NICE inContactReviews of niceincontact.com

From a user's point of view using the agent console, InContact is very easy to learn and navigate through. You can change your state instantly, allowing you to go into an Available state to take calls at a click of a button or go into an Unavailable state to work on administrative work. There is tons of customization available to fit a wide variety of needs. Some of the features allow room for improvement, but otherwise it is an all around solid service.

Since I have started with this Incontact and learned how it works and the features that it comes with i have had no issues with this Software. One thing that I really like is you can create your own page and and organize it to your liking. I also really like that you can see if someone is in dispo, auto wrap and on a call or available it makes it a little easier to do your management job. thank you

NICE is a great platform for especially work from home agents; as it allows you the ability to use one system to both log into work and complete emails/chats/phone calls simultaneously. Instead of having several different systems that you have to log into in order to complete different types of contacts, NICE allows you to handle these all via one system! I also really like the integrated softphone feature now available with MAX agent, as it allows remote employees to handle phone calls without the hassle of a dedicated phone line... which equals greater flexibility. The dashboard/Central is also a very helpful feature, as you can not only view incoming or outgoing calls, but can also see which of your teammates are logged in and their status. Overall review... NICE is an easy to learn platform which allows employees to multitask and be more efficient during their shift.

InContact provides our necessary call taking infrastructure. It does have some great features that make gathering employee and call taking information easier, but also suffers from setbacks in terms of reliability. We have recently begun using a new feature, My Zone, that has many shortcomings that has us debating its overall usefulness to insuring quality, though InContact's team has assured us they will be improving it for the next update. Different issues have come and gone over time, but generally the service does provide us with the means to take calls for our clients, and keep a record of our operations.

NICE Incontact Going to start this off by saying that Incontact is a useful tool to have for any Business. It has many useful tools to assist you and make your job a little bit easier. For Example, The prebuilt contact history report is super useful when trying to find a call. You can search for the call numerous ways. Such as, Contact Id, Media type (call, chat, email etc.) Agent Name and Skill just to name a few. From there it's super easy to find what you are looking for and move on with your tasks. My Favorite Part would be the Dashboard. It is super helpful that you can sort it many different ways. You can sort by State (Available, Auto wrap etc.) Name in Alphabetical order, Time and more. It is Very simple to use and very easy to understand. I think it is great that you can have as many or as few things on your dashboard, Depending on what best fits you! Being able to see many things at once is very useful to me as I can take one glance and see everything I need to see all in one place. That way you are not having to flip through many different tabs. I would Recommend taking a look at Incontact and see if it works for you.

inContact makes things easy, automated and simple. By allowing us to manage all our agents under one system, but keep them on their separate "teams" minimizes the systems and logins required to manage multiple teams with different responsibilities, policies, procedures and more - saving us time, money and a lot of effort! With new services and features always being released by inContact, this allows us to stay competitive and have more features for managing our agents through.

support difficult after implementation issues.

Just okay but lacks something.... We switched to this phone system a little over a year ago and are not happy with it. Over complicated, feels as though a newer system was built right over the top of an older system. Troubleshooting is quick but I have had to call and get items corrected more times that I would want to and more times than I had to with our old phone system. Also being charged $75 every 15mins of talking to someone about my account is crazy after the thousands of dollars we spend already.