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Great for Service Desk
What do you like best about the product?
Great for Service Desk. Easily adaptable. You can answer by browser or cell phone, making it flexible. Minimum browser memory consumption.
What do you dislike about the product?
Some lags in notifications of incoming calls.
What problems is the product solving and how is that benefiting you?
In pandemic times, to bring connectivity between customer and service, NICE inContact was essential
Recommendations to others considering the product:
Easy, flexible and connected
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sometime the system is glitchy
What do you like best about the product?
easy to understand. Its pretty much self explanatory
What do you dislike about the product?
During bad weather or heavy call times the system can sometimes be glitchy
What problems is the product solving and how is that benefiting you?
when there is an issue, i can t log out and log back on, and the issue is resolved.
Recommendations to others considering the product:
its great no other issues than any other phone system, handling multiple calls
Living in InContact Land
What do you like best about the product?
When it's working, and changes don't need to be made it operates smoothly. We have not experienced any outages when it comes to the service. We have been able to expand our usage with the flows when we bring staff on board. Support is always helpful when it comes to issues when we need to open tickets.
Coming from an old Cisco Phone system meshed with a phone other phone providers it has been nice to have InContact Center tied into our RingCentral phone system. It is helpful to have a system that is tied into togethr
Coming from an old Cisco Phone system meshed with a phone other phone providers it has been nice to have InContact Center tied into our RingCentral phone system. It is helpful to have a system that is tied into togethr
What do you dislike about the product?
Sometimes it feels that we are working with an ancient system that is 10 years old. Changing scripts can be a pain because the Admin Software is very archaic. I think that if they upgraded their studio software it could be helpful if they gave Studio an upgrade and it would provide a smoother user experience.
It would be nice if RingCentral would tie both the admin of the Contact Center and their Phone lines into a single management pane of glass. Right now they have made some progress towards having a unified system but right now its still a divided line.
It would be nice if RingCentral would tie both the admin of the Contact Center and their Phone lines into a single management pane of glass. Right now they have made some progress towards having a unified system but right now its still a divided line.
What problems is the product solving and how is that benefiting you?
Employees can work from home without the need for a VPN connection. That was a huge advantage to our team especially in the year 2020. Being able to seamlessly send all our staff to work remote has been a great benefit of our team.
NICE inContact REVIEW
What do you like best about the product?
The real time updates, in terms of your conversion rate, how many calls you have taken, the way it tracks your calls throughout the day. Incontact is very user friendly as well.
What do you dislike about the product?
having to accept the prompt to dial out, you have to choose auto answer in order for the call to come through. When on an auto-dialer this is an inconvenience. There are not too many dislikes, if it was not for In Contact Nice I would not be able to work. This system allows us to work from home and still function like we are in a call center. Being hit by this pandemic has been tragic for everyone
What problems is the product solving and how is that benefiting you?
I'M ABLE TO SEE THE HISTORY OF MY CALLS AS WELL AS THE PHONE NUMBER THEY ARE CALLING FROM. SEEING THE INCOMING CALLERS TELEPHONE NUMBERS ARE ANOTHER BENEFIT, I USE THIS FEATURE TO SEARH IF THE CALLER IS IN MY EXISTING CONTACTS IN MY OTHER SYSTEM. I USE THE IVR SYSYTEM AS WELL, MY CLIENTS LISTEN TO A RECORDING THROUGH THE IVR SYSTEM SO I DO NOT HAVE TO READ IT TO THEM. I USE IT TO MAKE CONFRENCE CALLS TO DOCTOR S AND HOSPITALS. THIS ALLOWS ME TO KEEP THE CUSTOMER ON THE CALL WHILE I SEARCH FOR THE INFORMATION I NEED.
Recommendations to others considering the product:
I recommend that you click on integrated phone your phone and click on remember me so you don't have to do it each day.
The ins and out of Incontact
What do you like best about the product?
I like that you are able to see how many calls are in the Que as well as being able to have the capability of leaving an automated voice message.
What do you dislike about the product?
I don't like that it doesn't show you when you have missed a call. The only how I know that I have missed a call is if someone leaves me a voice message.
What problems is the product solving and how is that benefiting you?
Having nice helps to break down the time of moving from one call to the next
Very user friendly product for everyone
What do you like best about the product?
I love being able to have direct access to contact list instead of having to search a third party source for an extension. Its also great being able to see a live update on work production time to ensure I am meeting company standards. It is also great to have functionality to schedule a future meeting and then also be reminded of that meeting, or schedule a meeting for a different department even and have them be notified at a specific time! NICE inContact makes internal communications a breeze while helping 50-60 different service professionals each day. The color and ringtone customizations are also a very nice touch to add some individuality to this product!
What do you dislike about the product?
I don't personally like the notification of an inactive agent leg. That notification was confusing at first because our agents did not know if we were using the system correctly when it would state Agent Leg - Inactive. Its an unnecessary notification to be previewed. Id also like to be able to see the Queue while on a call. This would help to be able to decide if I need to extend my after call work or am ready to immediately jump back in. Another feature that i do not like is each time I receive a call, my Max window enlarges causing the other windows that i have open to then readjust.
What problems is the product solving and how is that benefiting you?
Nice is helping to cut down transition times between transfers and data entry of personal prod throughout the week. NICE inContact also gives easy access to admin functions for breaks and other required meetings that an agent such as myself may have to move into quite often throughout the day. Another unique feature is that each agent is able to see what is going on within the team. This shows live prod that mainly helps our Supervisors as we are working from home but its also nice for the agents to be able to recognize if a co worker is doing.
Recommendations to others considering the product:
I would highly advise to begin using NICE inContact as soon as possible instead of their current system. Working from home is much easier with NICE.
My experience as a call center agent using Nice inContact
What do you like best about the product?
I like the fact that I am able to get live updates of the number of calls on a cue at any given point in time.
What do you dislike about the product?
The ringtone for when there is an incoming call. Very early 2000s
What problems is the product solving and how is that benefiting you?
I am able to conduct quality calls by also being able to see the phone number quickly in order to perform a fast contact search for the customers details. Reducing the time it takes to help the customer.
Recommendations to others considering the product:
This is a quality piece of software. Easy to use and has real time updates.
Great - when it works
What do you like best about the product?
It's easy to make and track calls. I also like how it keeps the numbers I've called handy.
What do you dislike about the product?
It logs off pretty often, and I don't always notice, meaning I have to log back in when I want to make a call.
What problems is the product solving and how is that benefiting you?
Problem: logging off randomly, even when I haven't lost internet. Benefit: I can track my time useage - i.e. break, lunch, meeting, training, etc. Problem is it only allows 1 hour lunch or 1 hour training, and there are times I'm having lunch with a client (work-related) and it logs me off, therefore my time is not tracked accurately.
NICE is easy to use, quick, and efficient.
What do you like best about the product?
The schedule tool, and the evaluations page. The tabs are clear easy to use and well organized. It helps me to know what I need to do and when I need to do it. We use NICE every day, and there are never any technical issues or problems. The app is awesome, and I highly recommend it to other companies. It's also very easy to see who will be out of the office on a specified day and to request time off or shift trades.
What do you dislike about the product?
I wish it was easier to sort the files in my evaluation page. They won't sort by date currently. It makes it hard to figure out which evaluations are recent since they aren't organized by date. That is the only issue I have within my role. All other aspects of the app are great.
What problems is the product solving and how is that benefiting you?
The problem of understanding our daily schedules has been solved with nice. It shows all breaks meetings, and it can be adjusted to reflect any differences in the schedule. For instance if I was on a call and didn't go on break at the proper time our supervisors can adjust the schedule to reflect that. Or if a meeting ran over that can be changed so your working rate isn't affected . The system is easy to use, and I often don't have any issues.
Recommendations to others considering the product:
It's great! we just ask that the filters for evaluations can be sorted by date.
Great training
What do you like best about the product?
ii like how you can easily put yourself in a hold position and it does nnnnot give you a count down before next call.
What do you dislike about the product?
nothing really about this is dislikable.
What problems is the product solving and how is that benefiting you?
i am solving problems of needing to take frequent bathroom breaks. i can easily do that with the multiple status.
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