InContact Is A Good Platform for Remote Employees
March 20, 2020
InContact Is A Good Platform for Remote Employees
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
NICE is currently being used across our entire organization, for several different branches of the business. It is a great platform for especially work from home agents; as it allows for 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 contacts but can also see which of your teammates are logged in and their status. If in a management position, the reporting features available are also invaluable for tracking and analyzing data on a daily/weekly/monthly basis.
Overall review... NICE is an easy to learn platform which allows users to multitask and be more efficient during their shift; as well as allowing for greater flexibility in hiring remote employees.
The dashboard/Central is also a very helpful feature, as you can not only view incoming or outgoing contacts but can also see which of your teammates are logged in and their status. If in a management position, the reporting features available are also invaluable for tracking and analyzing data on a daily/weekly/monthly basis.
Overall review... NICE is an easy to learn platform which allows users to multitask and be more efficient during their shift; as well as allowing for greater flexibility in hiring remote employees.
- The platform allows users to easily track both incoming and outgoing contacts, in an easy to read and simple to use manner. Calls can also be easily transferred to another agent logged into the system, or transferred to an outside phone number with the touch of a button! Having contacts clearly marked/categorized is a huge benefit, which anyone who has ever had to "take a call blind" can relate to.
- The platform also provides users with the benefit of changing between different agent "codes" or categories depending on what tasks need to be done or what job duties are being handled by that particular employee. These codes can be easily created or removed from the system, and add the benefit of allowing our company's Finance team to better track/bill for certain services rendered to clients based on hours spent in that particular code.
- The platform additionally offers the ability to handle different types of contacts within the same system. As an example, instead of needing to log into 3 different systems to handle calls, emails or chats from customers, InContact provides the option for employees to be able to answer any of these contacts via the one system. This is a strength because it allows for greater efficiency while on the job, in not needing to constantly switch between different screens or systems in order to handle different customer contacts during your shift.
- Although not as prevalent as in former versions, InContact still has an issue with the dashboard, or Central, not always reflecting data accurately. The dashboard will get "stuck" and have to be constantly refreshed or re-logged into in order to resolve the problem.
- InContact also has a continuing issue with MAX getting "stuck" every so often while agents are trying to complete a contact; usually when the agent is in wrap. The agent has to be manually logged out of the system by a Supervisor so that they can try to log back in and rejoin the call flow. MAX will suddenly just stop working, and the agent cannot change codes or complete the contact/wrap the contact.
- One of the features which I noticed is missing, at least for general users, with the newer version of InContact is the ability to force log yourself or another user out if MAX does get "stuck" and the user is unable to complete the contact or change codes. In the old version, any user could go in under the Agent Zoom feature in Central and force log themselves or another person out of the system in order to resolve these "stuck" problems; which was particularly useful for overnight employees who have minimal management supervision during third shift. I do miss this feature, as it made things a lot easier for users to resolve their own problems when MAX would get "stuck" during a contact.
- InContact has helped to expand the services which our company offers to clients in allowing us to offer greater flexibility in both type of contacts supported as well as in the hours that employees are able to be available.
- InContact has also enhanced our company's ability to hire a larger volume of remote employees who work from the comfort of their own home offices, resulting in greater flexibility and ability to better schedule employees based on client needs/hours.
Our company does use the customization features available with the InContact platform in order to categorize the different contact types that employees handle, and we also create specific scripts for different call flows based on client requirements. Through the use of these customized scripts and call greetings, this allows agents to focus more on providing good customer service and less on having to memorize a bunch of different scripts for the various contacts that they handle on a daily basis.
Not Sure