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Easy to use Platform
What do you like best about the product?
It is very easy to navigate. It does not require a lot of training to be able to use daily. easy to self guide your way through the program. Overall its a great system and has prevented a lot of headaches as a whole. Our previous system was constantly crashing or having outages causing many issues as a result. I like that is easy for any agent to quickly jump in and begin using the system also.
What do you dislike about the product?
System crashes and times out pretty often. I wish it was set up to auto-populate accounts in the OMS with the caller information. if you are just sitting in support status it also frequently times out and requires reloading. which ends up being a hassle. there is a lot of audio issues though also. we are constantly only getting one way audio and having to waste time repeatedly attempting to call more than once for both parties to be able to hear each other. Also have frequent issues or reports of calls just dropping shortly after connection.
What problems is the product solving and how is that benefiting you?
System crashes and times out pretty often, which it was set to auto pop customer information when the call comes in
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Its clean and very functional
What do you like best about the product?
How easy it is to use and it has some of the best features for small call centers
What do you dislike about the product?
I will say it does have its bugs and tends to crash more often than it should.
What problems is the product solving and how is that benefiting you?
Its the best solution for our call center. I am able to track and mange the entire team from one place.
NICE InContact Review
What do you like best about the product?
Overall usage of program is easy once you know ho to navigate through it.
What do you dislike about the product?
If it crashes it will take a while for it to come back so access will all depend on who is handling the problem
What problems is the product solving and how is that benefiting you?
Easier way to handle business related issues
Good idea, but constant technical problems
What do you like best about the product?
I like that it functions as a real phone with many useful shortcuts.
What do you dislike about the product?
I dislike that it crashes almost every other day. I have to constantly refresh my page and log out of nice for it to work. sometimes it's multiple times in a day.
What problems is the product solving and how is that benefiting you?
being able to easily contact other departments and stores across the country.
Recommendations to others considering the product:
Don't be alarmed when it tops working, it happens all the time
THE FUTURE OF BUSINESS COMMUNICATION
What do you like best about the product?
Having every communication feature localized in one spot.
What do you dislike about the product?
It took a little getting used tom but the learning curve was quick and worth it.
What problems is the product solving and how is that benefiting you?
I am able to create time by working and communicating more efficiently.
Communication at a touch!
What do you like best about the product?
As a new user, it has been extremely easy to learn and understand. Transitioning into daily use was a breeze
What do you dislike about the product?
Requires signing in a few times throughout the day which can be an inconvenience at times but overall not a deal breaker
What problems is the product solving and how is that benefiting you?
Solving productivity issues by keeping the team in touch, in real time to better understand the level of work flow needed to stay ahead
Working perfectly
What do you like best about the product?
The call quality is better than the other tools
What do you dislike about the product?
Sometimes it crashes to do unknown issues
What problems is the product solving and how is that benefiting you?
We are able to receive and make calls with one click
Recommendations to others considering the product:
It is easy to use, has non complicated tools
Great Dashboard to view the status of your teammembers
What do you like best about the product?
The InContact dashboard has a great set of counters and views to show all details of your team(s) and their members. There are real-time counters as well as historical.
It's very easy to create your own dashboard with the counters and views that are important for your daily tasks.
For example: An overview of your direct team members and their phone statuses, the total service level of incoming/refused phone calls, the cumulative performance of the team. The latter shows the total time of each status.
It's very easy to create your own dashboard with the counters and views that are important for your daily tasks.
For example: An overview of your direct team members and their phone statuses, the total service level of incoming/refused phone calls, the cumulative performance of the team. The latter shows the total time of each status.
What do you dislike about the product?
Only 1 thing to mention and that is the time out of this page before the account is logged out. As far as I can see this is not configurable and the default timeout is too short. During the day I need to re-login several times.
Besides of that, no other dislikes.
Besides of that, no other dislikes.
What problems is the product solving and how is that benefiting you?
The dashboard is used by each of our team member to view if enough people are online to accept customer calls.
Also we have a good overview of the service level each day. Our goal is 0 refused calls and 100% service level. This is becoming a sport for the team and is helping the customers to reach us easily.
Also we have a good overview of the service level each day. Our goal is 0 refused calls and 100% service level. This is becoming a sport for the team and is helping the customers to reach us easily.
Recommendations to others considering the product:
Certainly a product to review and test when looking for such a solution. Easy to use and shows lots of useful data for managers and also team members.
Not what it was
What do you like best about the product?
The dashboards are easy to read and easy to set agents up
What do you dislike about the product?
When there is an issue it is very difficult to get momentum to fix the problem.
What problems is the product solving and how is that benefiting you?
Able to dial more efficiently than old system.
Recommendations to others considering the product:
Set up was difficult. Unclear directions when you have questions.
Outstanding
What do you like best about the product?
The way it handles calls and the ability to search them, plus we use it for feedback. A very reliable tool for call centers to do monitoring and provide feedback to our agents. Make reports from it and do our skeps for our agents. This app is good for all of us coaches, supervisors, agents, PDS, QA and all of our managements teams.
What do you dislike about the product?
Sometimes it is a little bit slow, but besides that all good and a very reliable app with minor improvements. Excellent tool for our usage daily and will be good to improve the loading time of the application.
What problems is the product solving and how is that benefiting you?
Escalation, feedback, monitoring, live monitoring, instant feedback. Many benefits for us in our daily routine and improving ourselves and our agents to grow as a company and improve personally. A perfect app for coaches, supervisors, agents.
Recommendations to others considering the product:
Very reliable tool, easy to use, fast, easy to do monitoring, and instant feedback. I will recommend an app for everyone that used it for all monitoring calls or do reports because it is easy to find the info we require to do the reports, escalation, provide feedback too.
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