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Best dialer I've ever worked with
What do you like best about the product?
As a customer service professional, NICE InContact is by far the best software I use every day. I love the design and everything is so accessible for anyone who needs to use it. The ability to see my stats everyday is so helpful to managing my productivity. Being able to see my team members and what they're doing makes my job easier because I can know how our team is doing throughout the day and when I need to access them, I know whether they're available. I have used many dialers in the past and NICE InContact is definitely my favorite. It's modern, simple, reliable, free from glitches, and makes me feel like a true professional!
What do you dislike about the product?
The only thing I have to say is that sometimes when I'm viewing my stats, there's a small lag. But it doesn't last for long! I am still able to load my stats for any period of time that I need, and I love being able to see my progress throughout the week.
What problems is the product solving and how is that benefiting you?
I am solving customer service issues everyday with NICE InContact. I can get my customers to the right person to help them. I can monitor my team so that I know we're all handling issues as they come. I have the benefit of knowing my calls won't be dropped and that I have enough functionality to do everything I'd need to solve the customer's issues. The main benefit is that I know I never have to worry about whether I'm reaching my customers correctly and that they won't have any technical issues when they call in.
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A Necessary Tool for Teleworkers
What do you like best about the product?
The best parts about InContact is that it is user friendly and easily accessible. The features that show your hours and that allow callbacks are some of my favorite. I also love that I can go on different statuses that correspond to my agency so that I can communicate with them better. This system is a necessary part of my job and without it, things would look a lot different. The experience of using this system is seamless and makes the day go by fast without having to worry about complicated processes or technical errors.
What do you dislike about the product?
Theres not much I do not like about InContact! The only thing that I have ever had a problem with is my audio not being received by the claimants sometimes. But im not sure if that is a technical issue on my end or if it is Nice InContact. There's nothing to dislike about this system.
What problems is the product solving and how is that benefiting you?
The only problems that occur sometimes are connection issues and that sometimes when I unplug my headset from my computer that there is no audio that is heard on my claimants end. For some reason my microphone shuts off. The benefits are that I can talk to claimants and assist them smoothly with the hold option and callback feature if necessary.
Recommendations to others considering the product:
Use a headset and use the integrated soft phone. Using your phone number complicates the process a little.
Great for the flow of business.
What do you like best about the product?
The ability to view in real time how many calls need to be managed. Also when is a great time to take a break.
What do you dislike about the product?
That you can not reach out to some one through in contact.
What problems is the product solving and how is that benefiting you?
That you can tell which contacts have the most calls so that you can forcast for breaks.
Recommendations to others considering the product:
Great help to show how the business is trending.
Nice is better than Avaya.
What do you like best about the product?
I like how it shows reports easily within the base display.
What do you dislike about the product?
It likes to fail to connect calls especially for the 1st call of the day even with all settings correct.
What problems is the product solving and how is that benefiting you?
We use it for inbound and outbound calls as well as availability monitoring. Its nice to be able to personalize the dashboard to see availability at a glance and easily pull call recordings.
Recommendations to others considering the product:
Even if you have everything configured correctly, don't be surprised when it randomly starts not connecting for the 1st call of the day. It was working fine, then after about 1 year started not connecting the 1st call causing a refused contact.
Great Program for Remote working
What do you like best about the product?
Cloud system can be used with or without phone.
What do you dislike about the product?
THe least helpful is not enough available codes.
What problems is the product solving and how is that benefiting you?
Not having to be stuck to one specific desk phone.
Convenient
What do you like best about the product?
I like that incontact has a soft phone feature making it easier to work remotely.
What do you dislike about the product?
I dislike that it freezes sometimes when other apps are in use. It can disrupt the flow of the call.
What problems is the product solving and how is that benefiting you?
Having more employees being able to work from home with the soft phone feature. Saving money on having to buy equipment such as phones.
Recommendations to others considering the product:
Make sure you have a team who understands how NICE inContact works.
NICE inContact is a good service with good customer service
What do you like best about the product?
NICE inContact is a great service with very good qualities. It makes my job easier knowing they take care of issues
What do you dislike about the product?
inContact does have several issues, they are good about trying to fix them but there are still issues. Currently my dialer has been extremely slow. There has been a lot of lag.
What problems is the product solving and how is that benefiting you?
I use the dialer so not many problems are being solved, however I have realized that inContact is a good service in comparison to other dialer systems
Recommendations to others considering the product:
It's a good service and I enjoy it.
Useful tool to help maximize the benefit from marketing driving inbound calls
What do you like best about the product?
Analytics are much more clean and clear than with Ring Central's Office solution.
What do you dislike about the product?
Not simple to implement. We had several Devs on hand to get this integrated with Salesforce.
What problems is the product solving and how is that benefiting you?
Attribution, sales rep time management, avoidance of missed calls.
Recommendations to others considering the product:
Make sure you have developer resources on staff to manage ongoing.
More Functionality Within a New Role
What do you like best about the product?
My favorite thing about In Contact is that we are able to use it in conjunction but separately from our main phone system. This makes it easier to differentiate which calls are work related to me/ which ones are from clients in general. I love the compact design of the program. It makes the use of the product that much more simple. I can pop out a window that is compact enough to put it wherever I want it on the screen.
What do you dislike about the product?
I would like more options to customize the program: bigger font for sure! I think that there also needs to be a feature with a more extensive call log. Things like doing a daily breakdown of call work and other things to make the program more attractive. Better color scheme for example.
What problems is the product solving and how is that benefiting you?
The only issue I have with in contact is with it going down and reconnecting for no reason. I have reached out to others on this and it might be a connection issue but I am not sure. During my day to day operations I am in a call taking role and receive inbound calls. WE use this program in conjunction with another product called Ring Central. The main phone I use between the two is in contact however.
Great reports
What do you like best about the product?
You offer a variety of reports which can be useful but they can be confusing to use - especially the terminology you use to describe it. However, once you become familiar with the terminology, the reports come very handy. I also like how you can listen to previous calls as well as monitor current calls and even jump in on the call if needed.
What do you dislike about the product?
I do not like the fact that it is an application you have to use with your browser. I would like it to be a stand-alone application to easier use. Since you have to open it in your browser, it is inconvenient as you have to click out of a current tab you are using to see the application. As an agent, when you open the agent leg app, there is another tab that is opened where you have to click back and forth between the two.
What problems is the product solving and how is that benefiting you?
Call monitoring/recording which is something our company has looked for some time to allow for more training opportunities. This has allowed us to also monitor employees calls for quality assurance as well as helping train new employees.
Recommendations to others considering the product:
Training is key! Learn the system before rolling it out to other employees and train thoroughly.
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