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Good software
What do you like best about the product?
I like the UI and some features of the setting
What do you dislike about the product?
Why is it I can't press the button on my Plantronics headset to answer the incoming call? I used to be able to do this before
What problems is the product solving and how is that benefiting you?
I troubleshoot application issue
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Incredibly Lightweight Connectivity Tool
What do you like best about the product?
I love how it enables me to seamlessly contact lead after lead, while managing inbound calls and internal connections.
What do you dislike about the product?
Sometimes the system will have random errors and get locked up while I'm trying to answer a call, its very rare but can be frustrating when I've been waiting a while for a call
What problems is the product solving and how is that benefiting you?
We use NICE inContact to get a hold of our leads and transfer calls internally. It integrates really well with our other systems and makes it incredibly simple to manage thousands of calls a day.
Recommendations to others considering the product:
I've used several different types of dialers and call systems in my Career, its rare that you find one as functional as NICE inContact that is still as lightweight as it is. I love that i's browser based and I'm not required any sort of heavy downloads or bandwidth to make it work well.
Best management tool
What do you like best about the product?
The thing I liked the most about NICE INcontact is the abilty to manage my team efficiently and get the insights of the productivity.
What do you dislike about the product?
UI can be improved a bit for NICE INcontact.
What problems is the product solving and how is that benefiting you?
We are solving the problems of maing inbound and outbound calls for our entire team.
A NICE Experience
What do you like best about the product?
Love all the features you can do within inContact! Both platforms are useful. Very user friendly and I use it on a daily basis.
Feel like there is still a lot to learn within this platform. Makes my job a lot easier that is FACT!
Feel like there is still a lot to learn within this platform. Makes my job a lot easier that is FACT!
What do you dislike about the product?
Only dislike would just be the plain look it has to it. That's really it and not too bad all things considered.
What problems is the product solving and how is that benefiting you?
NICE is awesome b/c you can use this tool for viewing schedules and what not. The benefits are the visibilty. Love using this platform for my work. Makes my life a lot easier and I can plan ahead accordingly!
Participant Services Representative
What do you like best about the product?
The connectivity is amazing. Calls are not dropping and we can hear the customers clearly. Also, the customer service team is wonderful and very helpful. I also like that it is easy to navigate and automatically puts us in wrap up after a call and if we need to extend the wrap up we don't have to select another option like in our old phone system if you wanted to go on an extended wrap up, before your ninety seconds where up you would have to select another option to put yourself in an extended wrap up status.
What do you dislike about the product?
Having to link the cases because the screens pop up and it automatically creates a case for us. Also, we don't get a wrap up time when we finish on an outbound call.
What problems is the product solving and how is that benefiting you?
We have been able to resolve our connectivity issue and call are not dropping. Also, we have everything in one system instead of the platform we were using before, you had to have two different systems up to take calls and if one system was down the other one would be affected. Also, sometimes we would experience hours of the systems being down in the old phone platform we were using, and in this new one we are always connected and there is never a moment where it has gone down and our customers cannot reach us so we are very pleased so far with the outcome.
Recommendations to others considering the product:
Great platform phone system.
In Contact Review
What do you like best about the product?
I enjoy the suite of functionality such as being able to edit your own individual dashboard and pull individual calls from representatives.
What do you dislike about the product?
The system seems to reject a number of calls with no technical solution offered. Would like more drop down interface options. There was a large outage impacting the business a month ago that was disheartening.
What problems is the product solving and how is that benefiting you?
It is great that the csr's can see their schedule through this application. It is a very easy interface to interpret. Clear text,color coding.
Many issues, often OK
What do you like best about the product?
easy to take calls, transfer calls, etc.
What do you dislike about the product?
crashes often. sometimes cannot change statuses correctly. hard to get back in if there are any issues. always need to clear browser cache if not working correctly.
What problems is the product solving and how is that benefiting you?
very able to help all customers with friendly and efficient service. helps make it easier to work as a team to handle call transfers to certain people who are the most skilled at certain areas.
inContact is very good.
What do you like best about the product?
I really enjoy the easy to use system, it works pretty flawlessly.
What do you dislike about the product?
inContact has a few random bugs. It will sometimes log you out randomly.
What problems is the product solving and how is that benefiting you?
Problems - the system will randomly log you out.
Benefits - very easy to transfer calls and dial out.
Benefits - very easy to transfer calls and dial out.
Overall great system!
What do you like best about the product?
Very user friendly design and hopefully continues to be
What do you dislike about the product?
Lack of end user design choices such as color choices or menu changes
What problems is the product solving and how is that benefiting you?
Helping our customers receive the best customer experience possible
When it works, it works great! When it doesn't it's super frustrating to work with.
What do you like best about the product?
I like the smoothness of the app using Safari on my MacBook Pro locally when it doesn't drop audio on incoming calls. It opens and log in quickly, as I would expect an application would running locally on a Macbook Pro.
What do you dislike about the product?
It drops audio on incoming calls no matter the setting, browser or configuration that I've been able to attempt. The sluggishness of using the recommended browser, Chrome, in Windows VMware VM was the worst of all the experiences I've yet attempted on a MacBook Pro. The time it took to open and login was close to a minute and the overall responsiveness leaves lots to be desired. Edge has been best overall in Windows 10 on the VM, but since all of the existing configurations I could think of drop incoming audio, roughly 1 out of 20 calls, I simply cannot recommend this product in a corporate environment. For limited use in personal or small business environment this software might work great for you buy, in my experience, as the call volume stacks up so do the problems with using it. Customers won't understand or be empathetic with agents when it feels like to them that they were ignored and hung up on, when the agent wants to help and offers assistance but the two parties simply cannot reach one another.
What problems is the product solving and how is that benefiting you?
Service desk is using it to manage call routing and to view real-time data relevant to the department. The data presented in the app is not updated in real-time but it does update roughly every three seconds. The big killer is the dropped audio on calls. When you can confirm that the issue lies with the software and not with hardware after multiple different configurations and the recommended one is the worst of all, it would shake anyone's confidence in a company to deliver what it says it does.
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