What do you like best about the product?

Timetable is best, calling is great, i like it

What do you dislike about the product?

It automatically log out, i have to enter details several times

What problems is the product solving and how is that benefiting you?

Calls, schedule

Recommendations to others considering the product:

It's a great software. I am happy with this app. Glad to see how this can help us to complete day to day work easily.

1. No installation required
With an online database software, you create your account and users and you are instantly granted with access. There is no need for a technician to visit your office, no need to install the software on all the computers you and your staff may use. For a rather large group of users, the time and money saved with an installed solution is substantial.

2. Work from anywhere, including mobile devices
Since you don’t need the software to be installed on your computer, you can access your account from virtually anywhere. All you need is an internet connection and a computer and you are ready to login into your account and work. Some vendors will have you sign in on their website but many will have a customer portal with a custom domain. For when you are out of the office but you still want to be connected to your data.

3. Don’t worry about upgrades and versions
With an online database software, the vendor is responsible for all the upgrades and versions. With most vendors, you won’t even be aware that a new version is live before you receive their newsletter announcing the bug fixes and new features. Worst case scenario, you will have to click “Upgrade” and wait a few minutes just as you would have to do for an app on your mobile device. This represents huge savings in time and money compared to an installed solution.


Drawback;

1. No internet connection = no access
Online means… online. If you don’t have a reliable internet connection to support your online database software, you don’t have a reliable access to your data. It’s sad but true. If you are dealing with very sensitive data and you can’t ever be out of touch with it, I suggest having a backup internet connection from a different provider. This is what I personally do. An installed solution sure can be considered, but you won’t have access to it unless the software is installed on the computer you are working on.

What do you like best about the product?

The best part about the system is the uninterrupted connection and reporting abilities of the system, Keeps us connected, keeps business on track.

What do you dislike about the product?

We havent really seen a pain point with the many hours of use. What we do is pretty simple... login, connect, complete the sale... your program helps keep it all moving

What problems is the product solving and how is that benefiting you?

The problem we are solving in the integration is simply the connection between employee and clients, as quickly as possible without additional effort that slows down the connection times.

What do you like best about the product?

I Like that incontact is an easy simple system to use.

What do you dislike about the product?

I dislike that incontact does not save numbers if the call is dropped

What problems is the product solving and how is that benefiting you?

We have been able to take calls from all of the world helping people

Recommendations to others considering the product:

The connection message shows up too often and when it does we have to log out. That is very annoying

What do you like best about the product?

The best thing about nice in contact is that it is very easy to navigate!

What do you dislike about the product?

I dont have anything that i really dislike about Nice.

What problems is the product solving and how is that benefiting you?

The biggest benefit is that I have a better grasp of our call volume.

Recommendations to others considering the product:

I recommend just looking through the system and getting to know it!

What do you like best about the product?

The simple user interface makes it easy to use and a breeze when training new employees. I like that the keypad mimics a normal phone and that's it easy to copy and paste numbers when I'm making outbound calls. Additionally, all of the functions are intuitive so I don't have to deal with technical jargon in order to successfully use the system.

What do you dislike about the product?

The button for submitting dispositions is hard to find sometimes. It's almost like it is hiding, which makes it hard to quickly move from call to to call. Additionally, some of the dialogue windows are unable be resized. They are either too small or take up my whole window.

What problems is the product solving and how is that benefiting you?

With our office having regional offices, it's great to know that we can have one main number and this tool to allow everyone to help out with making calls, regardless of where they may be working from. This has streamlined the communication in our office and allowed us to implement quicker response times to our customers.
With working from home, this system has been a godsend since we are all working remotely. We are able to use the softphone to dial out and place outbound calls, which prevents us from having to give out our personal cell phone numbers. It also has allowed us to stay connected to our phone system using laptops from anywhere. I know that other businesses have had to utilize Google Voice, but this is way more of a sophisticated and reliable solution.

Recommendations to others considering the product:

Evaluate out all of the other options out there in terms of ease of use and reliability. You'll see that this solution ticks all of the boxes.

What do you like best about the product?

If you can think of it you can create it in studio scripting.

What do you dislike about the product?

AMD settings can be a little temperamental and require a good knowledge of the platform.

What problems is the product solving and how is that benefiting you?

Dialing outbound more efficiently by auto dropping voicemails, dialing old leads at a ratio greater than 1:1, making real-time adjustments with insights using dashboards and supervisor view. The strong integration with Salesforce using lookups, screen pops and creating records or follow up contact IDs based certain call outcomes or IVR interactions.

What do you like best about the product?

I love how friendly and straightforward the interface is, I love the fact that you can access to it online, it is just faster. The process to make a call is very fast, so that you can manage large volumes of calls a day. Making conference calls is so easy as well.

What do you dislike about the product?

The only thing that I have not found as a tool would be a timer to automatically close the app when I finish my shift, that might be useful because in the past I used to forget to close it and that might have caused me problems with my boss.

What problems is the product solving and how is that benefiting you?

I have been able to make conferences between three callers, which is really helpful at my job, sometimes I need to have in the line the client and another department such as tech support. In my previous job I used a regular phone, everything was so slow, and in a busy environment not having this tool is not acceptable. Now I am able to manage a larger amount of calls and it is really fast.

Recommendations to others considering the product:

It is very straight forward, however, to learn other applications make sure you get the training.

What do you like best about the product?

I like how it saves the password for future logins because i forget my password a lot. I like the name nice because it makes me feel good. It it a good way to see all my schedule information in one place which is important to my organization. I like that it is a live system so I do not have to worry about getting late information and can stick to my schedule.

What do you dislike about the product?

When I login the page times out or reads an error or gets stuck loading most of the time. I usually have to reload the page three to five times before the schedule loads. I also dislike that if I leave the page open from the day before, it can be confusing and sometimes i think it is the current schedule if i forget to reload the page. I think there should be a timer in the page the reloads the page every hour automatically.

What problems is the product solving and how is that benefiting you?

I am able to adhere to my schedule because I have access to it online. This is a benefit to me because adherence can affect my pay if I am too far off of schedule. By knowing what times my breaks and lunches are I am able to plan my day in a way that is most efficient for work.

What do you like best about the product?

What I like Best is fast and easy reporting. All information at my fingertips. Support is the best as well If ever a time when call volume is too high I LOVE to use the Chat option to assist immediately with my questions. All staff I have talked to is super responsive and always follow up on problems. Recently with COVID we had to split up our call center into different locations and also had to move one fourth of our associates to be AT HOME associates. with that said we had to quickly adapt to a new normal. So all the reporting that In Contact NICE has helps in measuring performance overall with each associate by site, we also use NICE to live listen to calls and to also be able to send remote coaching to associates no matter where their location Associate Efficiency and how to best monitor associates working remotely. There is nothing that I dislike at all always available when needed. I have never had any major concerns with support calls, support staff or with system overall. Easy to use and Easy to pull reports from.Also the ease of pulling overall call stats for my executives is super helpful because of the way that In Contact tracks all data coming in and going out of it. so any type of report I can pull at a minutes notice. This helps our call center overall to be able to manage our business and monitor our growth. We have also had a lot of new staff added into our call center and all the tools provided are super helpful in getting them up to speed with our department.

Nice In Contact is amazing call center solution that's been in place for several years in our company. I highly recommend it features and reliability. It has very intuitive interface, the scripts are well organized and easy to modify. Platform provides integration with different systems like Salesforce.

Talk about a system that packs a PUNCH! We have all of the tools we need to assist our callers in the best way possible. The system allows for any report you can dream of, for your leadership team to utilize.

A great platform for integrating with Salesforce. Our agents love the simplicity of the integrated dialer. We are able to run large outbound campaigns and handle the needs of all our customers.

It gives us the bulk of the features that we need to reach our customers and hear their feedback. The Admin features are helpful and allow our supervisors to monitor and report on communications. The reporting features give us helpful metrics and allow us to set SLAs for the week and month.

We have been using inContact for years now, and it has been great for the most part, we do have minor issues because of how the calls are routed, however, the features are spot-on, especially the robodialer.

Overall, we are delighted with our choice of InContact for our contact center software.

What do you dislike about the product?

There is nothing that I dislike at all always available when needed. I have never had any major concerns with support calls, support staff or with system overall. Easy to use and Easy to pull reports from

Recommendation: I would a direct point of contact with our appointed specialist we get the email to reach them but not a phone # that we can reach them for after hours purposes or emergencies.

Maybe adding multiple go to points of contact for immediate response.

What problems is the product solving and how is that benefiting you?

Recently with COVID we had to split up our call center into different locations and also had to move one fourth of our associates to be AT HOME associates. with that said we had to quickly adapt to a new normal. So all the reporting that In Contact NICE has helps in measuring performance overall with each associate by site, we also use NICE to live listen to calls and to also be able to send remote coaching to associates no matter where their location Associate Efficiency and how to best monitor associates working remotely.

Also the ease of pulling overall call stats for my executives is super helpful because of the way that In Contact tracks all data coming in and going out of it. so any type of report I can pull at a minutes notice. This helps our call center overall to be able to manage our business and monitor our growth. We have also had a lot of new staff added into our call center and all the tools provided are super helpful in getting them up to speed with our department.
Because I work for a company of less than 500 employees, we have a small user group using this software and a small IT department to support. So, we opted to pay a monthly fee for support. Yet, we find it difficult to always speak directly to our technical account manager (TAM). We suspect that the TAM is located in another part of the world and in a different time zone...so, she's not always responsive. It may take at least two hours for her to finally respond.

The customer support website is not always intuitive enough for us to determine through their FAQ how to troubleshoot properly. We end up setting up a ticket and they try to respond within two hours. However, we use call center heavily enough that it cripples us if we can't get phone calls to come through.

What do you like best about the product?

Nice Incontact has been really helpful on this uncertain time because it has allow us to work so easily from home!

What do you dislike about the product?

The was one issue months ago where i couldn't dial for some reason but it was fix in not time.

What problems is the product solving and how is that benefiting you?

Being in a call center an helping customers its our day to day work an with this platform we can work easily from home.