NICE CXone Mpower
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I have used NICE inContact at my work place with barely any issues.
What do you like best about the product?
My favorite part of using NICE inContact is the effort less navigating on the clients. I am able to dial out to a customer with no issues at all. I am able to transfer phone calls to my co-workers or other vendors outside of our office nationwide. Navigating through the MAX client is very easy to learn and a extremely easy to use. It is a great tool my job has that I highly recommend to anyone.
What do you dislike about the product?
I dislike that NICE inContact has me reset my password pretty frequently. The Thin client was removed which I was already used to but after trying out the MAX client I was able to grasp it relatively quick and easy, it was a smooth transition over. Although we have come across some downtime or interruptions in service NICE inContact was able to assess the situation quickly and get us back in service fast,
What problems is the product solving and how is that benefiting you?
NICE inContact allows my team to contact our customers easily with barely an issues. We are able to effectively communicate with our customers and address their needs with no issues from our phone system thanks NICE inContact. We are able to contact customers nationwide and run in to no problems at all.
Recommendations to others considering the product:
NICE inContact is a great tool especially for companies who take a lot of incoming calls. It easily distributes calls and allows for excellent way to track information. The NICE inContact support is available always and provides excellent customer service and quickly resolve your issues.
InContact is great for a call center
What do you like best about the product?
As soon as an Agent receives a call, Salesforce Case is created directly, it helps our Call Center to save time and be able to create Cases with less efforts.
What do you dislike about the product?
We cannot monitor Agent status directly in Salesforce, this option is very helpful since we have a similar tool to monitor Agents receiving Live Chats.
What problems is the product solving and how is that benefiting you?
Case creation time by phone call has been improved and our Agents' effort has been decreased.
Recommendations to others considering the product:
NICE inContact is great for call centers that works with Salesforce
Contact Solutions at It's Best, Telecommunication Service You Should be Using!
What do you like best about the product?
One of the best features of inContact is the ability to route calls to any number you want. This works well in our office in case our VoIP service goes down, we can continue working by routing calls through whatever number we want. This happens....a lot more often that I would like but being able to link inContact to any number including personal phones makes the service A+
What do you dislike about the product?
I personally preferred the old lite client to the current MAX client but the platform is functional and easy to use which is what makes it a great call center solution. In the MAX client the UI is clean and modern which looks very nice compared to the old lite client though so that's definitely an upgrade worth talking about.
What problems is the product solving and how is that benefiting you?
inContact provides a solution to many call center problems like call queuing. inContact gives us an organized queue for all our analysts that gives distributes calls based on availability as well as simple solutions for conferencing and call transfers. inContact is also a wonderful solution for telework, being able to log into inContact from anywhere solves a telework issue for this business which is something that could hold back other services.
Recommendations to others considering the product:
Get it and use it, it's a platform worth using!
inContact Review
What do you like best about the product?
Program is easy to implement, use and they have great support.
What do you dislike about the product?
The only annoying thing is the inability resize MAX
What problems is the product solving and how is that benefiting you?
Typically issues are resolved very quickly so work hasn't been impacted. The program is very stable so we've experience few issues. However, when an issue does arise, support is very quick at resolving.
This is and has been the best system we have used for outbound calling.
What do you like best about the product?
easy to log on and use the system, fast . we make outgoing calls much faster, easy for callers of all skill levels to use the system . notices of upgrades are given in advance. the way we can link into our in house customer data base and have that information available on all calls placed in the system. we are able to have as many callers as needed at a given time or day and the system still works well with no glitches. screen pops are great help when talking to patrons regarding the sales of memberships or fundraising asks. we can see what they have purchased or donated in the past. recently and from years ago. all on the sale screen. admin can use reports by day, individual caller, groups. performance reviews information can be obtained from these reports. time callers spend on break or off of the phone is easily monotored by admin staff. call back information is held until the caller releases that information so it will not be called again. in house uploading of skills is easy and again works well with our inhouse system. easy to train all callers on the entire system. log in clear. process all clear. email notifications from NICE are helpful, give heads up to situations and changes as they and before they are changed. everyone can be clear on what is happening at all times. we have worked with other systems in the past and none have performed as well. no problems with system overloads, as many callers on at one time as we need to have with no issues. best outbound calling system we have used in several yeats.
What do you dislike about the product?
nothing really it fits our needs well and the new update is still user friendly. some times training is not clear from Incontact staff. callbacks are not fast enough to keep business moving. only issues are when internet is down, however that is an inhouse problem not related to NICE or InContact or the system. again it can be easily corrected in house.
What problems is the product solving and how is that benefiting you?
contacting customers quickly and with several callers. the ability to set up callbacks . track and log callers time in skills, on the system, break times and general work time on the phone with patrons. system links into our inhouse patron data base well.
Recommendations to others considering the product:
go with it! ask for extra support when first setting it up. after that it will run well and you will have tech support when and if you need it. easy for your in house staff to use and great reporting tools for admin. best we found.
Trane Technologies Review
What do you like best about the product?
It is easy to route calls to the appropriate individuals and departments. You can use the software to rotate your inbound calls between your sales team members. InContact offers a flexible developer console that enables you to do a lot with your telephony scripts. Plus, their API is quite powerful. First of all, this is SaaS-based call center software that is perfect for increasing the quality of leads and to minimize the cost of client interaction. It has lot of features that allow us to connect with their customers through various channels like inbound/outbound voice, social media, email, voice mail and other.
What do you dislike about the product?
This is a minor issue but sometimes we receive calls meant for other organizations. This wrong number annoyance happened a few times last year. But it does not have any impact on the efficiency of the system. There are stability issues with the software. Plus, the customer support is not the best as they leave you to fend for yourself. The company is not keeping up the times and has not adopted innovation and new technologies.
What problems is the product solving and how is that benefiting you?
We are a big company with a large call volume and InContact helps in the easy and efficient transfer and routing of calls to the right employees. We use InContact for phone support, chat, email, and workforce management. The vendor offers robust services and products, but their customer support can be improved. Plus, they struggle to meet their SLA promises because of stability issues as mentioned earlier.
Recommendations to others considering the product:
Ask questions about what you are needing, and how it can be resolved.
Incontact Experience
What do you like best about the product?
We have increased agent efficiency by using inContact to deliver all of the work items which were pending from long back . Incontact is user friendly technology.
What do you dislike about the product?
No i don't have any dislike items in Incontact.
What problems is the product solving and how is that benefiting you?
We have solved most of the problems which was pending from other technologies like surveys,CSAT and more more.
Recommendations to others considering the product:
expecting more in user friendly.
InContact is a very user friendly platform
What do you like best about the product?
InContact is a great platform! It is very user friendly and great for checking call volume, call history, listening in on live calls and more! You are able to grade and coach calls which is amazing! Glad we made the change!
What do you dislike about the product?
Sometimes calls drop and sometimes calls are not recorded.
What problems is the product solving and how is that benefiting you?
We are able to manage service levels and quality score calls. We are also able to track call.
All interactions I have had are always very professional and helpful
What do you like best about the product?
IT department is very prompt and kind. I really appreciate the monthly update meetings that are scheduled with Bob, very informative.
What do you dislike about the product?
Honestly can't think of any, a very forward thinking company and has great communication
What problems is the product solving and how is that benefiting you?
Streamlining all contact with my agents and I am able to pull great reports
Omni Channel Success for a Start-up
What do you like best about the product?
Nice InContact was able to easily integrate with our current platform. One of the features that I like best is that for outbound campaigns the technology that is used reduces/eliminates the lag time before the call is transferred to an agent. This helps us create a better member expereince, but connecting to an agent immediately on outbound campaigns.
What do you dislike about the product?
Out of the box reporting could be more robust for agent productivity. There is also an opportunity for Incontact to archive previous chat support interactions, so they can be referenced in the future if a similar problem happens again. This would reduce the time needed to explain the situation again, and the steps used to resolve the problem.
What problems is the product solving and how is that benefiting you?
Our company works with multiple customers, and product and service types. The software makes is easy to skill agents properly for products and priorities. The software also allowed us to integrate chat functionality for the team, which improves the member experience and channels of communication.
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