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EXCELLENT SYSTEM
What do you like best about the product?
EXTREMELY EASY TO USE, AND KEEP TRACK OF OTHER EMPLOYEES, AND EASY TO TRANSFER CALLS, IT MAKES THE JOB SO MUCH EASIER. IT SELF EXPLANATORY HONESTLY, THE BEST SYSTEM I'VE USED YET. EASIER TO LOG OUT FOR BREAKS, CLOCK IN, ETC. WE REALLY DON'T HAVE ANYTHING NEGATIVE TO SAY HONESTLY, BEST SYSTEM!
What do you dislike about the product?
SOMETIMES IT GLITCHES WHEN LOGGING IN BUT NOT THAT OFTEN
What problems is the product solving and how is that benefiting you?
HELPS TO HELP PATIENTS AND CUSTOMERS FASTER, NOTICED THAT WE GET THROUGH CALLS QUICKER
Recommendations to others considering the product:
ONCE YOU TRY THIS YOU WON'T WANT TO USE ANOTHER SYSTEM EVER AGAIN I PROMISE. MOST SYSTEMS HAVE A LOT OF ISSUES WITH THEM BUT IVE HAD HAD A PROBLEM ONLY TWICE AND IT WAS SELF FIXABLE
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Great system that is very easy to use
What do you like best about the product?
I like the friendly user interface that incontact provides.
What do you dislike about the product?
Requires strong internet connection sometimes
What problems is the product solving and how is that benefiting you?
Solving proper ways to place callers on hold and the benefit of incontact keeping callers in various ques.
Recommendations to others considering the product:
It’s a awesome friendly interface for making calls.
InContact functionality review
What do you like best about the product?
I like the fact that its easy to get some of the information and reporting. Its easy to manage and reassign phone numbers.
What do you dislike about the product?
I dont like that the alignment information when pulling contact history data is dynamic and not fixed. This makes it harder for reports and locating calls after they are backed up in our storage system
What problems is the product solving and how is that benefiting you?
Call quality, legal questions, compliance and refunds. I also use it to manage dialer, call routing, agent efficiency, phone numbers and campaigns. Manage phone numbers, skills and marketing campaign information. Integration of the downloadable reports to our speech analytics team and software.
Never go back to the office
What do you like best about the product?
Easy to install and use, simple features
What do you dislike about the product?
crashes all the time, refuses calls, you have to just restart you computer
What problems is the product solving and how is that benefiting you?
My daily problem is talking with people who just do not understand we do not control the mail, logistics, earth elements. NIce allows us to note these details in their customer cair while they are on mute
first time user but satisfied
What do you like best about the product?
conection is fast and reliable, gets the job done every day
What do you dislike about the product?
sometimes the call drops, might be my conection
What problems is the product solving and how is that benefiting you?
i am able to receive caal from my customers and creating a comunication bridge to solve problems
Recommendations to others considering the product:
use it it is very good
Many issues, but often works well
What do you like best about the product?
Relatively easy to use and to change status
What do you dislike about the product?
InContact crashes a lot on my computer. Sometimes it will linger after calls and will not allow me to continue. Other times, when forwarding calls to another phone (like a cell phone) even after picking up the call, it is not connected through, and then IncContact will say the call is refused. I also don't completely understand all of its features, such as the entire WFH section. The dashboards also do not always work the best for me. I'm not sure why but I also have not had a great deal of experience in using them so it could be related. It is hard to determine which features need to be enabled by a supervisor and which are simply not working. Transferred calls do not always transfer out or come through. Other than that, I think it is a pretty great system.
What problems is the product solving and how is that benefiting you?
Helps us connect with users and guests to provide exceptional support. I love that it makes it easy to try to transfer calls through and to change status to know whether we are able to take calls or not.
The Way to Go for All Call Centers
What do you like best about the product?
I started working with InContact as a Workforce Administrator. It made monitoring agent states and exporting time stamps so easy. Now I'm the Workforce Development Coordinator and I train all of our agents. Training agents how to use their Integrated Softphone is extremely easy.
What do you dislike about the product?
There is nothing that I can think of that I dislike.
What problems is the product solving and how is that benefiting you?
In my role now, I train agents how to handle incoming calls and make outbound calls. MAX makes this very easy to do and is very easy to navigate compared to other programs I have used in past roles.
Recommendations to others considering the product:
I have used several programs in the past in different roles. Nothing has been as easy to use and user friendly as NICE InContact.
Very Detailed
What do you like best about the product?
The color coded division makes it easy to see shifts. It keeps up your recent interactions and calibrations which help when sorting is needed. The evaluations tab works great as well because it sorts them by date or score and as long as you allow pop ups, you can see and hear everything nicely.
What do you dislike about the product?
I don't like that you have to connect the headphones to be able to log in to MAX. If the headphones are not connected you cant really use this part of the website which can be a pain. Sometimes you might want to use the computers speakers and mic but you cant, it has to be the headphones. I do not like that some features are hidden but I guess that is good for supervisors. They can see every little detail from what you click. Its like everything you select in MAX gets documented. Sometimes it does not connect to the agent and you have a refusal on your record when its not your fault that the system did not connect well. Im wish there was a definition guide as to what is what like the service level in dashboard does not really explain what it is servicing
What problems is the product solving and how is that benefiting you?
No problems per se but I like the ability to see availability within the team. Sometimes there is a lag in the timing but not by much, just a few seconds. It color codes it very nicely but there is not a code guide so I do not really know what some features such in the queue counter really define.
Recommendations to others considering the product:
It is very detailed, especially max.
The platform is very friendly and organized, there is so much you can do in one place.
What do you like best about the product?
The reliability on the platform does not refresh every second or after every call it just updates itself smoothly.
What do you dislike about the product?
The disposition dropdown on the bottom of the user interface is very small and is a hassle when in a hurry or when trying to do multitasking on different calls or chats.
What problems is the product solving and how is that benefiting you?
I can easily handle several duties in one spot such as chats or calls, and its easy to keep track of my work times and schedules.
the agent leg that connects externally is always disconnecting sometimes due to the program crashing and other times due to the network service.
the agent leg that connects externally is always disconnecting sometimes due to the program crashing and other times due to the network service.
Recommendations to others considering the product:
Easy to use and also very user friendly, reliable.
very simple program
What do you like best about the product?
the accurate time and clear quality it provides
What do you dislike about the product?
constant relog in What is least helpful about NICE inContact? What are the downsides of using NICE inContact?
What problems is the product solving and how is that benefiting you?
student services.
Recommendations to others considering the product:
Great program for busy company,
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