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Modern system with a lot of very old issues
What do you like best about the product?
In comparison to talkdesk the dashboards are cleaner.
It does not require additional software installed.
Users are in the unavailable state by default which prevents calls coming in when logging in.
Noise and echo rejections are pretty good.
The dashboard helps our managers to see our performance at a glance.
When it works the call quality is great.
It does not require additional software installed.
Users are in the unavailable state by default which prevents calls coming in when logging in.
Noise and echo rejections are pretty good.
The dashboard helps our managers to see our performance at a glance.
When it works the call quality is great.
What do you dislike about the product?
There are massive amounts of problems:
All agents are getting removed from the queues and kicked out of the program without any apparent reason.
Sometimes there is no call sound.
Sometimes the pickup button does not work and doesn't allow us to pick up the call.
Transfers are dropping the calls and leaving the agents involved in the transfer in a limbo state where they are in the transfer and they are not - at the same time.
Call sound is getting bugged when using multiple tabs open causing a wall of pinging noise.
Poping the call widget out of the original tab works but closing that tab during work causes the call pop up to also close which in the end causes the call to drop out.
UI is looking outdated. Buttons are small and hard to click and see.
We are unable to change the our input or output volume or the input/output device.
We can't set the incoming noise audio device to a speaker making us wear headphones at all time.
All agents are getting removed from the queues and kicked out of the program without any apparent reason.
Sometimes there is no call sound.
Sometimes the pickup button does not work and doesn't allow us to pick up the call.
Transfers are dropping the calls and leaving the agents involved in the transfer in a limbo state where they are in the transfer and they are not - at the same time.
Call sound is getting bugged when using multiple tabs open causing a wall of pinging noise.
Poping the call widget out of the original tab works but closing that tab during work causes the call pop up to also close which in the end causes the call to drop out.
UI is looking outdated. Buttons are small and hard to click and see.
We are unable to change the our input or output volume or the input/output device.
We can't set the incoming noise audio device to a speaker making us wear headphones at all time.
What problems is the product solving and how is that benefiting you?
It solves the problem where we have to play spelling games with our international clients, no need to spell out your name if nice remembers you!
Recommendations to others considering the product:
If you need a system that's easy to implement and to start working with Nice probably is something for you.
If you need something that's reliable - look elsewhere.
If you need something that's reliable - look elsewhere.
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Having some issues but the program is good
What do you like best about the product?
I like that you can see the reports of all the data. I like that you can see how many calls you get, how many are refused, transferred, etc. You can see the working rate, so how long someone has been offline, etc.
I like that the calls are recorded so you can go back and listen for any quality assurance issues.
I like that the calls are recorded so you can go back and listen for any quality assurance issues.
What do you dislike about the product?
The call quality has been pretty poor and there are a lot of lagging issues. Sometimes when a call comes through, I find there are long pauses and then we talk over each other. I feel this is NOT good for customer service as it makes us look incompetent.
I also don't like that when you get a phone call, there is no pop up. There should be the launch window that pops up on your screen when you get a call so you can see who is calling rather than trying to find the window that has that info in it.
I also don't like that when you get a phone call, there is no pop up. There should be the launch window that pops up on your screen when you get a call so you can see who is calling rather than trying to find the window that has that info in it.
What problems is the product solving and how is that benefiting you?
Just being more responsive and quick to the phone rather than letting calls go to voicemail. I like that the calls are recorded so if we are having a customer service issue, we can go back and listen to the calls.
I think it just adds more ownership and responsibility on us as we each get separate phone calls rather that just both phones ringing and us waiting for someone else to answer it.
I think it just adds more ownership and responsibility on us as we each get separate phone calls rather that just both phones ringing and us waiting for someone else to answer it.
Recommendations to others considering the product:
Make sure your phone company has all of their duck in a row and you have no call quality issues on your lines.
EXCELLENT SERVICE
What do you like best about the product?
It's easy to monitor calls,listen to recorded calls as well as navigate
What do you dislike about the product?
The timeout is too short.. We need a longer time span more than 2 hours..
What problems is the product solving and how is that benefiting you?
When I'm taking over a call without dropping the call.
Seemless Integration and Connectivity
What do you like best about the product?
NICE inContact's user interface is very easy to use and it provides the needed functionality for our company allowing various outgoing number options.
What do you dislike about the product?
Least thing to like about inContact is that, not so often but it it doesn't disconnect at times and freezes to reconnect unless you close and re-open the agent window.
What problems is the product solving and how is that benefiting you?
Easily being able to view your voicemails right away as well having options to set dispositions for calls to easily revert back to if needed.
Daily User
What do you like best about the product?
That I can see all of the Reps online...
What do you dislike about the product?
That the line disconnects when they are on the phone
What problems is the product solving and how is that benefiting you?
Phone call coming in from providers. That the call can be transferred and that I can stay on and listen if needed
Recommendations to others considering the product:
Make sure to have the right internet service to support your connection
Great phone software!
What do you like best about the product?
Can login from anywhere and access the call queue. The software is very intuitive to use. It can be picked up by new employees very quickly and is definitely designed with the user in mind. Working remote this software very easy to get work done while at home. The calls can be answered on my cell phone or on my laptop which is very handy
What do you dislike about the product?
It works great and rarely crashes im not sure what to dislike. It may be because i do not know how but access a call history and a list of the numbers that called you to reach back out is harder than it should be. Also wished when i dialed out the caller ID on the other end would show as the call que # and not our direct lines. it causes issues when people call you back and they use your directly line instead of the que
What problems is the product solving and how is that benefiting you?
Easy to see what agents are available and to know when people are available. Makes it very easy to make sure every customer calls are answered in a timely manner. Also being able to transfer by name & extension is very helpful. Not having to have a list of everyone's extension on my desk is probably my favorite part. especially when you have 300+ extensions you use
Recommendations to others considering the product:
Works fantastic I would definitely recommend it. I have used other call center software at past jobs and we had constant phone outages. Never had this issue with in contact
The most reliable program you will ever use.
What do you like best about the product?
We rarely have issues with this our phones, but when we do they are fixed very quickly. It is extremely easy to use and they are frequently updating to prevent bugs. I like that you can see a report of how many calls have been taken/missed and they send a report of your service level monthly. The address book that is built-in makes it easy to dial out to anybody in the organization by just typing a name. I use this program every day, so I like that there is an option for this to log in automatically every morning without me having to sign in daily.
What do you dislike about the product?
There are times that the program will freeze. The "History" or call log is not always accurate. So, if you forget to write down a phone number or get disconnected, you might not be able to locate the number that just called you or the number you just dialed out. I wish there was more customization with phones. For example, more ringtones or a more aesthetic appearance or theme, but that is just a preference.
What problems is the product solving and how is that benefiting you?
We are able to grade our "customer service" with NICE inContact. As a whole team, we are able to use the reports to measure how long we are on the phone, how many calls we have missed, and the call volume of each individual group to see if we need to balance a workload. I also like that the program will show who is available on the team you work with. This is helpful when I have a customer on the phone who needs to speak to a specific person. I can quickly check the page to see if my coworkers are unavailable in a meeting.lunch or a break!
Recommendations to others considering the product:
This program is everything you need for your business. I would really recommend NICE inContact if you are facing issues with customer service goals. The visibilibity it gives to the members of your team will give them motivation to do better and also gives visibility to supervisors/managers on where the energy should be focused.
InContact experience
What do you like best about the product?
The operational monitoring is an excellent tool.
What do you dislike about the product?
Seems to log off after a small period of time.
What problems is the product solving and how is that benefiting you?
Tracking hold and available times for our service desk.
Nice In Contact
What do you like best about the product?
It is very user friendly. It is easy to make and accept calls I like being able track calls within the program.
What do you dislike about the product?
there is a little delay when speaking with patients about 3-4 seconds so on occasion you can talk over a person not realizing the reason they don't respond so quickly is due to that delay.
What problems is the product solving and how is that benefiting you?
it is eliminating the need to have two programs to accept and make calls and one for tracking. The benefit is that it is a one stop application for your calling needs.
Recommendations to others considering the product:
It is a easy to use system has been wonderful for our team.
It's easy to use, quality always keeps up and after an year of working with it, no major issues.
What do you like best about the product?
I like that it loads quickly and bugless. It doesn't cause any delays and makes operations smoothly. Also, when used for corporations, it makes easier to find colleagues by names instead of dialing up their numbers separately (good phonebook). It's a really good tool to log the data, have some basic statistics at hand and in general, it tracks a performance really well, both for managers and for self development.
What do you dislike about the product?
The outlook of it could be changed a bit. In my opinion, it looks a bit old style and could use some nice tuning here and there. The tool is good for the reporting, however , I believe that the modifying the looks would make reportable data more visible and would look better and more attractable for clients of Nice InContact.
I personally like it but I'm also used to it, so for newer users, I am guessing it would be more attractive for them to see nicer outlook of the program.
I personally like it but I'm also used to it, so for newer users, I am guessing it would be more attractive for them to see nicer outlook of the program.
What problems is the product solving and how is that benefiting you?
I solve customer service related issues, giving them a call is definitely a faster way.
Due to the work specifics, we deal with importing and exporting goods, data entry and some part of accounting as well.
Many times, the urgency of the businesses we deal with is really high, thus having a call system helps a lot to solve issues immediately.
Due to the work specifics, we deal with importing and exporting goods, data entry and some part of accounting as well.
Many times, the urgency of the businesses we deal with is really high, thus having a call system helps a lot to solve issues immediately.
Recommendations to others considering the product:
I would recommend it since it's a nice tool to have with lots of options that could be implemented. It's nice for managers as well as employees to have a thorough view of the stats.
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