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Brilliant customer service tool
What do you like best about the product?
It allows for great ways to pick up any behavioral related issues like agents that refuse calls, agents dropping calls, short calls and team leaders to live monitor
What do you dislike about the product?
Sometimes takes a little longer to load however this is a very minor issue and normally doesn't happen. It's a great platform and I don't have much to say thats bad.
What problems is the product solving and how is that benefiting you?
Managing performance and customer communication. This has brought me a 70 NPS score and great performance with the call center. It has really had a great benefit to myself and my team.
Recommendations to others considering the product:
For all that want excellent service please choose this platform
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InContact Review
What do you like best about the product?
Nice is the best when it comes to getting inbound calls and transferring calls.
What do you dislike about the product?
The downside with Nice is you usually get this static line with the other party on the line
What problems is the product solving and how is that benefiting you?
I'm getting calls from customers with their concern. I realize such software is needed.
Recommendations to others considering the product:
To review how the software works and how easy it is to utilize.
Loading when call comes in
What do you like best about the product?
Its very easy used however there are some.instances that you got log out for some reason.
What do you dislike about the product?
Log out automatically for some reason that is why we switch to five9
What problems is the product solving and how is that benefiting you?
Transferring call are easy and you can check the history of call right in a minute.
Recommendations to others considering the product:
Recomending for small business and have long patience.
It was very nice experience to work with Nice CXone and Max
What do you like best about the product?
We will get all the required information regarding work details. We will check here employee details and your work performance as well. Totally it was nice and good
What do you dislike about the product?
Nothing. It was all good, but sometimes the technical glitch will happen and after that we need to start from
What problems is the product solving and how is that benefiting you?
I will use this in my organization to chat with the live customers. It was very useful. No debugs or hangups. We will see all data there it self. It will usually work with VCC software
Not the right fit
What do you like best about the product?
It is easy to use for end-users. Call monitoring is made easy and all the data you need to see on a dashboard to see the status of each user. The price is also good.
What do you dislike about the product?
Reporting is not as simple and really slow. Seeing the agent's monitor/activity history is hard to interpret. The admin side is not as straightforward and needs a bit of training and getting used to. There are a lot of glitches and we had many outages.
What problems is the product solving and how is that benefiting you?
This tool was used for our customer service/sales lines at a good price at the time.
Recommendations to others considering the product:
Look into different options you can use and if it's easy enough to navigate through and weigh it in compared to the price.
Nice CXone has not worked well for us.
What do you like best about the product?
We love having an all-in-one integrated phone and chat system that uses a softphone.
What do you dislike about the product?
Constant phone calls not being connected and issues with panels, not allowing agents to see the whole screen.
What problems is the product solving and how is that benefiting you?
Before NICE, we had two separate systems one for calls called unity, that required a physical phone. Then we also had live engage for chats. This would not work for us anymore now that we have remote workers.
Experience During High Peak Conditions
What do you like best about the product?
I love how the system is what I like best about the design, specifically, the easiness of logging in and how the loading of the softphone makes access to the Agent leg smooth.
What do you dislike about the product?
The disconnects at critical moments conversations, chats, or meetings can be frustrating, however I have been blessed to be able to easily transition back. into work mode.
What problems is the product solving and how is that benefiting you?
The benefits of clearing the caches, both in Basic and Advanced, is an excellant problem solver to know. For it allows control to be in the user hand in reestablishing connections.
Recommendations to others considering the product:
My reccommendation includeds stability when it comes to internet providers, specifically in the wait the streaming of line services to and from the source. Also I would also recommend established communication and support with IT.
Easy to use
What do you like best about the product?
The interface is simple and easy to navigate. The colours contrast nicely
What do you dislike about the product?
It kicks you out multiple times a day gets stuck in disposition all the time and sometimes crashes mid
Call
Call
What problems is the product solving and how is that benefiting you?
I am able to go back and listen to my call which helps if a customers number is incorrect on their profile. I can now go back and see what number they called on
Recommendations to others considering the product:
Take time to learn the technology it has
Reliable service and easy to Navigate
What do you like best about the product?
I like the insights it provides as well as its reliable even if there are connectivity issues
What do you dislike about the product?
that there isn't an unavailable state for doing work after calls that are longer than 15 seconds
What problems is the product solving and how is that benefiting you?
Sometimes it may disconnect but it is usually resolved quickly and it helps me track my hours
Recommendations to others considering the product:
Simple interface that gets the job done
Very easy to learn even if you are not tech inclined
Very easy to learn even if you are not tech inclined
An excellent experience.
What do you like best about the product?
The interface seems to be so easy to handle.
What do you dislike about the product?
That some times when the internet is running slow, It will crash the calls.
What problems is the product solving and how is that benefiting you?
Easier to handle.
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