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Nice Service
What do you like best about the product?
It shows the times the each has been waiting and has been used. Very easy to navigate.
What do you dislike about the product?
Using agent from telephone does not function same as soft phone.
What problems is the product solving and how is that benefiting you?
Agent can be difficult to use. Sometimes site crashes which makes it hard to use site.When rejecting a call I should be able to take the next call in the queue before seeing the same call. With time it will be a better. Easy to track productivity.
Recommendations to others considering the product:
Have a walkthrough of site before use.
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Great product and excellent customer service.
What do you like best about the product?
Besides the amazing customer service, I love the reporting features. Central has a nice dashboard to display queue and service levels. You have prebuilt reports and reports you can set up manually that can program on a schedule to automatically email you an excel or CSV file whenever you need it.
What do you dislike about the product?
It can get really complex and complicated quickly. They have several apps that use for different things. To change operating hours, for instance, is a different app in ACD and to handle users is a different app, to program the IVR is a separate app and reporting is a separate app. Switching between the different apps and the lag time is what I most do not like.
What problems is the product solving and how is that benefiting you?
With nice incontact, we're able to integrate our call center with a robust CRM for even more robust reporting and introduce much-needed efficiencies by creating a much better experience for the agent, the caller, the supervisor, and the manger. We've been able to focus on growth rather than fiddling with equipment to get it right.
Recommendations to others considering the product:
We have an assigned TAM that we can reach out to for help besides the service desk, which is very nice, however, you will need a dedicated person or team to manage this software if you want to get more out of it. Just one person would be fine, but I believe this individual sole purpose should be know this software inside and out.
NICE CXone Review
What do you like best about the product?
An easily navigatable interface in terms of finding stats.
What do you dislike about the product?
More customization options for monitoring different queues.
What problems is the product solving and how is that benefiting you?
Meeting demands for resolving customer needs.
Recommendations to others considering the product:
None at the moment
User Friendly - Easy to Navigate - a usefull tool
What do you like best about the product?
It is user friendly, easy to navigate, easy to learn. a very much needed tools for those who is working in BPO or company in BPO Call center
What do you dislike about the product?
None. Everything works fine. East to navigate, dashboard was usefull
What problems is the product solving and how is that benefiting you?
you get to see the volume of call, graphics for analysis is well created as well
Recommendations to others considering the product:
Its a must tools
NICE inContact: efficient, intuitive, user-friendly
What do you like best about the product?
Learning to use the NICE inContact system was not very difficult or overly time-consuming. The icons provide the user with some reference to its functionality despite the lack of a title or name for the icon. Once the user is accustom to how to navigate the system, the system provides many valuable tools.
What do you dislike about the product?
Initially, the system was difficult to navigate because none of the icons were labeled. One had to learn the function of each icon by trial and error. When hovering over the icon there is a one or two word name for the icon; however, I believe it would be easier for new users to see the name directly beneath the icon and instead of having the name displayed when hovering over the icon there can be brief description of the information that can be found with that icon. Another suggestion I have is for the contacts history icon and the information displayed in the list of previous contacts. Currently, the information displayed in the contacts list is the phone number. If there is an account that a user needs to refer back to and there isn't an account number, then the user may have some difficulty locating that account. Having the account number displayed would be useful in referencing previous accounts.
What problems is the product solving and how is that benefiting you?
Using NICE inContact allows me to supervise my agents effectively by monitoring their calls, observing the amount of time spent in various auxiliary codes, and escalating calls when necessary. Closely monitoring agents allows me to provide real-time, one-on-one guidance and coaching. In addition, the system provides detailed information in a precise and easy to read format. For example, I use the system to keep track of agent behavior to develop performance improvement plans and identify specific indicators that may help an agent meet their goals for productivity.
Recommendations to others considering the product:
I would recommend to new user that they take the time to explore all of the systems functionality. Although it may take some time to learn how to use the new system, one is likely to find themselves working at a higher rate of productivity.
it's a grate tool to work with amazing
What do you like best about the product?
call quality and communication with our customers.
What do you dislike about the product?
when you press f5 by mistake and disconnect you from the call you at
What problems is the product solving and how is that benefiting you?
help solve our customers issue.
Improvement in how calls are handled
What do you like best about the product?
Call Recording accuracy and ease of transferring between departments
What do you dislike about the product?
There is a system error which causes emails to duplicate
What problems is the product solving and how is that benefiting you?
Call Handling time frames are problems that are being solved > The benefits so far have been the ease of transferring calls within departments and accuracy of login times
Recommendations to others considering the product:
Great too to track call type and issues. Also great at scheduling and adherence keeping. Good tool so far
I like the Nice InContact experience so far, but a few things could be smoother.
What do you like best about the product?
the user-friendly and ease of use aspect of it. One of my favorite things is when I miss a VM, nice incontact will automatically call me and playback the VM immediately after logging in. It allows me to reach out to the customers that I may have missed and that have questions.
What do you dislike about the product?
At times, Nice Incontact can be a little laggy. In my experience, sometimes I will try dialing out a number and then my cell won't ring and I get the typical "Agent no answer"
Other times when I'm outbound dialing, I'll just a "Busy" message with a red triangle and my call doesn't go forward as planned.
Other times when I'm outbound dialing, I'll just a "Busy" message with a red triangle and my call doesn't go forward as planned.
What problems is the product solving and how is that benefiting you?
NICE Incontact has allowed our inside sales team to remain connected and easily be able to transfer our customers to each other as needed when one team member answers a phone of another team member's customer. This has been very useful, especially during these virtual times.
It's great!
What do you like best about the product?
It's really fast and efficient, working with this plaftorm is great! In the company we work at we use this system and it helps us with a lot of support for our clients, the best thing about it it's also when a call comes in the system automatically opens the call and pops up the client information, like I was mentioning, it's great to have a platform that helps us with the clients really fast and gives us all the tools to provide customer service. I love working with this system and I love the company I work for, they make the greatest team.
What do you dislike about the product?
Somethimes it's a bit laggy but most of the time works great! The good thing is that we just report any issues to our manager and he gets in touch with you guys and it gets fixed really fast and easy.Sometimes it kicks me out but most of the time it works really nice.
What problems is the product solving and how is that benefiting you?
A lot of customer support issues, but like I've been saying, this system is a life saver, I am proud to mention that I use this platform, it's really easy to use, we handle a lot of customers that need our help and this is the perfect way to let them know that we are here for them, and this is the best way to let them know we care, with a fast and eay to use platform that can allow us to resolve their problems faster
Recommendations to others considering the product:
It's really good so far it's the first time I use a system that works very smooth and does not give me problems.
Has put us yet another step ahead.
What do you like best about the product?
Being able to see all of our callers/clients activity is what i enjoy most about NICE. Right when I answer a call, everything I need to know to help me do my job is right in front of me.
What do you dislike about the product?
Too many additional screens. We have dashboard, then also max agent and the customer pop.
What problems is the product solving and how is that benefiting you?
I am able to see if a client has already spoken with us, right when i answer a call. I am able to see any notes that have been entered in an files tied to the caller/client.
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