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While making reports it is very difficult to select the parameters to create correct report.
What do you like best about the product?
I like the ease to select dates and extract reports also we do not have to learn SQL to extract reports.
The parameters should be simple and easy to understand to select and get the custom reports.
The parameters should be simple and easy to understand to select and get the custom reports.
What do you dislike about the product?
To get the AHT we have to select 4 components - Instead of just 1 and it should automatically give aht breakup.
It is sometimes very slow to extract the month till date data.
It is sometimes very slow to extract the month till date data.
What problems is the product solving and how is that benefiting you?
I have automated few reports which have solved some of my issues however the visualization of those reports could be better. There should be inbuilt visuals for reports in NICE.
Recommendations to others considering the product:
If inbuilt visualizations for custom reports can be added to reports that would be very attractive to our customers to see.
Currently we are only getting simple view of our data.
We can add atleast few graphs, or pie charts.
Currently we are only getting simple view of our data.
We can add atleast few graphs, or pie charts.
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very easy and simple to navigate through.
What do you like best about the product?
its very easy to set myself as available or unavailable, going on any type of break and it lets my supervisors know my every status. i can easily conference or transfer calls in the most simple way possible. i always know the company's call rate as well. nice incontact is a very well run and a real smooth platform to work on or with
What do you dislike about the product?
i really dont like the fact that i sometimes get errors even with a strong internet connection also id like to be able to resize the side phone to a preferred sized window i feel like it takes up a large portion of my screen which gives me less workspace
What problems is the product solving and how is that benefiting you?
patients call our hotline and get transferred to one of our agents which all use the platform nice incontact and it makes our jobs very easy and simple to schedule, reschedule, or cancel appointments for our patients.
Recommendations to others considering the product:
its very easy to get the hang of!
We use Nice for our call system and there are way too many problems
What do you like best about the product?
The system is easy to use when it works
What do you dislike about the product?
The system is constantly crashing or there is trouble hearing people and lots of disconnects.
What problems is the product solving and how is that benefiting you?
We use the system for our incomming and outgoing calls. I don't think it has benefited us greatly because the kinks have not been worked out yet.
Review
What do you like best about the product?
That I can work from anywhere with the cloud service
What do you dislike about the product?
I had a lot of problems signing in during the beginning of the tax season.
What problems is the product solving and how is that benefiting you?
Honestly I have not really be able to use it to its full compacity yet
Recommendations to others considering the product:
none
Ease of Use
What do you like best about the product?
Easy to update profiles and call settings
What do you dislike about the product?
I would like an easier way to pull data from reports.
What problems is the product solving and how is that benefiting you?
Call data with dispositions.
Great product, easy to use, interesting insights, occasional issues
What do you like best about the product?
The design is simple enough that you easily get accustomed to it, making it easy to learn and use on a daily basis. The best feature though would be the insights. I find it interesting to see how productive I have been in a day, looking at total outbound calls and total time spent in calls.
Also, the ability to select different states of availablity/unavailability is very useful. Being available allows calls to come through, but there are lots of different options for unavailable. I can see this being great from a managerial standpoint. For example, managers can see how long we are spending on breaks/comfort breaks/lunches. This kind of information makes it a lot easier for management to ensure that agents are fulfilling their contracts.
Being able to see how many callers are in the queue, and how many agents are currently available (not in a call) is another fantastic feature. I always find myself looking at these numbers, as they can give you an idea of how busy the service is.
Also, the ability to select different states of availablity/unavailability is very useful. Being available allows calls to come through, but there are lots of different options for unavailable. I can see this being great from a managerial standpoint. For example, managers can see how long we are spending on breaks/comfort breaks/lunches. This kind of information makes it a lot easier for management to ensure that agents are fulfilling their contracts.
Being able to see how many callers are in the queue, and how many agents are currently available (not in a call) is another fantastic feature. I always find myself looking at these numbers, as they can give you an idea of how busy the service is.
What do you dislike about the product?
Occasionally I have issues with my agent leg disconnecting. This can mean that the call gets dropped midcall. While this is an annoyance, it is infrequent. It is also worth noting that the chromebook I am working with only has medium signal where I work from. I am not sure if this would affect the agent leg .
What problems is the product solving and how is that benefiting you?
NICE allows my team to accept calls from thousands of callers daily. We have almost 2000 agents working everyday, and the calls come through steadily. NICE has allowed us to run a smooth operation, with callers barely waiting a minute before they come through to an agent.
GREAT COMMICATIONS APPLICATION WITH MINOR GLITCHES
What do you like best about the product?
I LIKE THAT IT CAN BE ACCESSED VIA INTERNET BROWSER VERSUS HAVING TO ACTUALLY DOWNLOAD THE PROGRAM.
What do you dislike about the product?
I DISLIKE THAT THE SYSTEM HAS VARIOUS AMOUNTS OF GLITCHES
What problems is the product solving and how is that benefiting you?
APPLICATION LOGS YOU OUT IF YOU ARE INACTIVE FOR A CERTAIN AMOUNT OF TIME
NICE IN CONTACT CALL CENTER ASSITANT MONITORING AGENTS PRODUCTIVITY
What do you like best about the product?
CALLS ARE EASY TO ANSWER AND CLARITY IS JUST LIKE I WAS IN THE OFFICE
What do you dislike about the product?
CALLS DROP POSSIBLY BECAUSE OF WIFI ISSUES AT HOME/ NOT A SOFTWARE PROBLEM A SITUATION PROBLEM DUE TO COVID WORK FROM HOME ISSUES
What problems is the product solving and how is that benefiting you?
THE SOFTWARE LETS ME KNOW HOW MANY CALLS AND THE TIME SPENT ON EACH CALL
Recommendations to others considering the product:
PLEASE UPDATE YOU VIDEOS PAGE FOR 2021
Wonderful business solution for our call center
What do you like best about the product?
The software interface is very user friendly and I really like the reporting functunaltity of the system. Has everything I need and more!!!
What do you dislike about the product?
I have no complaints as everything I have needed has been delivered!
What problems is the product solving and how is that benefiting you?
Reporting to our clients on phone metrics has given us rave reviews!!!
Recommendations to others considering the product:
Use it!!! It is a wonderful solution!!!!
User friendly for someone new to digital calling
What do you like best about the product?
I enjoy the ease of use with the interface and also the more advanced capabilities it has as well. I am fairly new to using a digital phone so it was made easier by having everything organized in a way that is very easy to visually see and having a search function as well. Using the program has boosted my confidence in my work by allowing me to work effectively and efficiently.
What do you dislike about the product?
More of a personal problem, but it is important to have a good source of internet compatible with NICE inContact. I have experienced connection issues with receiving calls and transferring calls in the past, which have caused them to disconnect. Another thing that can be improved is is the logging out experience. I have noticed that sometimes even if I log out or exit the application that when I return back to it that it shows me as being available for 10+ hours. I believe this could improve quality of life overall to improve accurate productivity information.
What problems is the product solving and how is that benefiting you?
NICE inContact is great for getting in touch with someone fast with only a couple of buttons. Being able to get in contact with a customer quickly in very important in the service industry to ensure that they are receiving the best service possible!
Recommendations to others considering the product:
It is a really great program for companies anticipating an influx of employees joining. It has great training uses as well as practical ones. It can really fit any business type well for means of communication.
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