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Nice works hard for us
What do you like best about the product?
I like the convenience of being able to have multiple different layouts that work best for us.
What do you dislike about the product?
We have not had a major dislike to review.
What problems is the product solving and how is that benefiting you?
The experience has been primarily positive
Recommendations to others considering the product:
Take the time to learn about its functions and it will serve well.
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It can be frustrating
What do you like best about the product?
I like that we can program the dashboard to fit our needs
What do you dislike about the product?
Everything takes forever to load. I do not like that we have to input the date of a recording to pull a call. I would like to input the phone number and see all calls recorded, regardless of date.
What problems is the product solving and how is that benefiting you?
I can easily live listen and flip from coaching to monitoring when necessary. I like that we have been able to see an overview of how the company is performing because we have the ability of adding stats to our dashboard.
Review for NICE in Contact
What do you like best about the product?
NICE helps me remember my schedule. It even sends reminders. NICE lets me see the days that I have off. NICE lets me take off on the website and lets me use PTO on the website. It shows if my PTO request was approved or denied and also shows my stats viewer. In stats viewer it shows my stats for the day and shows if I have met my goal for the day or for the week. It also shows schedule bidding for if a schedule bid comes out I can be the first to bid.
What do you dislike about the product?
NICE goes down sometimes and doesn't work sometimes. NICE also sometimes doesn't show my schedule or if they do show my schedule. That is a problem for all websites though not just NICE inContact.
What problems is the product solving and how is that benefiting you?
The benefits with NICE is that it always has my schedule on there. It always has schedule bidding on there and also has my stats on there. My stats help me see if I have met my goal for the week, the month, or the year. It also notifies you when you log in and open the website, it shows if your schedule has changed or if anything has changed. It also has a calendar where you can see your schedule for the month. It shows you your breaks when it is time to take a break at work and will also send a reminder to your computer when its time to clock in or clock out.
Recommendations to others considering the product:
USE IT!!
Powerful tool for an enterprise grade company!
What do you like best about the product?
NICE InContact allows me to manage the productivity of my team members. It gives me access to real-time and historical data that I need to use in my coaching conversations with my team members. I also use this platform to listen to calls (again, both real-time or on-demand) which helps me in developing the skills of my team members more.
What do you dislike about the product?
While the dashboard is fairly intuitive, there are times when I can get lost on some of the more complex functionalities. Maybe a UI edit can be done.
What problems is the product solving and how is that benefiting you?
NICE InContact is beneficial for both in-office workforce or those in a WFH setting. Even if you run a hybrid environment, the user and customer experience is the same. It allows us to handle customer inquiries seamlessly and integrates with the other tools we have currently.
NICE inContact Review of my Experience
What do you like best about the product?
Nice InContact is an easy to use call management system that allows team members to efficiently handle inbound and outbound effectively. Transferring calls and creating inbound queues to direct calls to specific technicians allows for a seamless flow of work to be sent to the appropriate skill level without having to bounce callers back and forth.
What do you dislike about the product?
There are service interruptions that can cause delays and impact the quality of service but these interrupts are minimal and are usually cleared up very quickly. InContact also keeps us up to date so we know exactly what is going on and what the expected downtime will be.
What problems is the product solving and how is that benefiting you?
We set up a help desk number for our firm so that we can centralize all call from all the locations we have across the united states. The benefit of having one number instead of local numbers allows for constant support when our users need it without significant delays.
Recommendations to others considering the product:
IF you are looking for a quality call center system to implement considering inContact would be a wise decision.
I would highly recommend NICE inContact to any type of buisnes for how simple and easy it is
What do you like best about the product?
How easy and simple you can read charts about your stats
What do you dislike about the product?
I dislike that sometimes it has glitches on the phone email and they do not disappear unless you restart it
What problems is the product solving and how is that benefiting you?
It's usually emailing to the customer about any general inquiry.
Nice inContact Review
What do you like best about the product?
I like how you're able to get all sorts of data from inContact. If you use this tool within a WFM environment, you will be able to get all the data you need to create reports and anaylise a lot of information.
What do you dislike about the product?
There's no quick guide to know how to use most of the tools available, it'd be great if that could be added to at least know how to use the tools within inContact.
What problems is the product solving and how is that benefiting you?
The need for information to create reports from WFM and analyze call center intervals. InContact allows you to perform a lot of tasks on a real-time basis.
Recommendations to others considering the product:
If you're considering yo use Nice inContact your team will be able to run all the reports needed to know how well are the agents performing and will be able to work with an agent on a real-time basis.
NICE InContact works great
What do you like best about the product?
The interface of NICE InContact is very self intuitive and easy to operate with. NICE inContact is easy to use and operate.
What do you dislike about the product?
Bulk modifying and uploading skills often lead to random issues. This should be improved.
NICE inContact CXone press path logs can be improved.
NICE inContact CXone press path logs can be improved.
What problems is the product solving and how is that benefiting you?
NICE inContact helps give better agent performance insights and brings Operational Efficiency
Recommendations to others considering the product:
NICE inContact is definitely one of the market leaders and worth considering over other products available in the market.
NICE inContact CXone
What do you like best about the product?
Easy to use interface
Ability to create customer reporting
Multiple tools for management purposes
Ability to create customer reporting
Multiple tools for management purposes
What do you dislike about the product?
Redial button should always be available after a call drops
There should be a longer wait for agents to input notes.
More filters to use when searching through call history
There should be a longer wait for agents to input notes.
More filters to use when searching through call history
What problems is the product solving and how is that benefiting you?
Reduced cost of improved customer experience
Incremental gross profit
Reduced contact center cost
Incremental gross profit
Reduced contact center cost
Recommendations to others considering the product:
It did not take long to understand the software as there is not much difficulty and everything is easy to follow. The function of MAX is also very nice, it is the main tool used by us to make calls and connect the team together.
By far the worst
What do you like best about the product?
I don't have anything good to say about it.
What do you dislike about the product?
Not sure if this related to just the technology. But, I'm constantly getting logged off by a supervisor, especially when in the middle of a call. As well as when I am trying to enter notes in the system after getting hung up on by a claimant. Calls are constantly dropped, hard to do your job when this happens.
What problems is the product solving and how is that benefiting you?
Nothing
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