inContact Call Center Software


 

Used by contact centers around the world, inContact’s Software as a Service (SaaS)-based call center software maximizes the quality and minimizes the cost of each and every client interaction. This call center solution has all of the features your customer-focused team needs to successfully process inbound support requests. In fact, over 60,000 agents around the world use the software to systematically and effectively manage a huge call volume.

InContact can be used by small business and large enterprises alike, and is in place across a wide variety of vertical markets. Customer service and support applications are also available as part of the integrated suite.

inContact offers various call routing features, including IVR, CTI and ACD, as well as the workforce optimization capabilities: eLearning, Hiring and WFM, just to name a few. It offers rapid implementation with cloud-based solutions. 

 

inContact Cloud Contact Center - Add a user
 
  • inContact Cloud Contact Center - Add a user
    Add a user
  • inContact Cloud Contact Center - Contact history report
    Contact history report
  • inContact Cloud Contact Center - Security profiles
    Security profiles
  • inContact Cloud Contact Center - Add a station
    Add a station
  • inContact Cloud Contact Center - InContact agent
    InContact agent
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

16 Reviews of inContact Cloud Contact Center

Showing 1-16 of 16

 

from JackThreads
Specialty: Retail
Number of employees: 20 to 49 employees Employees number: 20 to 49 employees

Contact Center Software by inContact - A fair and honest review.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

99.99 % uptime guarantee seems to be accurate. The most important part of this software is having it up and running, which the contact center has done.

Likes Least

Occasionally there are tech issues which to not directly affect the uptime, but still make it difficult to ensure the calls are coming through.

Recommendations

This is a fair option for a contact center software. There are others out there, so definitely shop around to find a solution that works for your team, but this is a very solid option.

 
 

from Sutherland Global Services
Specialty: Other
Number of employees: 1,000+ employees Employees number: 1,000+ employees

Cannot handle high volume of calls.

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

The best feature of this product is the customized dashboard for real time management and historical trends.

Likes Least

System crashes multiple times daily. Dashboard can contain a maximum of 20 widgets. As a real time analyst, I need to see several different views at one glance to make efficient changes.

Recommendations

Look for a complete package -- don't mix and match. Purchase all options of the program for full support and enhancements down the road. Call client, workforce, employee engagement, customer service, sales, etc.

 
 

from JackThreads, LLC
Specialty: Retail
Number of employees: 20 to 49 employees Employees number: 20 to 49 employees

inContact for inbound CS

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Competitively priced. Functional call delivery. IVR back end was pretty easy to navigate.

Likes Least

Poor visibility to customer history on previous contacts, particularly via email agent. Integration with CRM software wasn't competitive with marketplace.

Recommendations

Good for driving efficiency. Requires more labor and development if you're trying to drive insights, too.

 
 

from UPIC Health, LLC
Specialty: Healthcare / Medicine
Number of employees: 20 to 49 employees Employees number: 20 to 49 employees

Promise of savings in implementation nullified in execution

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Reasonably nice and well intention middle management.

Likes Least

don't seem to have much acumen in call centers regarding the product, product failures, business drivers and impacts. Near constant issues - daily/weekly - total shut down, data integrity issues, carrier issues - too many to list. Serious impact to my business growth as we are spending 80% of our time managing these issues. My team's morale has plunged. They are our 3rd VOIP ACD provider all of whom seem to share a fundamental lack of critical thinking, general contact center business acumen and technical skills necessary to maintain basic performance of the platform let alone implement anything de rigeur in the 21st century contact center. The issues have been so profound with all 3 (Five9, 3CLogic and now Incontact) They do, however, place a premium on billing and payments without regard to the enormity of issues their clients deal with.

Recommendations

I would steer clear of VOIP ACD at this point - they have about 5-10% of market share and unless you're willing to absolutely pay a very high premium for their service and support, you are likely going to have very serious business impacts that render any purported promise of savings null and in fact increase your costs, level of effort in management, loss of business and very likely medical bills from all the stress of dealing with them. VOIP ACD is not mature enough to handle enterprise requirements.

 
 

from JackThreads
Specialty: Retail

A good software interface for an upstart company.

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Once the associate is logged in, InContact has a pretty intuitive interface for any associate to quickly grasp and service customers. As a manager, I appreciate the ability to quickly train associates to have them service customers as quickly as possible.

Likes Least

InContact has a bit of work to do in client relations. If our team required technical support, the amount of time it took for a ticket to get resolved was much longer than I would've liked it to be. I think a more active account executive would've helped this process along.

Recommendations

I wouldn't recommend this product as a long-term solution, but if you find your team scaling, this is a great "big net" solution to get your team calibrated.

 
 

from JackThreads
Specialty: Retail

Functional but inconsistent and difficult to troubleshoot.

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Client was relatively clean and unobtrusive, simple to install and phone software was functional.

Likes Least

Frequent crashes, login issues, call quality issues, and tying license keys to a machine instead of a user was a major inconvenience. Softphone licenses were tied to a specific machine, so if an agent was working from home or had to switch machines, getting them up and running again required a call to inContact to get the license re-activated. In addition, their team was very slow to respond to any of our other inquiries.

Recommendations

Definitely look for newer clients, and integration into Zendesk or another cloud based platform that allows better user lookup and ticketing.

 
 

from QuoteWizard
Specialty: Other

Terrible system! Constantly having issues!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

When the system does work (which is extremely unpredictable) then it makes calling out to prospects a lot easier with the ability to "click to dial" instead of having to manually dial every number.

Likes Least

Ever since my company implemented this new system we've had more days with issues than I can count. Unreliable system that is constantly stalling and booting me out and giving me "error" messages.

Recommendations

I would look at other options. I've never worked with a more frustrating system at a workplace.

 
 

from Spinlife/Revolutions
Specialty: Distribution

requires far too many preventable clicks and scrolls per call transfer

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

Sound quality is far better than previous system.

Likes Least

Not enough screen provided to directly click the skill/person for transfers. Constantly needs to scroll and drag up and down to locate the skill for a transfer. There is lots of unused room on the screen for the InContact logo. I feel carpal tunnel will likely be in users futures.

Recommendations

Sound quality and ease of use are both important factors.

 
 

from Nakamura Construction
Specialty: Accounting

inContact Review

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Acceptable. Even if it's useless in the real work, everyone is trying to adapt to use it.

Likes Least

There's little I don't like. It's easy to learn.

Recommendations

Maybe they could make more user-friendly software instead of pinpoint the technology.

 
 

from UT
Specialty: Food / Beverage

Bingo for improvement

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Quality is the most important thing for customers. This is not only for a small company but also for large company.

Likes Least

Appearance might be improved. Sometimes, if the product looks good, people may like to buy it.

Recommendations

Frankly speaking, I do not have other recommendations for other software. I have not used so many kinds of software before.

 
 

from Verint
Specialty: Telecommunications

InContact246

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

WFM software works great, everything works great together.

Likes Least

Sometimes they are little slow to respond to issues, especially around software technology issues.

Recommendations

Make sure you want them hosting the solution and that you wouldn't be better off going directly through the vendors

 
 

from NAE
Specialty: Other services

Bad experience with inContact

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

There's not much I like. Their customer service is horrible. We have to leave a message or create a ticket and then wait for a return call, which we often don't receive. Dropped calls, refused calls, and call echos are constant.

Likes Least

Their support and callback times are terrible.

Recommendations

This is our third provider. So far, we are extremely dissatisfied. They all seem to have issues. We would love someone with good service and quality products!

 
 

from Konica Minolta

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

Truly one of the major benefits that we were able to attain from a solution such as this was improved analytics and reporting capabilities. With our previous solution we were very limited with the canned style reports that we had. Now, we're able to have a lot of robust reports to see real time statistics. We have improved disaster recovery, we're leveraging inContact's geographically diverse data centers. We have a 99.9% Service level agreement with them and we're able to keep all the callers in queue if we have any type of premise based issue that we need to deal with. In the last 3 years since we've been using the inContact solution, we've actually grown 239%. The ability to scale to meet that growth rate is really important to us.

 

from Konica Minolta

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

One of the ancillary benefits of having an inContact or cloud system was disaster recovery. We started out to have it as a cost saving move, as an integration move, and it’s been that, it’s saved us about $10,000 a month which is significant for a company our size. What we didn’t realize was how easy it would make disaster recovery.

 

from Konica Minolta

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

We spent about 8 mo. comparing the different offerings and in the end we decided to go with inContact for a variety of reasons but mainly because of their reputation in the industry, the flexibility, the resiliency of their platform and moreover because we realized the we believed that the cloud and moving your telecommunications infrastructure to the cloud is really the future.

Moving to the cloud initially was about money, but very quickly you realize that its not just about making money it's about being able to grow your company when you need it in a flexible environment. It's about security, its about growth, and it's about giving you the opportunity to do research and development, try new things without interrupting your operations within your office walls. It has allowed my team more time to interact with end users so we are now in a better position to do this research and development and we are able to understand their needs better.

 

from Konica Minolta

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

Reporting from inContact is vastly superior to what we had before…Our developer said it was like going from a Volkswagon to a Lamborgini.

 
 
Write a Review