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QUICK AND EASY TO USE. EFFECTIVE AND EFFICIENT IN ASSISTING ME TO HELP MY PRODUCTION.
What do you like best about the product?
NEVER CRASHES ON ME.QUICK AND EASY TO USE. EFFECTIVE AND EFFICIENT IN ASSISTING ME TO HELP MY PRODUCTION
What do you dislike about the product?
SOME COMPNANTS DO NOT WORK IN THE SYSTEM.
What problems is the product solving and how is that benefiting you?
ability to manage my schedule, RUNS MY DIAL UP SYSTEM WELL AND MAINTAINS MY INFORMATION
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NICE inContact is extremely affective
What do you like best about the product?
I like how user friendly the software is. The user interface is easy to log-on to and navigate.
What do you dislike about the product?
There is nothing I wholeheartedly dislike about the program.
What problems is the product solving and how is that benefiting you?
With NICE inContact, I am able to help out customers throughout California. As a customer civil service agent, it is very important that my agency has reliable virtual communications especially during these difficult times of COVID-19. My job is essential and many Californian's rely on my department for their driving privilege & vehicle registration needs.
NICE isn't just nice, it's amazing!
What do you like best about the product?
I like the ease it has of self logging in for you each time you login to your computer. I work at 6 AM and the simplest of steps to save time in the mornings is greatly appreciated.
What do you dislike about the product?
I haven't come across anything yet with NICE that I don't like
What problems is the product solving and how is that benefiting you?
I take customer service calls and being able to use NICE makes it so I can work from home. It syncs up to your software with ease of automatically pulling up accounts
Clean, easy to use application, recommended!
What do you like best about the product?
The presentation as well as the details and information regarding calls, evaluations, queue hold time, and agents available/busy. The work put into being able to see and manage the queue is very well done as well as the option for themes (I prefer the dark) is very visually pleasing. It's a great application/extension and the calls are clear, the reporting/documenting portion is also well done. I really like the Agent Reports and seeing individual goals being met vs. the team and the percentage that you help the team I think is important for reporting of course, but also for understanding team mentality and you are contributing.
What do you dislike about the product?
The connecting leg part is almost always inactive, so little things that aren't important I would remove. Sometimes the connections will say it was lost, but not provide a button to say to restart, just to talk to your admin, so perhaps a failsafe that makes the user re-open Max.
What problems is the product solving and how is that benefiting you?
There's lots of real time information that they give you which is really nice, seeing who's working and what disposition the agent is on. I love being able to see my personal stats and how much I was available vs. lunch/personal. It's a great way to see how you spend your day. It's also nice to see the evaluations come in and be able to pull up messages or launch right into the WEM to review and read. Being able to customize the dates and see the calls you took and what you made is a cool feature.
Recommendations to others considering the product:
Use it, it's easy, great support and easy to use. Visually professional and helpful, can work for 1 agent or 100. The backend information and reporting is much more than other applications and software. Be prepared to have a lot of information able to be given at once and for anyone to be able to see-stats, queue, available agents, etc.
Easy to use
What do you like best about the product?
The simple and straightforward design makes it easier than our previous system. Also less dropped calls.
What do you dislike about the product?
That the phone does not have an option to answer, instead it automatically answers which is sometimes very inconvenient. Sometimes I will randomly get kicked out of agent leg.
What problems is the product solving and how is that benefiting you?
No dropped calls and fewer static calls so I don't have to explain to each caller that we are having system issues.
Recommendations to others considering the product:
It is an easy to use program and you can catch on quickly to the interface.
Best tools... best job that can be done
What do you like best about the product?
I like the professionalism of the software performance. It looks like it was designed and created for everyone to be able to use it. The software is very intuitive so it can easily be used at the time that we work with customers. I also like that the software is fast, it isn't slow compared to some other software that are frustrating when they take so long to load, this one is fast and that benefits the way that we work in the company. It's also really easy to find the information required, everything has a color which makes easier to find the desired information.
What do you dislike about the product?
There isn't so much that I don't like from this software. As I previously mentioned, it's been professionally created and its fabulous in many senses. If I have to says that I don't like something about it, maybe would be font type that was used. I think they might have a better font type that goes along with such a professional too.
What problems is the product solving and how is that benefiting you?
I've been able to do my job which is basically helping customer from Walmart.com. It's been so easy with this fast tool that lets me take advantage of quick replies or some other fast actions that me and my co-workers have to do during our shifts. For me that's the best benefit, that the software is fast and simply so we don't have to spend so much time in doing our jobs and fulfilling our metrics.
Recommendations to others considering the product:
I would recommend to feel relax with this software, due to every step that you need to take is really easy to identify how it works. As I previously mentioned, it is really intuitive.
Easy and Quick
What do you like best about the product?
very easy to work and to understand. anyone can use it a very great tool
What do you dislike about the product?
none everything works just fine. I had no issues using the system
What problems is the product solving and how is that benefiting you?
easy to make calls set appointments and call back easy tool to multitask
I would recommend NICE inContact!
What do you like best about the product?
I like that the program has so many available options to communicate with people internally and externally. Internally, the program allows me to transfer to people within my agency by using phone numbers and extensions. This is great because sometimes customers get sent to the wrong department and I cannot provide the information that they need. Externally, I have the ability to use a contact listing and connect customers either by three way conference and a warm transfer to other agencies that partner with mine.
What do you dislike about the product?
Sometimes having all the options slows the ability to train new customer service agents. When explaining to new people about all of the capabilities it becomes lost in translation because they are unable to visualize the possibilities to use some of the options. This means we must constantly update people on new ways to use the options and how it can make their job easier.
What problems is the product solving and how is that benefiting you?
The problems that we have solved are all related to communications and providing a means to systematically document times, dates, and record conversations. This is perfect for a call center because most of us work in an environment that has a lot of regulations that we must follow. The benefits are numerous because of the fore mentioned reasons and the fact that we can use the recording to listen, monitor, and develop training opportunities.
Recommendations to others considering the product:
When using Nice inContact, be prepared to build a robust training program to address all of the issues associated with learning such a complex system. In reality, it takes a couple of months to build a solid knowledge base for the program so the user can accurately handle stakeholder needs. A training program that involves several screenshots and examples should help new people grasp some of the principles needed to learn the system. Training could also use video to incorporate live information so that people can see how to actually use the product. I recommend that new users also be given an ability to use the product in a training environment. My advice to new clients is to have people use the program on a smaller scale before it is introduced to the entire organization. There are some areas for improvement such as the timing out of users from the system. When users are in the system it will automatically log you out of the "leg" which disconnects you from the system and leaves the user with less capabilities. I wish the "leg" would just stay logged into the system because the display is a smaller webpage that you have to keep open and constantly monitor. If you do not monitor the "leg" the user will not be able to accept incoming calls which may appear to others who monitor the system as the user not paying attention or not being available. If the webpage would open as large as other web pages, it would be easier to monitor so that you do not get logged out of the leg and lose access to the calling system.
Nice in Contact review
What do you like best about the product?
The fact that is is easy to use and navigate
What do you dislike about the product?
Sometimes it freezes and it wont let me pick up my phone calls
What problems is the product solving and how is that benefiting you?
I can easily access all contacts and talk to everyone I need to talk to with ease and without a struggle because it is a very simple application to use.
Recommendations to others considering the product:
Not much very easy to use and operate
Nice incontact is great
What do you like best about the product?
It is easy for me to take calls and to manage my time
What do you dislike about the product?
Been honest I tried different programs and this is the most updated and easy to work with
What problems is the product solving and how is that benefiting you?
Before I had many issue with transfers and to know my daily times but with this new system I can realize where to improve every day
Recommendations to others considering the product:
I had tried many system all these years working in the call center industry I call tell the big difference with NICE InContact basically because I work a lot with metrics (time) and it really easy to know where exactly I have to improve if I am seeing all the information in front of me when I want to have it, that is one of the difference with these program, I recommend 100%
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