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Nice InContact has been a great experience overall
What do you like best about the product?
I like the Ease of setting up Queues, IVRs and moving agents as needed.
What do you dislike about the product?
I would more infrastructure be invested into reporting so that I could get real-time analytics. Currently, there is a significant wait time for running any sort of report.
What problems is the product solving and how is that benefiting you?
Our company has multiple teams that InContact collaboratively for connecting with customers. The ability to quickly move agents, transfer customers, and report on this activity is what we love about it.
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Mid-range call center software
What do you like best about the product?
InContact has a lot of functionality in their product. You can do phone calls, emails, and chats with customers. There's a lot that you can customize, which makes it work for a lot of different companies.
What do you dislike about the product?
It's a bit complicated to get everything set up. Because of the customization, it's cumbersome and difficult to get everything set up the way that you need.
What problems is the product solving and how is that benefiting you?
It has made it very easy for us to keep track of the call queues and monitor who is and isn't on calls.
Great system, only need little fine tune.
What do you like best about the product?
The NICE System allows users to communicate with each other effectively in an instant. Supervisors can instantly monitor who is available to receive phone calls. Staff can receive calls from outside as well as locating their coworkers internally. Also, I really like the reporting system Nice provided for my work. I need to check other staffs' working hours, the report has provided me a nice summary.
What do you dislike about the product?
Sometimes the login seems to have issues and we have reported in numerous occactions where staffs failed to login or once they log out, they cannot log back in. Also when you log out, you need to log out from both the Max Agent and from the NICE system. You cannot just close the browser. Why not design it so that you can just close it or just log out from one place only?
When you receive calls (after connected to your cellphone), you need to click on the NICE System to receive call AND to click receive call from your cellphone to receive the call. This really delays the call being received. Instead of having to clikc receive on both devices, I believe one should be sufficient.
When you receive calls (after connected to your cellphone), you need to click on the NICE System to receive call AND to click receive call from your cellphone to receive the call. This really delays the call being received. Instead of having to clikc receive on both devices, I believe one should be sufficient.
What problems is the product solving and how is that benefiting you?
I do not have any problems solving with NICE. There are things I dislike (mentioned above), but overall, there is no problem.
I realized that Nice has given me benefits such as saving time to communicate with others, it gives me access to see reports that I need for my work, etc. It is an excellent communication platform with others.
I realized that Nice has given me benefits such as saving time to communicate with others, it gives me access to see reports that I need for my work, etc. It is an excellent communication platform with others.
Recommendations to others considering the product:
I recommend new users to utilize each function from Nice fully. It will surely make your job easier.
Easy and efficient to use
What do you like best about the product?
I very much like all of the different monitoring features and the simplicity of the design. The program is very easy to use.
What do you dislike about the product?
Sometimes pulling calls from the log can be finicky, or the response time can be slow.
What problems is the product solving and how is that benefiting you?
We are tracking our employees and therefore solving the problem of time-theft, call avoidance, etc. Benefits include a bird's eye view of my team.
Incontact is a reliable tool for a telecommunications professional.
What do you like best about the product?
It facilitates working from the office or from home with equal ease, and reliably provides crisp, clear communication from end users to technicians. The GUI doesn't take up too much space, which is very helpful for desktop management, and clearly labels upcoming breaks and lunches, as well as providing useful agent reports. Holding and muting activities are common-sense, and the UI is clearly labelled.
What do you dislike about the product?
When switching from the active panel to the control panel (which has New, Schedule, Message, etc) you have to hover with your mouse. This occasionally glitches, and would be better as a button than as a hover-sensitive GUI element. Additionally, the program is very slow to register loss of internet access, and I feel this could be improved. The Event Log shouldn't be necessary to pull up CIDs -- each CID could be displayed beneath the contact in the recent contact history display from the main
What problems is the product solving and how is that benefiting you?
I have solved many people's telecommunications troubles in my capacity as a tier 1 technician, and I use incontact to reach them. I benefit from a reliable connection and readily available caller ID, Company name, and other fields. I have been able to offer a seamless experience for customers who call into queues with various afilliates across the united states, and have been able to transfer customers to affiliate offices without breaking customer immersion.
INCONTACT HAS BEEN USEFUL ON THE COMPUTER SINCE WORKING FROM HOME
What do you like best about the product?
How simple of a product it is to use; very user friendly.
What do you dislike about the product?
Sometimes when I use the system it glitches.
What problems is the product solving and how is that benefiting you?
I am a customer service rep. It helps me manage and contact customers.
WFM & UserHub At It's Best
What do you like best about the product?
I like the new UserHub dashboard, as well as, the login for Stuido. The dashboard is robust and has everything I need to monitor calls, agents, quality, repporting band adherence. These are alll the critical skills that I need to manage the department.
With Studio, the quyick logon through the User hub makes it more effecient when logging in by saving wait time.
The overall perfromance from asll the pructs are userv friendly and detasil oriented, which what is needed to run our customer service department.
With Studio, the quyick logon through the User hub makes it more effecient when logging in by saving wait time.
The overall perfromance from asll the pructs are userv friendly and detasil oriented, which what is needed to run our customer service department.
What do you dislike about the product?
Sometimes it takes time ti get through the PSOD service. As well as no availibilty in th evenings or weekends.
What problems is the product solving and how is that benefiting you?
Currently, it's been areas in WFM that I've had issues that took or are taking more time than expected to resolve.
Such as scheduling and generating schedules.
Such as scheduling and generating schedules.
InContact Review
What do you like best about the product?
I like how easy and simple it is to use inContact. Also it displays the team in the call queue very well and is simply to navigate.
What do you dislike about the product?
One thing I dislike is that very seldom inContact will crash and require refreshing.
What problems is the product solving and how is that benefiting you?
The benefits are that it makes it very easy to view peers calls and call statuses with a simple click.I kind of wish it would also show call history and times.
Recommendations to others considering the product:
This is a great tool to manage a group of people and view their call flow throughout the day. The application has a simple and easy lay out to navigate.
client success specialist
What do you like best about the product?
quick login/logout. Calls tend to get dropped when transferring
What do you dislike about the product?
icons at the bottom are a little small..
What problems is the product solving and how is that benefiting you?
being able to reach clients and get in touch quickly. It also is hands free so i can do whatever i need to do very easily
Recommendations to others considering the product:
its good but make sure to give new employees proper training on all functions. also, sometimes transferring calls will result in them dropping.
Extremely smooth and reliable
What do you like best about the product?
Really easy to use, easy to navigate, and user-friendly.
What do you dislike about the product?
It can be tricky to remember where things are located within NICE< but overall the experience is incredibly easy.
What problems is the product solving and how is that benefiting you?
Communication between us and clients.
Recommendations to others considering the product:
It's incredibly easy to use! It makes communication very easy
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