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I consider Nice inContact to be one of my most important programs
What do you like best about the product?
What I like best about the VCC is that I was able to connect it to my cell phone when I was sent home to work due to COVID-19. This system was an easy transition from my job to home. I consider Nice inContact to be one of my most important programs. I love that the program has a beginner-friendly system.
What do you dislike about the product?
Sometimes there is a connection issue but by pushing F5 it's quickly solved. When the system lags it causes the call not to be delivered. now that's the only issue I have with this system. when the call isn't delivered it looks like I'm not at my desk or have my phone when I'm working from home. but I am using a cell phone so I always have it near. what I think will help is if the system could refresh itself every so often or send out crash reports noting the error that caused the call not to come through. also if the system could just go to the voicemail of the number they called instead of being put out to the next available rep.
What problems is the product solving and how is that benefiting you?
NICE inContact Keeps me in touch with my customers. letting them know no matter the situation I am here to assist. It’s been such a pleasure working from home. The best benefit of the program is it helps my manager know the calls I take and make without having to ask me.
Recommendations to others considering the product:
If you looking to use a program that offers ease and functionbilty this is it. this is a user-friendly program for people who may or may not be tech-savvy.
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very easy to use and it almost never fails
What do you like best about the product?
the practicality that is to use it and it does not take long to get used to
What do you dislike about the product?
it is not compatible with my headset to answer calls automatically when putting it on
What problems is the product solving and how is that benefiting you?
i love that you only have to be connected to the internet to be able to use it no other systems are needed
Recommendations to others considering the product:
have a team expert using in contact for all the doubts that might come up
Wonderful Software! NICE inContact is very immersive for the workplace.
What do you like best about the product?
I love the feature that allows you to connect with colleagues with a click of a button. With covid going on and having to work from home it is extremely important.
What do you dislike about the product?
I really do hate how slow the software updates calls made... and production stats.
What problems is the product solving and how is that benefiting you?
Our company is able to be more connected than ever since COVID happened in March. In March we really didn't utilize a-lot of the softwares capabilities.
Recommendations to others considering the product:
Use this software it helps you get whatever you need to get done, finished.
Amazing Software
What do you like best about the product?
I have experience using similar software before but nothing compares to incontact. The software is super easy to use. The voice quality is excellent especially when making international calls. I would personally highly recommend using this software.
What do you dislike about the product?
There is nothing dislike about this product. 100% would recommend
What problems is the product solving and how is that benefiting you?
With the current pandemic, we are able to continue business using this phone software. Our city is currently in a lock down and so our store is currently only open for curbside pick up. We would advise customers to park outside and they would call us to let us know they are outside to pick up their order. inContact then notifies us when there is a call coming and we can speak to the customer with a touch of a button. This helps us follow social distance restrictions that our city has put in place to keep everyone safe.
We also receive many phone calls from other provinces and are able to fulfill long distant orders to be shipped out.
We also receive many phone calls from other provinces and are able to fulfill long distant orders to be shipped out.
Recommendations to others considering the product:
This is one of the best telecommunication softwares. Super easy to use.
Traininer
What do you like best about the product?
I love the ability to live listen to agent from anywhere and through my cell phone and that I do not have to download a call to listen to it.
What do you dislike about the product?
That the system is not able to distinquish between the 2 agents calls on the same recording.
What problems is the product solving and how is that benefiting you?
Live listening in real time allows me to fully assist my agents.
Based on the Requirement and present trend I will recommend Nice Incontact solution
What do you like best about the product?
flexibility and easy to use ,InContact teams approach to do continuous enhancement in the products to fulfill the requirement of the customer.
provide robust solution to all the needs for a customer related to any channel and seamless integration offering for external platform related e.g. CRM and SAP Service Now which will make easy for a customer to integrate the platform and turn around time is very less which will help customer to save cost and service ready for there customers which help to increase revenue for the customer.
provide robust solution to all the needs for a customer related to any channel and seamless integration offering for external platform related e.g. CRM and SAP Service Now which will make easy for a customer to integrate the platform and turn around time is very less which will help customer to save cost and service ready for there customers which help to increase revenue for the customer.
What do you dislike about the product?
outages needs to be get controlled and system needs to get stable when doing a enhancement of new release is pushed to the system.
For users or customer who migrated from legacy platform to inContact or customers who are not have vey high call volume and they can not sit for very long time put a headset for them there is a call refusal is very big issue i think there is still some improvement required the way agent leg connectivity happened and notification comes for incoming calls to the agents so it will help to reduce the call refusal and call drops.
For users or customer who migrated from legacy platform to inContact or customers who are not have vey high call volume and they can not sit for very long time put a headset for them there is a call refusal is very big issue i think there is still some improvement required the way agent leg connectivity happened and notification comes for incoming calls to the agents so it will help to reduce the call refusal and call drops.
What problems is the product solving and how is that benefiting you?
solving our end users problem by creating the flows in IVR channels based on the critical requirement by the customer.
Customer day to day enquiries related to there orders and product
increase efficiency of attending the call and getting feedback for the are of improvement related to our services and product can be achieved by using nice inContact platform
Customer day to day enquiries related to there orders and product
increase efficiency of attending the call and getting feedback for the are of improvement related to our services and product can be achieved by using nice inContact platform
Recommendations to others considering the product:
if some one is looking for a robust solution either for a small or Big organization please go ahead with Nice InContact solution as it is vey flexible and easy to use and system can be ready for end user use in very less time as compared to other platform
Making contact center easier
What do you like best about the product?
Softphones, reporting and support. Those are miles ahead of competitors that I worked with before. When it comes to reporting this is customizable like none other tool I have seen before - makes it really easy from WFM perspective. When it comes to support, the team is very helpful, and always ready to assist with every task.
Finally, the most important, soft phone - it is broadly used amongst contact center technology nowadays, however the one proposed by Nice is really easy to use, quite reliable and people tend to easily learn it, which is great.
Finally, the most important, soft phone - it is broadly used amongst contact center technology nowadays, however the one proposed by Nice is really easy to use, quite reliable and people tend to easily learn it, which is great.
What do you dislike about the product?
There are minor improvement points that Nice could still implement - like for example grouping skills for easier management, but overall the tool is improving continuously, which is promising.
What problems is the product solving and how is that benefiting you?
Nice is used as our telephony and saved our lives during Covid situation and work from home. Possibly, our contact centre would be closed otherwise as we used to work with tabletop phones.
When it comes to problem solving, I do not think there is any specific besides ACD. We are looking to implement more features like intelligent IVR or more different contact types within CX-One in the future. Then possibly I will have even more to say here.
When it comes to problem solving, I do not think there is any specific besides ACD. We are looking to implement more features like intelligent IVR or more different contact types within CX-One in the future. Then possibly I will have even more to say here.
Recommendations to others considering the product:
It is a great contact centre tool, that I can recommend easily and honestly. It is possibly the biggest upgrade I saw in my contact centre management career.
Good Contact Center Software with detailed reporting
What do you like best about the product?
It provides detailed reporting on contact history and staffing. When I use it in supervisor mode, I can see detailed report about the auxes from different staff and call details. Through contact history, we can listen to calls placed filtered by date of every staff in a team. It also has the auto dial and routing feature. It also has a very simple user interface which is requires no thorough training for beginners. It also is accessible through any device. It also has the dashboard which provides an initial view of the team's state.
What do you dislike about the product?
Nothing to dislike. Except maybe they can make a more intuitive user interface for their max incontact like reports or statistics. An associate role gives you nothing much but communicating.
What problems is the product solving and how is that benefiting you?
Contact point for our global clients. I see no problem with setting up the software. Receiving calls and calling back our clients became very easy with the help of this software. Transferring it to other talents is very easy as well. Being on a supervisor role also gives you the ability to listen to calls placed by the associates and it also makes reports which is very useful for the management.
Recommendations to others considering the product:
They should look at the reports generated by the application. It is very useful especially in management and QA
Financial Svcs Specialist
What do you like best about the product?
Incontact is a useful tool to connect with other departments, customers and create a good business environment.
What do you dislike about the product?
Sometimes is difficult to log in or to log in the agent, was having some issues 3-5 times per month. However was already fixed.
What problems is the product solving and how is that benefiting you?
The communication between departments and customer. Incontact have many options to create a warm transfer, conference calls and you can create charts to evaluate the team
Love InContact!
What do you like best about the product?
There's so many pros with this software. I'll list some:
1. Personal dialer (Make outbound calls within the program)
2. Different user codes (To change status)
3. Flexibility to the cloud
4. Reporting made simple (Call tracking, recording)
1. Personal dialer (Make outbound calls within the program)
2. Different user codes (To change status)
3. Flexibility to the cloud
4. Reporting made simple (Call tracking, recording)
What do you dislike about the product?
Reporting can come back ugly. They have sample reports you can choose from, but they're not straight forward at all. I don't know how to use them and they're hard to ingest. Need to simplify this.
What problems is the product solving and how is that benefiting you?
Solving the issue of call routing and time tracking with employees. With this I can see who is available, how long and how many calls have they taken. The benefits are call handling. I can basically see everything.
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