My Day to Day with NICE

InContact is the telephone system we use in order to receive calls from end-users. It shows the caller id, the number of calls, missed calls, etc. Our department uses it but it is the direct way that the organization itself is able to reach us. It addresses the problems most call systems would miss because it hardly ever has any glitches and is very user friendly.

Definitely has a positive impact. inContact generates a daily report that we are able to use to compare day to day analytics, which shows areas that we need to improve in order to continue doing our jobs correctly. Although we aren't able to do any personalized call scripts, I enjoy that we can see the analytics in the background, which helps us to know the status of all the people in our department that take calls.