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So far NICE Cxone is the best way to connect you with all the people.
What do you like best about the product?
It is easy to use, you can easily connect with your customers. very simple and easy to navigate, phone calls, chats, and emails are easy to come in one by one and respond fast.
What do you dislike about the product?
After 6 months working with NICE CXone, I can tell that sometimes it drops calls when your internet connection is slow and you have to restart it, besides that I would really like to see a different interface.
What problems is the product solving and how is that benefiting you?
With this great feature, we don't need to enter the card number on every call, we make our work easier and our service more agile and the call part is really good. it is so easy to disposition and save every contact you've had throughout the day.
Recommendations to others considering the product:
NICE CXone is one of the best call center and BPO software out there, is complete, fast, easy to use, it can give you a lot of information related to your team or your company if you are a supervisor or higher than that, for me, this is the definitive software to use with integrated softphone to take calls and really smooth to have your contacts on it. 10/10 recommended you won't regret. The ability to transfer calls and add people to other department calls, video calls, and saved contacts. The app color is very bright. My favorite features in Nice include being able to check call quality reviews both visually and audibly. Nice is also listening to the recording, showing what was done on each Quality Score on each screen, I'm telling you, not lies, this is the best software for Call centers ever made.
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Benefits of Nice-InContact
What do you like best about the product?
What I best like is the way that the platform shows the performance that we are having.
What do you dislike about the product?
Well, I have I have used several platforms and I like everything from Nice- InContact
What problems is the product solving and how is that benefiting you?
The problems that I'm resolving with this platform is the way we handle the calls
Recommendations to others considering the product:
Is the best platform for communication
Very simple and reliable Callcenter solution
What do you like best about the product?
It provides you with really strong administrative tools that will help you to keep track of each user's time, status, reporting, recordings among much other tools. It grant you access to manage call queues, manage dispositions/Statuses and many other features.
What do you dislike about the product?
It continuously happens that you need to clean browsing and cache history in order to be able to access your InContact account, this is not a big deal though, compared to the great features and advantages that it offers.
What problems is the product solving and how is that benefiting you?
We use InContact across our whole organization is used for both work at home and office agents. This platform provides you with the flexibility to scale users within hours. The call recording feature is also strongly used by our QA department.
Recommendations to others considering the product:
InContact is well suited for business where they need a contact center solution on the cutting edge that focuses on new features and functionalities.
User friendly platform for supervisors and agents
What do you like best about the product?
I like that you can create your own customized view. I can create teams, organize by floors, or calls coming in. I have about 10 different customized views I have spent curating. I love this feature
What do you dislike about the product?
I would like to change colors, and some of the buttons are a bit too basic. There should be a better drag and drop feature. I wish I could just highlight names and put them in a preferred group.
What problems is the product solving and how is that benefiting you?
I can track agents breaks, lunches, average handle times. I love that I can click a name and see the pie chart pop up with call times and the full day's work. I know if an agent is avoiding calls or manipulating the system at a quick glance.
NICE inContact is very user friendly
What do you like best about the product?
I like how easy it is to learn the features that it has to offer.
What do you dislike about the product?
There are some occasional bugs like the phone ringing double or some calls being dropped on its own
What problems is the product solving and how is that benefiting you?
It's very efficient to let you see who you're being contacted by and who you want to contact.
Recommendations to others considering the product:
The program is very straightforward, all the tools are in front of you. The only thing I'd tinker with would be the notifications to all be turned on.
Use for work, its great!
What do you like best about the product?
The integrated phone system is very helpful
What do you dislike about the product?
Slow load times, not sure if this is due to server or not
What problems is the product solving and how is that benefiting you?
Making and receiving phone calls
Easy to use for managers like me!
What do you like best about the product?
The analytics part of this platform allows me to be more informed on the productivity of my team. I can see their real time status and which activities eat up much of their day. From this I can design a coaching plan and focus my efforts on my team member's learning opportunities.
What do you dislike about the product?
The canned reports should be more intuitive when you are interpreting the column headers.
What problems is the product solving and how is that benefiting you?
Working in a remote environment poses a set of new challenges. With NICE inContact, I am able to manage my team's performance effectively just by logging in to our dashboard.
Super useful product
What do you like best about the product?
For me I love the ability to have so many options for when I am on the clock. We can disposition to pretty much everything that we use in my job. It is super user friendly. We have the ability to let our managers know what tasks we are doing, there is no room for error and it keeps us as employees honest to what we are doing. Some people may see that as a dislike, but I personally like that especially with COVID and working from home that it keeps other employees from slacking.
What do you dislike about the product?
At least with my company we have to connect it to something called ring central to be able to use it, so if it could run on its on that would be awesome. But if it is just my company that uses it and that incontact really does have their own system then ignore what I said.
What problems is the product solving and how is that benefiting you?
For us it is great to be able to connect with our customers as well as giving our managers a good insight to what we are doing day to day. It helps keeps us true to what we are saying we are doing. There is not much room for error here. We have so many ways to disposition and we can set up all of those on our own so it is very customizable depending on what your company is needing for an auto dialer.
straight forward system
What do you like best about the product?
its a very user friendly system. It puts the callers on a queue instead of getting bombarded by voicemails.
What do you dislike about the product?
The transfer mechanic on Incontact needs work. Im never able to transfer successfully.
What problems is the product solving and how is that benefiting you?
Like i mentioned earlier just the simple fact we arent getting a whole ton of missed calls because users are now in a queue.
Customer Service Representative
What do you like best about the product?
All of the capabilities! Ability to see Call Volume and Colleagues is great!
What do you dislike about the product?
It is least helpful that sometimes you can get stuck in disposition mode. Other then that it works great!
What problems is the product solving and how is that benefiting you?
Ability to assist customers!
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