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Functional, efficient interface for handling various call volumes in my day-to-day affairs.
What do you like best about the product?
I like InContact's ease of use, as well as the instant access to performance reports and reporting issues. It's easy to set dispositions to indicate when I'm available and to notify my colleagues in real time if I am working, in a meeting, et cetera. I like the shortcut call history feature that allows me to immediately call back the previous person as well as the conferencing feature when I need to bring additional people on the call. I can also mask calls for taking in confidential information like credit card numbers or other sensitive information, as it gets passed along to quality control for review.
What do you dislike about the product?
Inability to make international calls is one downside; as our company grows its reach to a global audience, this may pose limitations as currently the system only recognizes and accepts U.S. numbers. This may not necessarily be attributed to functionality but rather licensing. It would be nice if it had log off automatically when window collapses or some other function in case I forget to log out. Also, as agents we don't get assigned direct phone lines, which requires the reliance of regional call queues which causes my teammates to overlap in taking calls for each other for patients outside of our region.
What problems is the product solving and how is that benefiting you?
I have used similar systems at previous jobs. For example, Ring DNA. As far as benefits go, we recently started implementing call tags in order to better categorize our calls and for management to see what particular types of call we receive and what we can do to better distribute the workload.
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Great Experience
What do you like best about the product?
I love the functionality and how we are able to monitor our agents and view what they are seeing as they take calls. This was very important to use to provide the very service to our customers.
What do you dislike about the product?
I don't dislike anything at this time. This has been a great addition to our team.
What problems is the product solving and how is that benefiting you?
We are able to provide better feedback to our agents and improve our quality. We are able to monitor our phone lines closely and provide back ups as needed. The skilling feature is so easy to use.
Excellent product!!
What do you like best about the product?
It's so easy to use, we never have any issues. It is also very reliable. It greatly helps our operations on the floor. We have been using incontact for years and I have seen development on both sides with using the platform. Being able to go in and see every action the agents take is extremely helpful and to be able to see what they are doing. The GUI is very appealing and doesn't cause any strain on the eyes whatsoever. It would be nice if Incontact had a dark mode built in though, I usually use dark reader and still looks very good with that running in the background. I like how easy it is to chat with a support agent if we ever need one for any kind of issues that we may be having, you just log in and start chatting, just like amazon.
What do you dislike about the product?
It has some interoperability issues, but overall is good software to use. Agents sometimes have issues with audio, but that is rare. I wish when I called in to support for like the tenth time they would recognize who I am instead of having to tell them I'm authorized on the account every time. I actually am authorized on the account, but every time I call it takes too much time to hash that out and explain everything. I wish that I could listen to calls while in the available state, even though you may get another call, I would still like the ability to do that.
What problems is the product solving and how is that benefiting you?
It has been a game changer for our company. We are able to track and pull data and have great communication across our company. I don't think there is any chance we would switch away from incontact, but omni channel has caused some issues. It seems that there are some key differences between single channel and multi channel. It would be good if you could go in and change the state of the agent instead of having to wait for them to do this. That would make operations a lot smoother.
Everything is at the tip of your fingers!
What do you like best about the product?
Nice is user friendly. Simplicity is key.
What do you dislike about the product?
Because it is internet based, there are random times it disconnects, it is a simple fix, but sometimes annoying.
What problems is the product solving and how is that benefiting you?
I am able to see if my team is logged in which is super helpful. I can put a meeting on hold, or wait for breaks when i know if there is someone to cover my absence. In customer service, someone has to always be available for the customer.
easy to work
What do you like best about the product?
checking hours and signing up for extra hours is a breeze
What do you dislike about the product?
nothing, everything is so simple, and it is very easy to navigate.
What problems is the product solving and how is that benefiting you?
I just signed up for it today, so im not yet familiar with it
Most innovative and most reliable system!
What do you like best about the product?
I like how user friendly the system is! It's simplistic yet advanced enough to track how busy we are individually and collectively! I also like how it groups our entire call center. Not only does our manager see our status but we can look to see if other agents are in a call or if they are in a meeting. It really helps all of stay on one accord.
What do you dislike about the product?
Not to many things i dislike about the system. Its reliable and user friendly! I don't see any thing in particular that I dislike about the system just some recommendations that I have for more of the back end and quotas purposes.
What problems is the product solving and how is that benefiting you?
We are able to help a lot more customers with NICE inContact. We are saving time and increasing productivity, which the bosses love! Another time save about the system is that training new comers is so efficient and easy!
Recommendations to others considering the product:
I would recommend that our call history would be viewable for the entire session. instead of just two or three of the last calls. I would also like to be able to see what call is holding in what specific queue outside of the queues that re accessible to me. When a call is holding it is sometimes not shown where it is holding because a certain agent does not have access to the at specific queue.
Quality customer service in a touch of a button.
What do you like best about the product?
Easy to use. Very easy to navigate. Reports can be run easily for management.
What do you dislike about the product?
From time to time, services will get disrupted due to a bad connection.
What problems is the product solving and how is that benefiting you?
Management of customer phone calls. You can even assign and isolate Spanish calls from the rest.
Recommendations to others considering the product:
If you're looking for a quality software and services for your customer service needs, I would be recommending the NICE InContact. It's user friendly and very easy to use and manage.
Reliable and efficient system that makes my tasks easier
What do you like best about the product?
I will say that the best thing about InContact is how user friendly it is. I never have an issue with Training employees on it and when I need to refresh myself up on something, the help/support/InContactU is always there to help.
What do you dislike about the product?
Reporting is not always easy to decipher inside InContact. Where to find it and what report takes a good amount of time to learn.
What problems is the product solving and how is that benefiting you?
Being that it is easy to train, that is the best part of InContact. We are a company that fluctuates with the number of agents on due to the nature of our business. So when I need to train a large handful of agents, it is great that they pick up easily.
Recommendations to others considering the product:
Make sure you give yourself enough lead time to get up and running. Couple weeks
Non-Techie meets NICE in Contact
What do you like best about the product?
It is reliable. After a learning curve, it works. And any problems with it seem to have been user-error, not systemic problems.
What do you dislike about the product?
I guess I still wish we still just used our phones. At least for me, conversations were more clear, easier to connect, and never glitched. That being said, I understand my company collects important data through this system.
What problems is the product solving and how is that benefiting you?
I understand my company collects important data through this system.
Advanced Technology, Amazing for the job that needs done!
What do you like best about the product?
I like that incontact pulls up the contact details with all the other files attached to it as well and the names and other cars associated that we have listed known for the customer it allows for a smoother ride into the pitch and I believe does allow me to get more pitches out.
What do you dislike about the product?
There do seem to be more issues with this system then the one we used before, more system glitches, or phone problems associated with the incontact, phone goes out more often, sometimes having connectivity issues where the customer cant hear me or i cant hear the customer or dropped phone calls are a frequent issue.
What problems is the product solving and how is that benefiting you?
other cars associated that we have listed known for the customer it allows for a smoother ride into the pitch and I believe does allow me to get more pitches out.
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