NICE inContact is great! | TrustRadius

Use Cases and Deployment Scope

NICE inContact is used with the C3 specialist by showing the contact center specialists how many calls are awaiting and also it keeps up with employees' metrics as well as what status which contact specialist is in at the current time. All C3 agents, managers and supervisors uses this platform.

Pros and Cons

Keeps up with all the callers in queue.
Connects to our softphones well.
Works with company metrics well.

Technical difficulties at times.

Return on Investment

Great metrics quality.

Customization

It's very helpful for managers to keep track of calls.

Usability

9

its very easy to learn how to use and provides and a sense of the work volume for the day

Reporting Capabilities

8

NICE has a great capability of showing the agents reports from hold time, handle time, documenting time, how many calls are taken per day, etc.

Products Replaced

Not Sure

Likelihood to Recommend

NICE is well suited because it shows the employees' hold time and if the agent is available for a call.