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OmniAccess Service
What do you like best about the product?
I am able to visualize my rep's real time status. In addition, how much time a contact has been spending waiting on Queue. Also, inContact has some powerful reporting tools that makes easy historical/business data review.
What do you dislike about the product?
inContact its a pretty fitted Omnichannel.
What problems is the product solving and how is that benefiting you?
Contact Center Management.
Service Level Audit.
Overseeing Project Performance.
Indepth Analysis of Agent Activity/Attendance.
Service Level Audit.
Overseeing Project Performance.
Indepth Analysis of Agent Activity/Attendance.
Recommendations to others considering the product:
At first glance, inContact is a dynamic user interface. But if you want to get the most out of it, and excel all of its features then make sure revise https://help.incontact.com/
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Functional tool, Annoyingly quick timeout
What do you like best about the product?
The tool is great for monitoring a remote workforce, especially with the COVID office environment. I always know when my team is logged in and who is in the call center (and I am able to put additional resources online during high call volume periods). The statistics are also a great measurement of how the various teams are performing to service level expectations.
What do you dislike about the product?
It seems like the contact manager logs me out every 10-15 minutes. Since I am the team lead, it is essential to have this application open throughout the day. I must log into the portal at least 20 times a day. According to our IT support staff, there is not a setting that will extend this period. Fix this and I would rate the system a 10!
What problems is the product solving and how is that benefiting you?
This was previously answered in the "best" category
very comfortable, good handling, i like the feature once you start recording you cannot stop it.
What do you like best about the product?
the agent reports tab, is very useful when handling your performance on calls. every feature is well detailed, to be able to modify it and add colors as well as a good feature. the call history comes in handy when I have to make an outbound call, I can directly call the customer without having to look for a number. having a queue call is really when you have less call you want them out for available time, that's a good feature.
What do you dislike about the product?
what I dislike is when you log out, it automatically closes it, instead of just logging out and if you want to log back in. but no you have to re-launch max again, that is something that causes me to lose precious time. that is the only feature, the rest is really amazing when it comes to handling customers.
What problems is the product solving and how is that benefiting you?
solving the customer issue, the customer directly addresses their issue and we solve it accordingly. we address and make 3-way calls as well, and to be able to speak 3 parties or just 2 is really convenient. having to call any agent at free will is really convenient when you need further assistance, that is really good, as well as your performance as an agent can be detailed review in the max system as well. good system, well developed. xd.--
Recommendations to others considering the product:
is a good tool to use, very competitive, we all have no problems while using it, and the best option is that times everything, phone calls, breaks, lunch.
Easy to use, fast with calls.
What do you like best about the product?
I think is excellent have the option to use a software like Incontact, where you can make call all around America with the same phone number, the idea of having different area codes to choose, makes every call attempt more susceptible to get an answer and get a yes.
InContact is really easy to use, is great to see how much time of the day you have spent making calls, being available and being unavailable, produces more accurate getting a productivity data. how many calls you have made, etc,
InContact is really easy to use, is great to see how much time of the day you have spent making calls, being available and being unavailable, produces more accurate getting a productivity data. how many calls you have made, etc,
What do you dislike about the product?
The interface could be a little more friendly, it would be more effective to make a call without so many steps, and when you are finishing a call, having to select a category makes is tedious, there are too many clicks.
When the internet is not working correctly, sometimes you have to restart Incontact sometimes you have even to restart your computer to make it work again, the fact that this software is linked to another one, makes everything slower (Not sure if apply to all cases).
When the internet is not working correctly, sometimes you have to restart Incontact sometimes you have even to restart your computer to make it work again, the fact that this software is linked to another one, makes everything slower (Not sure if apply to all cases).
What problems is the product solving and how is that benefiting you?
In average, I have to make 80-100 calls a day. I've seen I get more answers and "yeses" from people when they see a familiar area code on their phones, I can perceive they feel more comfortable talking to you and less "treathened."
I can improve my daily goal every day looking at my State Summary, I can know exactly how efficient I've been.
I can improve my daily goal every day looking at my State Summary, I can know exactly how efficient I've been.
Recommendations to others considering the product:
If you're looking to make calls all around America, this is your way to go.
Good software system
What do you like best about the product?
I like how the system shows the user the schedule, blocks out time to make callbacks. It is very user-friendly. The system allows the user to view call history.
What do you dislike about the product?
I'm not too fond of the fact that it may log off the user at times.
What problems is the product solving and how is that benefiting you?
I have realized that the system is very organized and essential to the work from home environment.
Recommendations to others considering the product:
I would recommend for users take the time to and let the system work for you.
Best system to use for your company.
What do you like best about the product?
What is like about the NICE system the best is how User-friendly the system is. I also like the sleekness of the interface. The system is easy to use. The modes are easy to chose.
What do you dislike about the product?
Sometimes the agent leg disconnects and puts me in refused status. I wouldn't know if I was in refused until my supervisor tells me, being in refused can take a toll on my adherence and my overall score for the week. Also, one could say that I was avoiding calls. I have to double-check my status every few hours to make sure the system did not put me into refused position. There is also static on the phone sometimes when using NICE. Also, sometimes members complain about hearing an echo on the line. Also, one time, the Nice system was down, so it would not let me connected to the agent leg at all, so the call enter could not take calls at that time.
What problems is the product solving and how is that benefiting you?
I am assisting customers quicker and more efficiently. I no longer have the same issues I had with previous software. The benefits are being able to easily use the system, which results in solving the customer's issues better, and this helps with one call resolution, which is one of the goals my company has for the call center.
great way of communication
What do you like best about the product?
fastness, it is a high-speed and good system that help me contact my customers very fast and smoothly
What do you dislike about the product?
I don't particularly appreciate it when I end up a call and forget to mark electronic signature instantly.
What problems is the product solving and how is that benefiting you?
I solve a lot of my customers' worries by calling them and clarifying various issues.
I am truly impressed with this system. At my last job SYNQ3 i used this system and we had no idea.
What do you like best about the product?
I love that as soon as i log on i know my breaks and lunches up front . It also lets me know how long i have been on each break which makes it really hard to be late. I am able to confirm my schedule daily. which keeps me in the know and it stays updated.It also has an amazing transfer system and it makes it very hard to accidently loose a call. I truly reccomend it for anyone who needs to make sure their employees are not late and not missing days due to scheule confusion. Everytime there is a update to my schedule i automaticly get an email letting me know to check my schedule for updates so i am never in the dark. I know each and everyday as i am clocking in what my daily schedule is and I can never say i was left in the dark when it comes to my schedule. I also can see when i need to work. and how much time i have till my next break.
What do you dislike about the product?
So far, Their are no complaints with this company. We used it at my last job and didn't know it did all these things. This is truly amazing i reached out to my former company to let them know. How they were not using the full greatness of the system.It will help them with those who say they are unaware of what thier schedules are for the day. It also lets you know what you have off and how long till your breaks and lunches.Synq3 would benefit from the WHOLE systeml they are only using the phone system it does not use the transfer or scheduling part of this system.
What problems is the product solving and how is that benefiting you?
There is no mix-up in breaks or lunches and how long you have been on it. You know your breaks and lunches when the day starts. It also keeps you up to date with each Teir and how to contact each one. I love that it even lets me know how much longer i have till my breaks and lunches and the end of the day
I also love that it keeps my up to date on my schedule for the week. I truly remmomend this system for any company who are trying to keep up with their employees clocking in on time and sticking to the schedule.
I also love that it keeps my up to date on my schedule for the week. I truly remmomend this system for any company who are trying to keep up with their employees clocking in on time and sticking to the schedule.
Ease of use.
What do you like best about the product?
The intuitiveness of the system, making it extremely easy to navigate.
What do you dislike about the product?
Calls time out too quickly for my liking. Needing a refresh to get them loaded again.
What problems is the product solving and how is that benefiting you?
Benefits include the great UI and call recording quality.
I USE INCONTACT TO MAKE AND RECEIVE CALLS
What do you like best about the product?
THE EASE OF TRANSFERRING CALLS. I CAN RECEIVE AND TRANSFER CALLS TO THE APPROPRIATE PERSON TO MAKE THE EXPERIENCE A SMOOTH ONE.
What do you dislike about the product?
ONE DOWNSIDE IS THAT WHEN I PLACE AN OUTGOING CALL IT COMES TO FUZE AS AN INCOMING CALL, SO I HAVE TO ANSWER IT TO PLACE AN OUTBOUND CALL
What problems is the product solving and how is that benefiting you?
IM SOLVING THE PROBLEM OF PEOPLE HAVING TO WAIT ON HOLD LONGER TO REACH SOMEONE, I CAN EASILY TRANSER TEM INSTEAD OF PUTTING THEM IN A HOLD QUEE
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