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User review of NICE inContact

Cloud Based solutoion that meets our needs

- by Andres

USER SATISFACTION

RECOMMENDATION
7 out of 7
Definitely
COST EFFICENCY
7out of 7
Superb
OVERALL IMPRESSION
5out of 5
amazing
EASE OF USE
5out of 5
amazing
CUSTOMER SUPPORT
5out of 5
amazing

PROS & CONS

What are the best aspects of this product?

I like that it doesn’t require maintaining own hardware and knowing that iNContact constantly upgrades the software and ensures lot of location redundancies. But the best thing about it is its care for the customers. I’m happy that I know to do lot of things with this tool like allowing the scripting platform to take a look at the incoming phone numbers and route them based on the place.

What aspects are problematic or could work better?

I cannot drag and drop a call from a dashboard. When we have call that is on hold and we don’t have specific agent available with specifc skill it takes few clicks away in order to get that skill assigned to someone else available.

What specific problems in your company were solved by this product?

It helps us to scale our business and to handle huge amount of traffic by using this software. We bought new WFO software and we will start testing it soon.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I use it myself

How long have you been using this product?

1-3 years

COMPANY DETAILS

What is your company size?

More than 100 Employees

What is your industry?

Telecommunications

USAGE & IMPLEMENTATION

How many people in your company actively use this product?

several employees

PRICING & COSTS

How long is your contract with the vendor?

Less than 1 year

FEATURE DETAILS

No information provided by the reviewer.