Reporting is pretty awful within incontact. It's all manual and stuck in the early 2000s
Review by ElenaD1 month ago
I enjoy the ease and functionality of the products.
Review by Demainke1 month ago
I think that for the most part the platform is very user-friendly. However, there are times that customer service is lacking and could use improvement. I have had some issues that take weeks upon weeks to resolve and I have to explain the issue over and over again to each new rep. Although, my most recent interaction with the CS team was very pleasant.
Review by Wolfye1 month ago
Communication of upgrades, issues, outages, etc. has been top notch. I never have to wonder what the status of the software is.
Review by HKrisztina1 month ago
We are a corporate office with over 100 employees.
Support is efficient and helpful.
Service incidents sometimes affect workflow.
Review by Alexiaolaru Hamidy1 month ago
Contact Center agent was very helpful in diagnosing our dialer issue and went above and beyond and was very thorough, and followed up the next day to check in.
Review by Shathiso Derrow1 month ago
I've managed 4 call centers that used NICE inContact. I'm a big fan the platform - I've always found it to be powerful, flexible and generally intuitive. I'm a bit of a data nerd, and I've been happy with the custom reporting tools in the platform. I recently accepted a position with a company that is about to implement the NICE inContact workforce optimization, quality management and IVR solutions. The investment in the NICE inContact platform was one of the things that attracted me to the company.
Review by TMTherion1 month ago
Leader in Voice IVR, Natural Lang, Quality, Analytics, WFM and Chat. System still needs maturing of the email and work item flows. Development and Administration portals could be more inclusive with the ability to access server logs and databases.
Review by MannyH1 month ago
It works however may benefit from a revision to it's WFM UX and UI.
Review by SaschaW1 month ago
the phone/contact system itself is easy to use from an agent and supervisor standpoint. Performance is an issue for us. The system slows down almost every day for most agents, making it necessary for them to log out and back in, sometimes multiple times. Support is sometimes less than effective with the issues we have had. The resolution is slow. Cases have been closed due to no response within 24 hours (when my out of office message was turned on).
Review by Doodlebug1 month ago
The IEX platform is very clunky and the InContact portion is difficult to provide easily parsed reports. Overall, I like the systems, I just wish they were simpler to use.
Review by TheresaN1 month ago
We had issues of agents not logging being able to log in and we couldn't take patient calls for an hour.
Review by Jameisha1 month ago
The software is stable, and the customer service is top notch whenever I have had an issue.
Review by Hens1 month ago
Overall our experience has been great when interacting with the team and platform. Unfortunately, the only area the product falls short on is downtime.
There seems to almost be a monthly occurrence that there is a production impacting event that will slow down productivity or bring it to a halt.
The reporting is also very limited. There may be a lot of options when it comes to reporting but some very basic functions like transferred calls is very hard to get a good report on.
Review by Emgpokehate2 months ago
inContact was not a good product for us. The agents had to restart the platform almost daily. The phones would freeze up while we were talking to clients. Agents could not hear clients, clients could not hear agents. When we contacted support, the answer was "is it still happening? and they would close the case. My Account Rep was great, I enjoyed working with him but the product and support was horrible.
Review by Postel Derrow2 months ago
Works excellently when all things are going well.
Review by Finla Tcarenko2 months ago
Uptivity provides continuous support for our hospital and the call center staff. Excellent job
Review by Danela Krokå2 months ago
Customer service is severely lacking.
Review by DeColes Heffler2 months ago
Best decision! We had a tough time with transitioning to NICE inContact but once up and running it has been fantastic. I can't speak highly enough of our salesperson. She intervened at critical points in the transition. I would recommend the service. It's made a world of difference in our call center for the past 18 months.
Review by Kerstina2 months ago
We just went go live with NICE inContact in July and it has been a very positive experience. The specialists are very happy with the new system as well as the quality team and management. There have not been any issues with call routing and we all love the new reporting and dashboards!
Review by Guiem2 months ago
Still need to work out some of the bugs, but it's getting better every day.
Review by Olukayode Ogunyanwo2 months ago
robust contact center solution
Review by Renell2 months ago
Pretty much the industry standard. I miss database access that On Premises offered and look forward to having that kind of query ability back On Cloud.
Review by Klynelle2 months ago
Great responsiveness from support. Pricing can be a bit spendy, but no doubt they offer the best contact center management platform!
Review by Jrtodd Derrow2 months ago
Overall, seems like a good medium for customers and partners to share & exchange helpful information. I need to make an effort to integrate it more into my daily routine.