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Amazing and quick to learn how to use nothing complicated at all
What do you like best about the product?
Easy to use and love using it never a glitch or a issue
What do you dislike about the product?
This application is amazing nothing wrong with this application
What problems is the product solving and how is that benefiting you?
Getting in contact with people and getting work done fast
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InContact requires additional features
What do you like best about the product?
Different dashboards can be created and agents can be grouped based on their skills. It is easy to change skills proficiency and to add/remove skills.
What do you dislike about the product?
We cannot change the status of agents and InContact should have an in-built jive like feature that allows agents to answer calls without having a hard phone or GoTo Jive installed separately. Sometimes the dashboards do not refresh by themselves.
What problems is the product solving and how is that benefiting you?
It helps us to manage the calls in queue and skill agents according to that
Recommendations to others considering the product:
It is very user-friendly and easy to navigate. Makes tracking agents and call flow easy
Naughty or NICE
What do you like best about the product?
I like the communication with their customer base. Involving their users in the design, and functionality of the tools and systems during development. The phone agent updates have been a nice improvement. They seem to happen often.
What do you dislike about the product?
I feel there can be simple changes within the system to allow for a more friendly user experience. More flexibility when managing your dashboard such as placement of metrics. The snapping of the metrics is difficult to deal with. Also allowing me to save the placement after logging off and back on.
What problems is the product solving and how is that benefiting you?
We are able to clearly watch and manage our team and their performance. Customization within certain respects for what options are available with setting up skills built for our needs.
An overall good solution for inbound phone and email contacts, clunky interface and mediocre uptime
What do you like best about the product?
Call features like number forwarding, holds, and transfers work well for the most part. It is easy to see what other agents are doing and communicate with them. From an administrative perspective, there is a lot of customization available for call and agent weighting. It is a mailable solution that can meet a wide variety of needs.
What do you dislike about the product?
The agent interface can be confusing and unresponsive at times. Getting a new user spun up on the product can take a long time depending on the company configuration. It seems that at least once a month, there is a service outage that affects our company.
What problems is the product solving and how is that benefiting you?
We are able to route calls and emails to the appropriate resource so issues are solved on first touch. The benefits are that our engineers are able to work on problems within their skillset and aren't spinning wheels on something that they are not equipped to handle. A major problem that has been solved is regional issues are now routed to a team member who is familiar with the inbound contact which is beneficial for both parties.
Recommendations to others considering the product:
The product is very mailable, but takes time to properly configure. Give a trial a chance to see if it is right for you first.
I think its a good program it is easy handle but sometimes ir gor stocked an have to closed
What do you like best about the product?
The mos helpful is the optios that we got the diferent status and cam make calls easy and also saves the numbers and info
What do you dislike about the product?
It got disconected a lot of time during the day and we got to be careful about that
What problems is the product solving and how is that benefiting you?
That is easy to handle its helpful that saves numbers an info numbers froms previews calls that are really important due that we need to make call backs
Recommendations to others considering the product:
Try to know the system so will be easy to handle
User Friendly and Easy to Use
What do you like best about the product?
WHat I find most helpful with InContact is that to navigate through the drop downs with designated portions for time keeping with my employer has always been a breeze and to be able to take calls with them either through my PC or fowarded to my cell its a simple process and I don't even need to download any back up programs to support it with my phone.
What do you dislike about the product?
It's rare that it ever occurs but there have been occasional issues where even with an ethernet connection sometimes the calls can be fuzzy but the issues are far and few inbetween.
What problems is the product solving and how is that benefiting you?
NICE helps eliminate any secondary time keeping programs and helps keep me from cluttering my pc system with unnecessary programs. IT also helps communicate remotely as far as my status is with work so that way there is a log of my activity while working remotely.
Recommendations to others considering the product:
This is great for keeping track of staff members especially in a high volume or work from home setting, also great for time keeping as it logs each sign in/out, as well as status such as scheduled/unscheduled breaks, training, meetings etc.
Good tool to take inbound calls
What do you like best about the product?
It is very simple to use and very simple to log in
What do you dislike about the product?
The agent leg disconnects very often and you have to reopen
What problems is the product solving and how is that benefiting you?
Taking inbound calls from our cx and making outbound to solve issues
Recommendations to others considering the product:
Try it out
Love this user friendly platform! Incredibly easy to navigate!
What do you like best about the product?
How user friendly it is. It was extremely easy to learn how to use!
What do you dislike about the product?
Random error messages that pop of from time to time
What problems is the product solving and how is that benefiting you?
Customer Service, being able to connect so easily with minimal issues.
IT's a good app
What do you like best about the product?
In general it is very useful for this area of work, it helps you easily communicate and assist people in need. It is very fast and easy to use
What do you dislike about the product?
Sometimes the leg disconnects constantly
What problems is the product solving and how is that benefiting you?
It is useful to help customers solve their issues with their products.
It is fast and easy to use
It is fast and easy to use
Recommendations to others considering the product:
It's a great app, very useful
Nice is nice
What do you like best about the product?
I like how I'm able to see the queue and the reporting.
I like to see how many clients are in queue. It gives us transparency into how busy we are and helps us deal with time management better. It also gives us a sense of how people are using their time.
I like how I can also stack codes. Usually after each call I only get a short time to log notes and do after call work but by being able to stack right after my after call work is done then I get rtransitioned seamlessly to get more after call time to do follow ups, etc. This way I'm not as rush ed and I can also catch my breath between calls.
I also like the built in report on the Incontact Salesforce thingy where I can track how I spent my day so I can be aware if I'm hitting my productivity numbers. I also like how I can see how many calls I took compared to the team. That really motivates me.
I like to see how many clients are in queue. It gives us transparency into how busy we are and helps us deal with time management better. It also gives us a sense of how people are using their time.
I like how I can also stack codes. Usually after each call I only get a short time to log notes and do after call work but by being able to stack right after my after call work is done then I get rtransitioned seamlessly to get more after call time to do follow ups, etc. This way I'm not as rush ed and I can also catch my breath between calls.
I also like the built in report on the Incontact Salesforce thingy where I can track how I spent my day so I can be aware if I'm hitting my productivity numbers. I also like how I can see how many calls I took compared to the team. That really motivates me.
What do you dislike about the product?
Sometimes, it freezes up and then I can't change my status. This means I may get a call right after I'm done with one. Or it may mean I may not be able to go to a meeting on time because another call just comes right through.
We also had some issues in department of refused calls and dropped call and dead air. howver the goo thing is each time we had this issue incontact was very quick to fix it.
We also had some issues in department of refused calls and dropped call and dead air. howver the goo thing is each time we had this issue incontact was very quick to fix it.
What problems is the product solving and how is that benefiting you?
I was able to do with time management. Like I can see what percent of day i was availabe vs busy. I also was able to see how many calls i took per day vs team so it makes me more motivated
also everyone ahve transpency to see calls in queue so you know when to put head down and take more calls
I also like how I can see what status someone else is in so it gives us more transperancy and we can also see who is next for a call. All very coo features.
It also allows our time managment team to know when to shift people.I also like how it measures our average speed of answer % so it motivates us.
It also allow us measure caller sentiment . It is so good.
also everyone ahve transpency to see calls in queue so you know when to put head down and take more calls
I also like how I can see what status someone else is in so it gives us more transperancy and we can also see who is next for a call. All very coo features.
It also allows our time managment team to know when to shift people.I also like how it measures our average speed of answer % so it motivates us.
It also allow us measure caller sentiment . It is so good.
Recommendations to others considering the product:
great love it. make sure good internet connection
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