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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.
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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.
One stop shop for business integration!!!
What do you like best about the product?
I love the fact that you can use in contact as a call center option with auto answer if you want. This makes it possible for you to use less time converting calls so you can answer more calls. I also like the fact you can add contacts to your list that you may need to save right there while your on the call. Another thing I really enjoy is you can customize the look, feel and sounds of the phone system. You can out any type of ringer and back ground. I also like that you can integrate with other software like simple pledge script.
What do you dislike about the product?
I dislike that individuals can not customize their phone to their comfort for instance if I want to walk away from my computer in between calls and I have a bluetooth headset on, I want to be able to press a button on my headset to answer it instead of running to the computer when it rings to hit a button on the screen. In return that can make you miss the call because it took to long to pick up. I dislike also that you have to be the company to modify your settings and make them work like you want them to.
What problems is the product solving and how is that benefiting you?
I am solving having call barriers for different clients. All my clients have different needs meant for call handling. NICE Incontact makes all aspects doable for all individuals.
Recommendations to others considering the product:
Highly recommend!! This is amazing software for all your call center needs!!
Its Good Tool, however it can be more better
What do you like best about the product?
reports customization is user friendly and the format of the reports is also good
What do you dislike about the product?
Report number are not matching when you extract the number by interval and by day for the same date.
What problems is the product solving and how is that benefiting you?
Custom reports reduces lots of time and efforts also cost efficient.
Recommendations to others considering the product:
yes i can advice
Use in conjunction with Ring Central
What do you like best about the product?
It has an easy layout to use. user friendly
What do you dislike about the product?
There is a very short time out period. We use it with a physical desk phone so there can be periods of time where we don;t go into the app and in errors out requiring us to close it out and relog in.
What problems is the product solving and how is that benefiting you?
With the current work climate very unsteady and switching from onsite to remote work, It has made out job simpler without losing quality.
Create own window
What do you like best about the product?
Agent Skilling is best part NICE INcontact
What do you dislike about the product?
I don dislike NICE Incontact, Better then other application
What problems is the product solving and how is that benefiting you?
Not facing any problem yet.
Recommendations to others considering the product:
Skilling in NICE In contact is easy and no need to open multiple window, We can create own window for different process
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