What is our primary use case?
I use this everyday for my job. I am a supervisor so i need to be able to keep my eye on things and make sure everything is going according to schedule. With NICE inContact, I am able to watch all of my coworkers and direct each one to what task they need to be doing. Giving the okay to break or lunch and seeing who is on the phone, this is all simpler and possible thanks to the "Agent List" that we have set up on our NICE inContact dashboard. You can have as many dashboards as you need. Each person can have their own or you can all use the same one, whatever works best for your company.
How has it helped my organization?
It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum.
What is most valuable?
The dashboard: It can keep an eye on more then one thing at once, which makes my job a little less stressful. I have many sections open everyday: Agent List, Call/Contact List, Service Level, and Queue Counter. The wonderful thing about this is that you can have as many or as few things on your dashboard as you want. You can adjust it to how you want and what makes it easier for you. I also like that there is a option to use an integrated Softphone. If you do not have a actual phone to use, this is very helpful.
What needs improvement?
I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended.
For how long have I used the solution?
What do I think about the stability of the solution?
Stability-wise, it is a 10 out of 10. I have never in three years been unable to do my job because of NICE inContact not working.
What do I think about the scalability of the solution?
It is simple to change your settings to what you need/want them to be.
How are customer service and technical support?
I personally have never had to reach out to their customer service or technical support.
Which solution did I use previously and why did I switch?
I have not used another platform.
How was the initial setup?
What about the implementation team?
I was not part of this process.
What's my experience with pricing, setup cost, and licensing?
This is not something that I take care of for my company.
Which other solutions did I evaluate?
I was not in charge of making the switch. My company started using NICE inContact before i started working here.
What other advice do I have?
If you are wondering if you or your company should use NICE inContact, I would suggest reaching out to them and asking for a demonstration. Totally worth it! It is super simple to use.
Which deployment model are you using for this solution?
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?