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Incontact is a great way to connect with customers and colleagues
What do you like best about the product?
It is easy to use, it its fairly straightforward and easy to navigate. I love the special features, it makes connecting with customers easy. The emails come in one by one and it is easy to respond quickly in MAX. I wish that they would fix it to be able to make calls when you are working on an email, it is hard sometimes to park the email and then make the call before the next one comes through.
What do you dislike about the product?
The worst part of InContact is that it can be fussy. Meaning that, it can disconnect easy and sometimes we drop calls if the internet connection isn't perfect.
What problems is the product solving and how is that benefiting you?
The major benefit of Incontact is the easy connection with the customers. I love that it beeps in when you get a call and says where the call is coming from.
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Nice inContact helps to communicate in a better and innovative way
What do you like best about the product?
Best thing about it is the quick replies and the easy hotkeys to find any saved quick replies from the database
What do you dislike about the product?
The VCC Max tool should be sticky to the desktop . That can be changed rest is perfect.
What problems is the product solving and how is that benefiting you?
I am providing customer service using NICE inContact . It is absolutely helpful becayuse it is the source for communication and it has added a new feature to save the chats . I like it .
Recommendations to others considering the product:
Make the VCC max more sticky . everything is perfect
Decent Software, does what it is supposed to, no frills
What do you like best about the product?
Ease of use, integrates well with other software
What do you dislike about the product?
Interface is a little clunky, not very modern looking, can sometimes have technical issues Calls can be garbled sometimes, not sure if this is due to software or just internet connections
What problems is the product solving and how is that benefiting you?
easy to collaborate with others and nice to be able to see all other agents statuses
Great product
What do you like best about the product?
great customer service, website is easy to use and super easy to make payments and see statements.
What do you dislike about the product?
downsides of using NICE is i don't have the information right away.
What problems is the product solving and how is that benefiting you?
making it easier to sign on to my account.
Highly Recommended
What do you like best about the product?
Excellent connection service and the low price!
What do you dislike about the product?
There was nothing to dislike. I loved having your service.
What problems is the product solving and how is that benefiting you?
I have no issues to solve.
Recommendations to others considering the product:
Excellent service all the way around; connection, clarity, ease of connecting to a representative.
So many issues with service
What do you like best about the product?
The Salesforce CTI is clear, easy to use, but not customizable. Reporting data is available for a year, which is much longer than with Five-9.
What do you dislike about the product?
The service aspect. We have had four major outages in the past year that have had a major effect on our business. As a support team, we rely heavily on our phone system.
What problems is the product solving and how is that benefiting you?
We have actually not solved any problems. We have had issues with service for the majority of the time we have been with inContact. We are currently evaluating other options.
Absolutely a Time Saver!
What do you like best about the product?
The fact I can easily see my calls come in and my work schedule when I need it most. I can see the agendas for the day as well as any changes on my schedule. If something gets updated same day I can usually find it in my NICE pop up before hand. IT has also helped check on my job performance of what I am missing and what I need improvement on. It really helps in the moments when I have to do a Quality Assurance Assessment with my supervisor and I can follow along in a short span of time. Another great benefit that has helped alot was the easy access to see how many calls were in que. I could see which departments had the most amount of calls and even in my own private que. It really helped during the pandemic time when everyone needed the most help. Our company was able to attend to their needs but also make sure we can get them assisted in a timely manner.
What do you dislike about the product?
Sometimes it occasionally loses signal and other unauthorized calls come in. But that tends to happen when large call volumes happen: Primarily the holiday seasons and other aspects ( Like Covid-19 when everyone worked at home and the internet was full of individuals all at once). But that could not be helped since we did not see this coming prior to the pandemic
What problems is the product solving and how is that benefiting you?
Problems again would be when the site loses signal, usually during some long calls. But it tends to come back up again. The benefits are that I can multiy task from my calls all the way up to see my progress so far for the day.
Recommendations to others considering the product:
If you are company who has a high call volume and wants more control in productivity in your business . This website will help the company and yourself tremendously.
Great Service with Easy Interface. Some Integration Issues with our Software.
What do you like best about the product?
The system and interface are easy to use. We were able to adapt the system to fit our needs. We are a third-party business and have been able to easily route and manage calls for our clients, using different phone numbers and queues for each client and allowing us to field both inbound and outbound calls for our clients. The available report and customization options are nice as well. They have allowed us to present data to our clients that we could not capture with previous vendors.
What do you dislike about the product?
We have used the system for over 2 years now and we have had issues integrating the system with our own proprietary software, something we were initially told would not be an issue but has still created some problems for us. This has affected things like linking call logs and call recordings in our system from the inContact system. We wanted these features to provide open and easy access for our clients to see the information from our calls. We have been working with inContact support to resolve these items but still have issues.
What problems is the product solving and how is that benefiting you?
inContact has allowed us to easily provide detailed reporting of our customer service to our clients. We can easily queue and manage our client calls and get detailed information that makes call audits easier. Transitioning our employees out of the office and into a remote environment in 2020 due to COVID-19 was also easier due to the ability to have our employees log in to the inContact system remotely via their computers at home without need for installing new equipment.
Recommendations to others considering the product:
The system overall is very easy to use and offers a lot of options to customize to fit your business needs and provide detailed reporting you can use to better your business. I think it is a great system to handle customer service calling and can provide a great benefit, both for in office and remote work. The only concerns we have had from a company standpoint have been the integration with our own propriety software that has not been resolved over the last 2 years we have used the service. These issues have not hurt the performance of the system or affected our ability to use it, but they have affected some of the information we gather and the way we present that information to our clients. If you have your own company software that you are looking to integrate with inContact, really take time to see if this is something that can truly be done.
Very easy to understand
What do you like best about the product?
That it Is easy to use and has clear usage instructions
What do you dislike about the product?
That it takes more than 30% of my screen
What problems is the product solving and how is that benefiting you?
That it takes a while to take me off of hold
Recommendations to others considering the product:
It can be learned in 15 mins
INCONTACT REVIEW OMAR
What do you like best about the product?
IT IS NICE HAVING THE LOGIN INFORMATION SAVED AND READY TO GO VERY EASY
What do you dislike about the product?
THE SYSTEM DOES LAG AT TIMES, HAVING TO CLEAN THE COOKIES EVERYDAY HELPS WITH THIS BUT WOULD LIKE NOT TO HAVE TO DO THAT EVERYDAY
What problems is the product solving and how is that benefiting you?
REAL TIME DATA, MAKES IT VERY TO SEE THE VOLUME OF CALLS COMING AND HOW MUCH WORK EACH PERSON IS DOING
Recommendations to others considering the product:
WILL TAKE SOME GETTING USED TOO, BUT ONCE YOU GET THE HANG OF IT VERY GOOD PRODUCT
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