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useful program, could use some updates
What do you like best about the product?
That we can track call history, record conversations, and the different options for when we are on a call.
What do you dislike about the product?
It often crashes, and has glitches most days, so I hope that can be fixed because it is a great service.
What problems is the product solving and how is that benefiting you?
tracing calls from customers, and helping solve issues thoroughly.
Recommendations to others considering the product:
I would recommend to be patient when there is a glitch, or slow processing time. I try logging out and back in again and that can ususally help it to run smoothly.
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Efficient Access to an all-encompassing overview of call-center productivity.
What do you like best about the product?
The ability to cater dashboard reports with agent skills is the most helpful for my position
What do you dislike about the product?
Some of the Dashboard features reset (i.e. window sizing) when you logout.
What problems is the product solving and how is that benefiting you?
I like the level of customization available. Many different profiles for phone agents, and the ability to tune everything in to exactly what each agent does has been really great.
support specialist
What do you like best about the product?
the quality of the calls, the fact that i can contact my peers
What do you dislike about the product?
i dont like that i have to keep pressing connect while im waiting for a call
What problems is the product solving and how is that benefiting you?
i am helping ppl speak with the correct person to solve their needs
VERY SIMPLE AND HELPFUL
What do you like best about the product?
It is very simple, quick, easy to work with, and efficient. Working with NICE for less than a year I havent had a problem and if the problem happened was because of the internet connection only not because of NICE per say.
What do you dislike about the product?
I don't think there something I dislike. The system is very helpful and there is nothing that needs to improve.
What problems is the product solving and how is that benefiting you?
Scheduling, switching scheduling, vacation planning. I can access from every where and I dont need much of assistance.
Recommendations to others considering the product:
I do not have any recommendations
Good Phone System for Business Use
What do you like best about the product?
What I like best about this phone system is that it is provided by my employer and easy to use, navigate and reach the customers and clients that I need to , when I need to. This phone has little-to-no glitches while using on a regular basis. I also like that I can talk to my co workers and make multiple calls and three way call my teammates, clients and customers.
What do you dislike about the product?
I do not like that I have to press the launch max button. When logging into all my systems, sometimes i miss that last step and so my time in que doesn't start to be counted until I'm back using the incontact app. when my boss looks at her dashboard to " see how I'm doing... I want the numbers to be as high as possible.
What problems is the product solving and how is that benefiting you?
we are solving the problem of having a way to reach our customers clients and other people that we need to call throughout the woork business days. we are able to call doctors offices and able to help them solve their professional problems such as claims, customer service, and educating them on our product, which we wouldn't be able to do without yours
Easy to Maneuver, and Even Great for Newer Employees
What do you like best about the product?
The way that NICE is set up, allows for customization for most any company. There are different modules that you can set up that will best meet your company's needs. The phone system allows for three different options, so the range of options that you have for your clients to reach a live person is vastly open. Our company uses the Integrated Soft Phone option, and because it's included in inContact, we don't have to use more than one company.
What do you dislike about the product?
Occasionally the call quality can be a little bit choppy in the first 30 seconds of a call, but not always. You have to account for clients that are in areas with bad service, but there are also times that the choppiness is from our end. This does clear up, and the quality is clear and our clients can understand every word we are saying.
What problems is the product solving and how is that benefiting you?
With NICE inContact, we have the benefit of monitoring all our staff, and how they are utilizing their time. We can compare numbers from the day, week, month, and even year before to see the progression of an employee and making sure they are taking around as many calls as all the other agents. We used another company before inContact and there were a lot of times the system went down, and being that we work for a hospital, this cannot happen.
Recommendations to others considering the product:
I would definitely work with NICE InContact, before spending a lot of money on another company that might not have as many features as this one does.
Decent.
What do you like best about the product?
I like how easy it is to transfer calls and manage your time with NICE.
What do you dislike about the product?
I hate how is linked to the TAB you have open it opens itself in other tabs and it ends up in hanging up a lot on customers.
What problems is the product solving and how is that benefiting you?
Is better than our old systemm but still so many calls get disconnected.
Excellent system Easy to Use
What do you like best about the product?
So easy ti use this system. I use it for all y call on a daily bases and it has really simplified my daily work.
What do you dislike about the product?
Nothing at all this is great. I would totally recommend it.
What problems is the product solving and how is that benefiting you?
I have never had an issue ever. I think the system works great and has helped me be more productive.
Recommendations to others considering the product:
You should choose NICE it is the BEST.
Simple, Easy, Hassle free tool to integreat with the ACD service
What do you like best about the product?
Easy to use and there is not much needed from you on this, use your credentials, login, open Max and you are all set.
What do you dislike about the product?
The max agent logs out automatically after certain time when kept in certain status without notifications, due to which when checked by manager at times shows as logged off causing problems. Another problem is that, it doesn't show who is calling unless the call is answered which makes it hard to know who is calling and at times causing more chaos and taking up time to fetch the details with the customer on the line.
What problems is the product solving and how is that benefiting you?
We are using the Max agent to handle inbound calls from the customers all across the globe when then need immediate assistance from support. if the call is not attended by one person, its routed to the next person, it goes to every available person until the call is picked up and not dropped.
Recommendations to others considering the product:
Its easy to use and can be implemented with ease, also for the agents using this there is no special training required, just a session of 10 to 15 minutes on what and how is good enough. Effective in tracking the calls and recording of those can be used foe audit and quality improvements.
if you are going to be integrating this with any additional tools as well, then it works perfectly with that causing no issues.
if you are going to be integrating this with any additional tools as well, then it works perfectly with that causing no issues.
Pretty Good!
What do you like best about the product?
I like that it's easy to navigate and the walkthrough is extremely helpful when you have questions. Additionally, I appreciate that the system has a call back service and an option to do a conference call. It is also helpful to be able to see the call volume and how long the call has been. The timer does not only show how long the call has been but also how long you have put the caller on hold and that is helpful with the work that I do.
What do you dislike about the product?
The system crashes at times and calls won't go through. But this issue rarely happens, but when it does happen it is inconvenient. There are times where the calls will be reput into the queue and that can be an inconvenience for those who are waiting on the phones. I am unsure as to how to fix the issue. Additionally, the system often puts those who have waited less time in front of those who have called and have been waiting for a few hours. I am also unsure as to how to fix this issue, but it would be useful to fix the system so that calls come in in the order that they are called in. Additionally, there is sometimes connection issues for a few seconds and callers cannot hear or the sound sounds a bit muffled, but the issue automatically resolves itself.
What problems is the product solving and how is that benefiting you?
NICE is helping me contact people and it has made me realized that it is easy to contact others without them having your personal information. With NICE it's easier to contact others.
Recommendations to others considering the product:
I would advise those considering NICE to consider the layout of NICE, it is extremely helpful for those who are not technologically savvy and seems to be catered to that population.
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