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smooth interface and user friendly
What do you like best about the product?
it has a intuitive interface and easy to use
What do you dislike about the product?
not been able to look up the average handling time per call and overall
What problems is the product solving and how is that benefiting you?
Customer service and technical support, it's really helpful being able to have the option of conference calls
Recommendations to others considering the product:
make sure to use to its best all of the features of the system
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Greta experience
What do you like best about the product?
It shows all your info on one screen, without having to go to other pages
What do you dislike about the product?
There is times where it does seem not to work, and you have to reset the system
What problems is the product solving and how is that benefiting you?
Helping customer s with their extended coverage
Scalable Cloud-Based Solution w/ Multiple Interfaces & Virtually Unlimited Configurations
What do you like best about the product?
Scalable.
Work From Anywhere -- Home, Office, Starbucks.
Virtually Unlimited Configuration possibilities.
Work From Anywhere -- Home, Office, Starbucks.
Virtually Unlimited Configuration possibilities.
What do you dislike about the product?
The interface could be much better. It is not at all intuitive. Reliability can be spotty -- uptime is probably 99% or better (in my experience) but talk about a big emotional impact when it goes down and my job comes to a sudden halt, with no explanation or reason or ETA for resolution.
What problems is the product solving and how is that benefiting you?
Rapidly scalable across states and continents, including work-from-anywhere (home, office, Starbucks, etc.) Deploy thousands of agents and hundreds of queues and dashboards in days or weeks, not months or years.
Easy way to communicate with everyone!
What do you like best about the product?
Able to communicate all around the world
What do you dislike about the product?
The InContact MAX box disconnects itself randomly
What problems is the product solving and how is that benefiting you?
I Work in a health care company in the US, and we can call all our patients in the country without problem; thanks to this, we can check on them to anticipate any future concerns. They are grateful for our services thanks to InContact.
Recommendations to others considering the product:
If you are willing to communicate without an actual phone, I highly recommend this service; it is easy. The only thing you need is a laptop and a set of headphones.
A NICE REVIEW FOR NICE
What do you like best about the product?
Using nice allows me to log my call reason easily. The platform is user-friendly and the features make good logic, easily navigated. It is helpful to see when managers and teammates are on calls. Our business requires that we communicate with multiple avenues, on occasion, while on the line with clients, having the landing page helps to see multiple users currently online to know how to direct the client-caller.
What do you dislike about the product?
I use the integrated phone, on occasions calls come through and the pop-up screen is deeply embedded in my background making it difficult to find. It would be helpful if the pop-up screen could override all other screens and layer atop of anything that is currently open. It is very inconvenient to not be able to clear my voice mail with queue vs. dialing into the phone system to clear the queue. I also wish there was a platform accessible to users to see the inbound call log so that you can select a voice message, play it or even forward it. I believe managers have this feature, or something similar, but all users should have access to this for themselves.
What problems is the product solving and how is that benefiting you?
I am able to analyze my call quality and time. This is allowing management to see effective phone utilization. I am also able to see how I compare to other users on calls. The feature also enables me to know if a team member is on a call and cannot be disturbed.
Better than Avaya
What do you like best about the product?
I liked the Cloud Features of Nice. it's cool.inContact Inc. provides cloud contact center software solutions. The Company offers cloud contact center call routing, self-service, and agent optimization solutions. inContact serves business process outsourcing, government and education, financial services, and healthcare industries worldwide.
What do you dislike about the product?
Nothing. It's good. Easy to use. It's ok.
What problems is the product solving and how is that benefiting you?
REporting purpose. I really liked it.
Better agent experience
Better control of labor costs
Better customer experience
Increased revenue - When sales calls come in, you don't want them abandoned because wait times are too high due to understaffing. And you need agents staffed for those calls who are skilled at sales so they can convert the leads. Good workforce management addresses both of these situations, and therefore can help increase revenue.
Better agent experience
Better control of labor costs
Better customer experience
Increased revenue - When sales calls come in, you don't want them abandoned because wait times are too high due to understaffing. And you need agents staffed for those calls who are skilled at sales so they can convert the leads. Good workforce management addresses both of these situations, and therefore can help increase revenue.
Recommendations to others considering the product:
Must try. Easy to use. I liked Cloud Features most. it easy for contact centers to win every customer interaction, deliver great customer experiences, and achieve their business goals—all from the flexibility and reliability of the cloud.NICE inContact CXone is the market-leading call center software in use by thousands of customers of all sizes around the world. ... These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer. nice inContact CXone :-Cloud Customer Experience Platform. CXone is a fully-integrated and open cloud contact center platform combining the industry's leading Omnichannel Routing with the foremost technologies in Workforce Optimization, Analytics, Automation and Artificial Intelligence.When agents connect with customers, the omnichannel interface allows them to personalize interactions based on customer data and sentiment. It’s easy to add new channels as needed to outdo your competitors.
Performs exactly as it should.
What do you like best about the product?
In the two plus years I have been a user of InContact, I have not once had an issue that has impinged upon my ability to perform my duties. The product performs exactly as it should.
What do you dislike about the product?
Honestly, I can not envision any issues with the product.
What problems is the product solving and how is that benefiting you?
Myself, along with an additional 100+ users within my department and the additional thousands of users within my company have transitioned from EVERYONE working at company headquarters and at satellite locations to 100% remote overnight just over a year ago, and seamlessly and without ANY issues made that transition.
Seems to hardly ever have any issues and easy to sign into
What do you like best about the product?
How quickly I can get into the system and start with calls
What do you dislike about the product?
sometimes it has issues and gets frozen and I can not disposition and need to be kicked out
What problems is the product solving and how is that benefiting you?
It seems to be easy and rarely has issues which is a plus especially for at home teams
Recommendations to others considering the product:
Great system that is easy to learn and navigate.
Awesome Software
What do you like best about the product?
Easy way to navigated and how to installed.
What do you dislike about the product?
Sometimes have glitched on the browser but not difficult to troubleshoot.
What problems is the product solving and how is that benefiting you?
Easy navigated and great quality on the calls.
Recommendations to others considering the product:
Excellent Services Software and an Awesome Customer Support.
NICE review for NICE CXone
What do you like best about the product?
The ease of being able to see the complete call queue and the ability to see call percentages and the status of colleagues
What do you dislike about the product?
Sometimes can be a little "wonky" It seems when there is a high call volume the system can have issues staying logged in
What problems is the product solving and how is that benefiting you?
The ability to see what staus co workers are in really helps with breaks and lunches to insure we have enough CSR's in available
Recommendations to others considering the product:
If your company has more than 25 users i strongly suggest NICE
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