NICE InContact Review

Overall this is a very nice looking and functioning program. Most of the features outweigh the bad things that I previously stated like system outage.

The reporting is very nice. You can accurately see whenever someone went into any code and how long they did it for. I gave it an 8 because getting the reports to generate isn't as straight forward as they could be. Kind of confusing to find some reports.

This is probably the best helpdesk tool for routing calls I've used. I can conference in calls and cold/warm transfer to my colleges by searching their name within the program opposed to having to have a phone number. Customers can left voicemails and send emails to schedule phone calls through this program as well.

Somethings that aren't so great is when someone transfers a call to my extension it puts me in System Outage and I have to manually change that code. Also, callbacks don't tell you its a callback so you end up having 3 seconds of dead air before it dials the customer back.