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Nic's Reliability and Ease of Use
What do you like best about the product?
Learning Nic was easy, there wasnt much of a learning curve going into their system. It calculates agent time rendered. And provides a lot of customization options which are always welcome. It is also transparent when it comes to the availability of fellow agents which is useful when it comes to keeping track and making note of the team's capability for the day. The reload option helps a lot because sometimes it does get stuck on the lower end of the network status bar and so click on Reload helps in refreshing the whole app. The fact that is is web, which means there is no need to install any sofftware into the pc. So long as you have credentials youll be able to login and do you job which is beneficial during this time when remote work is the ongoing trend
What do you dislike about the product?
Sometimes Nic tends to act up on network issues which can be quite a hassle for a time. At least, it used to. Lately, within the last three months, it had been consistent so far. I also notice that it tends to fluctuate often in terms of the network status and shows data that is yet to be updated in mine or my colleagues' Nic status.
What problems is the product solving and how is that benefiting you?
It helps me as an agent keep in track of my time more accurately, both the availability and unavailability which is alwasy useful when there is a possibility of dispute. When it comes to benefits, like i said before. the learning curve is not demanding and quite forgiving so adding in new people into the team to use Nic is not that big of an issue.
Recommendations to others considering the product:
More options in ringtones. Right now I can only select from a limited list which comprises of beeps that can be easy to miss. Hoping they can be longer.
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NICE CXone Review
What do you like best about the product?
User friendly when you use it, and that you could select what color scheme of the UI, and that you can generate reports in it as well for a better view of each employees status report, it gives you different status to choose from depending on what you're doing whether you need to call, bathroom break or unavailable
What do you dislike about the product?
What I don't like is that the ring is not that long and it's not that loud enough, because sometimes I can't hear the ringtone and sometimes it takes a couple of second before you could answer the call if you're not setup to auto-accept. In addition, you need to sometimes clear cache in order for it to function properly in the browser youre trying to access it. At times it takes a bit slow to load, im not sure if it's just my internet connection or if it's with the site
What problems is the product solving and how is that benefiting you?
sometimes the agent leg disconnects, what I normally do is that I log off then log back in to be reconnected. And sometimes it crashes but good thing is that it automatically fixes the issue at times. One of the benefits is that you can generate reports inside NIC to check the reliability of each and everyone by having a supervisors login, and you can check as well who's available and who's not
Recommendations to others considering the product:
Please try to increase the volume of the ringtone if someone calls, or try to prolong the ringtone of the call. And add more variations of ringtones.
InContact review
What do you like best about the product?
What I like best is that my coworkers can see when I am available or not and if I am not available they can see why. IE, if I am at lunch or a break. I also like that I can connect it to my personal phone but that when I make calls, people don't have my personal number.
What do you dislike about the product?
I dislike that sometimes it drops calls.
What problems is the product solving and how is that benefiting you?
I am solving the problem of not having an office like while working remote. With this, I have realized the benefit of connecting it to my personal number but when I make calls it looks like I am in the office.
A good system once you learn how to use it
What do you like best about the product?
How you can choose to log in with either your land line or mobile number
What do you dislike about the product?
not being able to make a call in After Call work status
What problems is the product solving and how is that benefiting you?
Unsure
Awesome platform!
What do you like best about the product?
I love how my team and I get the most out of it! Customers can hear us just fine!
What do you dislike about the product?
Nothing to dislike. The only suggestion that I would make is a better way of letting us know if a s line is "busy."
What problems is the product solving and how is that benefiting you?
The team and I used to have issues with numbers not being able to call out properly. InContact has rectified these issues for us!
Recommendations to others considering the product:
It's a slow start when you first use it, but once you get the hang of it you'll love it!
Review for NICE inContact
What do you like best about the product?
NICE inContact is a very good tool when it comes to calls and messaging from across all regions around the world. It is a user-friendly tool because we can navigate through it easily. We can also do calls inbound or outbound across the globe.
What do you dislike about the product?
I don't dislike anything regarding this tool
What problems is the product solving and how is that benefiting you?
The problem of communication between all countries. My company benefits from it because by using this tool, we can support our clients across all borders.
Recommendations to others considering the product:
You can consider using Nice incontact because it is a very good tool which you can use for supporting calls with your customers from across all countries in the world. You can do inbound or outbound calls using this application.
Ease of Use
What do you like best about the product?
I enjoy the ability to have multiple screens/dashboards open to keep an eye on multiple streams throughout the day.
What do you dislike about the product?
Some of the reporting, while very helpful, can be difficult to create.
What problems is the product solving and how is that benefiting you?
With InContact, we are able to see our CSR's real time, ensuring that our team is where they need to be and available to assist. It has improved our Customer Experience.
Recommendations to others considering the product:
Ensure that you are confident using the software.
Incontact
What do you like best about the product?
I like the softphones the best because they provide an quieter background.
What do you dislike about the product?
i do not like the fact that sometimes incontact does get stuck and freeze.
What problems is the product solving and how is that benefiting you?
The benefits is that we can log on to the computer using the incontact.
NICE integration with internal tools
What do you like best about the product?
Integration APIs are consistent and easy to use
Developers page provides compreensive help
Developers page provides compreensive help
What do you dislike about the product?
Restriction of browsers for MAX. It's only garanteed to work on Google Chrome, and maybe Internet Explorer.
What problems is the product solving and how is that benefiting you?
Integration with our Front Ends for our Call Center.
Import of reports in our MIS Solution
Import of reports in our MIS Solution
NICE inContact CXOne works great!
What do you like best about the product?
Reporting is very detailed and easy to create custom to your needs.
Gives us greater visibility into how our support agents are interacting with our customers. Integrates well with our systems and provides detailed reporting data. I especially like the prebuilt reports, templates and Analytics tools including the call recordings.
Gives us greater visibility into how our support agents are interacting with our customers. Integrates well with our systems and provides detailed reporting data. I especially like the prebuilt reports, templates and Analytics tools including the call recordings.
What do you dislike about the product?
There are some technical glitches with the site which causes the toolbars not to load consistently. The reporting and dashboards can be very busy and have a higher learning curve. It should be easier to create custom reports.
What problems is the product solving and how is that benefiting you?
Call center call routing and workflow.
Real-time management of queues and agents.
Deep dive into voice and chat interactions to identify customer pain points, trends and areas of improvement.
Real-time management of queues and agents.
Deep dive into voice and chat interactions to identify customer pain points, trends and areas of improvement.
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