spin up a solution to most contact center issues with more features than you realize. We're barely beginning to implement some products (WFM/ACD) and the handoff from sales rep to implementation manager to technical account manager was good and informative.
They allowed us to choose which items we needed 'a la carte' and were understanding when it came to adding more products in the future.
They allowed us to choose which items we needed 'a la carte' and were understanding when it came to adding more products in the future.
What do you dislike about the product?
Since Nice inContact is such a large company you're dealing with folks all around the U.S. with specialized functions, this can cause a lack of cross-functionality. I'm seeing this a small bit, but can speak at length about it since our work with them is just beginning.
We did have a little hiccup with our sales team understanding what we needed to accomplish which put us back about 30 days on our implementation plan.
There are far too many sign-ins. Sign in for our business unit, sign in for the support site, sign in for their training site. I think this is something they are working on but I would like to just access this all from one place on the primary sign-in.
We did have a little hiccup with our sales team understanding what we needed to accomplish which put us back about 30 days on our implementation plan.
There are far too many sign-ins. Sign in for our business unit, sign in for the support site, sign in for their training site. I think this is something they are working on but I would like to just access this all from one place on the primary sign-in.
What problems is the product solving and how is that benefiting you?
Trying to get more understanding around our telephony channel. Our previous platform provided very little data, visibility and customization we needed to be able to improve our SLA. Nice inContact gives us the granularity we need. This will help us make better real-time and long-term decisions on how to improve.
Recommendations to others considering the product:
If you're looking for a wide range of solutions for your contact center, this is a great company to take a look at.
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