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NICE Review
What do you like best about the product?
It provides excellent infrastructure to create reports as per requirement.
What do you dislike about the product?
some time it takes time to get login and some time data change where last intervals does not included when we pull the data by yesterday
What problems is the product solving and how is that benefiting you?
Provide summarized dashboards to check the performance of the process and agents.
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The NICE Incontact provides the reporting solution in a much easier and user friendly way.
What do you like best about the product?
The Custom reporting section and data dictionary
What do you dislike about the product?
The data and intervals to align with timestamps especially at the time for DST. Also proper adherence monitoring feature needs to be there
What problems is the product solving and how is that benefiting you?
With Nice InContact , its basically the one stop shop solution for both BI and WFM needs
Recommendations to others considering the product:
NA
AMAZING PHONE APP! Great Way to Connect- Especially for a Large Business
What do you like best about the product?
I love the accessibility! I am able to easily make phone calls, and they are recorded for me and my fellow colleagues. This helps our specific business in a lot of ways. We are more successful overall to be able to use InContact. Ive used it for quite some time and It does not seem to have any flaws. Its super reliable for the Thousands of Employees we have. I can hold our business to higher standards when I can see when my colleagues are actively available for phone calls. I love that it records our conversations for quality purposes on our backend. When they know they are being monitored for quality assurance it truly makes a difference in the way they can handle/treat our customers. Its super easy to access Call History. Its also compatible with our other phone systems, It just makes it THAT much easier and better to use.
What do you dislike about the product?
Nothing, overall, it's a great application. I've used it for quite some time and It does not seem to have any flaws. It's super reliable for the Thousands of Employees we have. Ive noticed that some of the dialects can get transposed incorrectly and labeled things that it did not contain but thats a given, and seems to be alot more accurate than any person Ive encountered work.
What problems is the product solving and how is that benefiting you?
I can hold our business and fellow colleagues to higher standards when I can see when my colleagues are actively available for phone calls. I love that it records our conversations for quality purposes on our backend. When they know they are being monitored for quality assurance it truly makes a difference in the way they can handle/treat our customers. Its super easy to access Call History. Its also compatible with our other phone systems, It just makes it THAT much easier and better to use.
Recommendations to others considering the product:
I can hold our business and fellow colleagues to higher standards when I can see when my colleagues are actively available for phone calls. I love that it records our conversations for quality purposes on our backend. When they know they are being monitored for quality assurance it truly makes a difference in the way they can handle/treat our customers. Its super easy to access Call History. Its also compatible with our other phone systems, It just makes it THAT much easier and better to use.
Great for taking calls
What do you like best about the product?
Love the live listen, coaching, metrics, and being able to download calls easily.
What do you dislike about the product?
Crashes, dont like Max Dialer outlook. It needs a different type of style.
What problems is the product solving and how is that benefiting you?
Its nice to show live calls to new comers, show them what we see and how we can live listen on calls.
NICE inContact has taken the call experience both internally and externally to the next level!
What do you like best about the product?
The fact that it is cloud based and the system may be accessed anywhere WiFi is available has been the best feature for us especially with the recent pandemic happening.
What do you dislike about the product?
The inability to dial out to 1-800 or 1-888 numbers through MAX is a bit of a set back.
What problems is the product solving and how is that benefiting you?
NICE inContact has helped us tremendously to swiftly handle and adjust through the unexpected shift of workers having to transition working from office to home due to the COVID-19 pandemic. We were able to do everything efficiently and effectively due to NICE inContact being available in cloud as long as our staff has online access. So we were able to make the change happen with a lot more ease without affecting our service. Had we been still using our previous system we would have not been able to do so in a moment's notice.
inContact is a user friendly option for call center operations.
What do you like best about the product?
I like MAX the best. It's a phone system that is simple to use and makes working in a call center easier. From working in other call centers that used only desk phones, MAX makes work so much smoother.
What do you dislike about the product?
Engage is not reliable for reviewing calls. I feel like there could be a lot improved upon with this particular system. There have been times when analysts could not review calls for up to a week on multiple occasions. This backed up very important quality assurance work for us.
What problems is the product solving and how is that benefiting you?
NICE inContact has allowed our call center to quickly contact our customers by many different communication methods.
Recommendations to others considering the product:
If you're looking for call review software, you might want to shop for others. But, if you're looking for a simple phone system that can handle lots of different tasks with ease, you're in the right place.
A Great Addition to our Team
What do you like best about the product?
Easy communication back and forth with just a few minor issues. Nice features for availability and status. Just a few clicks and you are ready to go. Really like that I can work from home with just my internet, no hard phone required anymore! Everyone has their own unique ID, and it saves it so you don't have to enter it in every single time. Another nice feature is the holding system. I know, that sounds weird, but it's super easy to transfer a call, and have the customer on hold while you call another department and get back to them in no time at all. There's no lag or dropped calls while you are on the phone. The voicemail system is easy and is all in one place, and you can save them in case you need to go back to them. No pesky phones where you have to type in your code and wait for all the options.
What do you dislike about the product?
Tends to freeze on occasion, but like all technology, just needs some kinks ironed out I'm sure. When calling colleague to colleague, with our system, it has their direct number and their "soft phone" number. The soft phone number has you go back from Ring Central if someone is trying to call you and accept it from your MAX. Just wish it was just all on one side, because sometimes you don't hear the notification that someone is trying to get ahold of you. At times there is also a dropped call when the agent is trying to connect. Other than that, no complaints!
What problems is the product solving and how is that benefiting you?
The fact you no longer have to have a phone jack at home to connect has been a total game changer since working from home. With everything going on with everyone working remotely, this has solved a lot of issues and concerns about being able to do your job from home. Without this service, we would have never been able to get through. We have been using this for almost a year, and I can't even imagine going back to a hard phone at this point.
Recommendations to others considering the product:
If you are used to using a hard phone, there is definitely a learning curve. Once you get the hang of it though, you will never look back. Like all things when it comes to learning something new, it has it challenges, but I encourage you to stick with it. Hard phone systems have their advantages, but you'll be hard pressed to find something with this ease of access. And with working from home being in the norm, this is ideal for the situation all of us find ourselves in these days.
Easy VOIP phone system
What do you like best about the product?
No home required and very simple to use.
What do you dislike about the product?
When I dont have internet I am unable to take calls.
What problems is the product solving and how is that benefiting you?
I am to train agents in the Phillipines via the internet with the softphone services.
Recommendations to others considering the product:
We rarely have issues with dialers going down. If we do they are quick to respond with an ETA. I advice you to experience it for yourself.
works well for my call center job
What do you like best about the product?
i like that it shows my call volume and totals for the day
What do you dislike about the product?
what i don't like is that it freezes sorta often and really often says i was disconnected and reconnected during calls and i loose my contact id number
What problems is the product solving and how is that benefiting you?
well im working from home and my company uses this service with all of us employees allowing us to be at home
Recommendations to others considering the product:
get your contact id copied and pasted before you loose it off the messages and you have to search the event log for it
functions as intended
What do you like best about the product?
the platform is generally reliable for use with the VA IT help desk
What do you dislike about the product?
sometimes the platform needs to be refreshed but this is quick to do with f5
What problems is the product solving and how is that benefiting you?
i am able to serve VA employees' IT needs
Recommendations to others considering the product:
make sure that the service quality for support of issues using the platform are quickly addressed.
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