NICE CXone Mpower
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NICE inContact is fabulous
What do you like best about the product?
It is user friendly and easy to navigate. inContact is also a wonderful solution for telework, being able to log into inContact from anywhere solves issue for this business which is something that could hold back other services.it's a platform worth using!
What do you dislike about the product?
I didn't come across with any advertises yet.
What problems is the product solving and how is that benefiting you?
Most of the times I'm using it to make a calls to our business clients and it works absolutely perfect.We are able to answer our client phone calls faster due to them being softphones and the system is very responsive.We know have voicemail, email and call back that is in one place and works great. It is great to be able to login and be able to disable a user quickly.
Ease for Customer Service
What do you like best about the product?
NICE inContact helps my team coordinate and organize calls coming in and assign accountability to each representative by viewing the statistical data.
What do you dislike about the product?
The downside of using this system would be the inability to accept multiple calls at once or the use of Avaya OneX to collaborate with.
What problems is the product solving and how is that benefiting you?
NICE inContact allows our team to be able to review data, which solves the issue of scapegoating that can happen within teams. The benefits include ease of access and freedom to control which queues each representative is in.
Recommendations to others considering the product:
I would recommend NICE inContact for any large or small organization that collects calls in different phone queues and needs to track employee work.
NICE inContact - A move forward!
What do you like best about the product?
I really enjoy using the NICE inContact platform. It's very user friendly and adapts to my needs as a user. I don't use all of the features that it provides, but it is refreshing to know that I have the ability to expand my use of the application further at any time. In turn, I believe that it leads to a more positive customer experience. As customer needs and wants adapt, we are also able to quickly adapt. The ability to customize the personal settings in the user interface, along with many other things in the application is a big plus. Being able to adjust certain aspects not only make the application easy to use, it makes it a JOY to use. I've used other applications in the past, and I truly FELT in the past. There was little to no ability to customize anything. That made it difficult to do my work effectively, and that's something the customers can perceive quickly. I don't see myself going back--only forward with NICE InContact. Problems will get solved one way or another, but NICE inContact makes the problem solving that much easier. Being able to grow and adapt using the same program means no need for extensive training, no need to continue browsing through different industry options to find the best fit. As your company and customer service needs grow, NICE inContact is growing WITH you. I like everything about Nice inContact!
What do you dislike about the product?
I don't really have any dislikes! The elements that I don't or didn't like can be customized to meet my specific needs and wants as a user. Not only can thy be customized, they can be customized quickly -- all it takes is an adjustment and then logging out and logging back in. Those few times when problems did arise, they were resolved quickly by the support team. I enjoy the insight that users are given when it comes to customer volume and, overall, I really enjoy using InContact!
What problems is the product solving and how is that benefiting you?
As a user, I realize that problems will get solved one way or another, but NICE inContact makes the problem solving that much easier. Being able to grow and adapt using the same program means no need for extensive training, no need to continue browsing through different industry options to find the best fit. As your company and customer service needs grow, NICE inContact is growing WITH you.
Recommendations to others considering the product:
I would definitely recommend trying it out -- the interface is simple and training was quick. Again, the ability to customize based on the specific needs (both for users and for customer) is phenomenal. What makes it more convenient is the fact that no additional training would be required. If you find it a bit bare bones to start out, just work with the NICE inContact Team. I'm sure you will find the best fit for your needs.
The ability to view scores and my progress daily has helped me excel in my position
What do you like best about the product?
I love being able to see the trends in my own work pattern. It allows me to track my everyday habits so that I can fine tune my work behaviors. I also like being able to change my call status while on a call so that way I can hit my schedule adherance by already being ready for the next status when the call is ending. It helps when trying to hit a scheduled time for meetings or breaks, or if we are back to back calls it helps me get a pause in between. Having that small break really helps me excel and be ready for each and every call.
What do you dislike about the product?
I dislike that it only gives you a percent but not the analytics of how that percent was hit. I would like to see the exact figures on what brought me to that percentage. If I only hit 95% of the tickets I made for that day, i would like to see that it was 95 of 100 tickets. General percentages are kind of hard to fine tune and make changes on. But that is definitely not a deal breaker in any regard.
What problems is the product solving and how is that benefiting you?
I am solving issues with my scorecard. It shows me if my calls are too fast or too slow, so that I can adjust my speed. I have realized that by utilizing the system and seeing my current scores day by day, I can fine tune my work behaviors to reach all of my goals for the company and myself.
Recommendations to others considering the product:
Use it.
Great technology for a great job!
What do you like best about the product?
I love how this can connect me to everything I need in order to complete my job efficiently!
What do you dislike about the product?
There is nothing I would change ! This system is perfect for my job setting!
What problems is the product solving and how is that benefiting you?
I have not come across any problems as of yet. This program is everything and more in order to complete my job duties!
NICE Incontact
What do you like best about the product?
I really like the way that the features are laid out and easily accessible.
What do you dislike about the product?
The one thing that comes to mind as not favorable are the occasional laggy responses when trying to download reports.
What problems is the product solving and how is that benefiting you?
We are using the software to enable all of our call routing, skill management, quality assurance, and more
Recommendations to others considering the product:
Great system to use to control and monitor your contact center.
NICE inContact
What do you like best about the product?
The QM Pro is an excellent tool for managing quality. Our quality has gone up 20% since implementing QM Pro.
What do you dislike about the product?
Even though there are excellent pre-built reports I would love to see more!
What problems is the product solving and how is that benefiting you?
With the NICE inContact callback feature we have reduced our ASA and our customer surveys have increased with great customer improvement.
Recommendations to others considering the product:
NICE inContact is an excellent vendor. The tool is easy to learn, read and use. Our productivity has greatly improved since implementing NICE.
Enjoy using inContact
What do you like best about the product?
I love all of the reporting capabilities
What do you dislike about the product?
They have a wide variety of metrics available.
What problems is the product solving and how is that benefiting you?
Reporting for our clients
Recommendations to others considering the product:
It is a great all in one system, easy reporting capabilities, easy quality control functionality. There are a lot of integration capabilities. Agents love it and find it easy to use as well.
ACD Bliss
What do you like best about the product?
I like the call back feature. The customers are very impressed with the quick call back.
What do you dislike about the product?
Once in a while my agent doesn't log out.
What problems is the product solving and how is that benefiting you?
Even distribution of calls is our biggest solution.
Positive experience with Nice inContact
What do you like best about the product?
Prompt responses from Technical and Customer Support.
What do you dislike about the product?
Most reporting capabilities are user-friendly, but some are not.
What problems is the product solving and how is that benefiting you?
We have great visibility to our call center and can drill down into metrics that help us be better prepared for each day.
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