inContact Call Center Software


 

Used by contact centers around the world, inContact’s 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 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. Organizations that are currently using a legacy on-premise call center system that are looking to upgrade to a new, SaaS-based solution should have inContact on their shortlist of systems to review. Customer service & support applications are also available as part of the integrated suite.

What we like best about inContact are the 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. We’re also big fans of cloud-based solutions. With rapid implementation, your call center can have inContact up and running in no time, and because it’s a software-as-a-service solution, you can do business on-site, from home, from your second office, or wherever works best for you. Ventana Research recently recognized inContact as having the strongest reliability ratings in the business.  

 

inContact Hosted Call Center - Add A User - Agent
 
  • inContact Hosted Call Center - Add A User - Agent
    Add A User - Agent
  • inContact Hosted Call Center - Contact History Report
    Contact History Report
  • inContact Hosted Call Center - Security Profiles
    Security Profiles
  • inContact Hosted Call Center - Add A Station
    Add A Station
  • inContact Hosted Call Center - InContact Agent
    InContact Agent
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

46 Reviews of inContact Hosted Call Center

 

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Software Advice Reviews (29)
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Showing 1-20 of 29

Erik from STARTEK
Specialty: Telecommunications
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

February 2017

February 2017

InContact is pretty good

Ease-of-use

Functionality

Product Quality

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

N/A

It's a very good cloud based platform. The usability of the platform is straightforward, without having to have local equipment.

 
 

Sharmain from Tailored Finance Inc
Specialty: Mortgage
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2017

February 2017

Mortgage

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Loved the overall functions of this Crm it is great for my industry. The Crm allows you to run your company with the confidence that you can stay on top of the day to day business and acts like a key member of your team.

Pros

I love the fact that it works perfectly with filogix system and that it is tailor made for the Mortgage industry.

Cons

The price for single use

Advice to Others

If you want to run your mortgage brokerage seamlessly you need try this crm

 
 

Ari from iostudio LLC
Specialty: Advertising
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Good product, Good platform

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

inContact is a good multichannel customer care platform. Descent pricing and many available features.

 
 

Joshua from Moxi Works
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

From Rocky to Rockin'

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

We've been with inContact since 2013. Our initial start was very rocky. We had several staff/contact changes at inContact, inconsistent/conflicting information and instructions, and poor documentation.

Since then, inContact has completely turned this around. This is thanks in large part to the excellent efforts of our Technical Account Manager and his team. His support is excellent and response time is great. Updates made to the Knowledge Base and technological updates have all helped to make inContact something I gladly recommend.

My only complaint is that their site is still not mobile friendly which makes it hard to make changes, such as our hours of operation, on-the-go.

Pros

Technical Account Manager's support has been excellent. Features work well.

Cons

Their interface needs to be responsive/mobile-friendly and reporting could be a little easier to use.

Advice to Others

Pay for the monthly Technical Account Manager. It's $ well spent.

 
 

Warren from FamilySearch
Specialty: Non-Profit
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2017

February 2017

inContact is awesome

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

I started as a new Telecom manager and admin last June. The amount of support and help I have been given by inContact has been fantastic. I would have definitely failed if it weren't for inContact's software and service.

Advice to Others

If you are wanting to have a successful call center it is important to have a success package

 
 

Carlos from Streamline VRS LLC
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

BUYER BEWARE: Make sure your read the fine print on contract and confirm 100% that the features you want do not have hidden costs

Ease-of-use

Functionality

Product Quality

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Value for Money

Ease-of-use
Ease-of-use
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Support

I spent a long time researching software solutions in the industry to create a full integration with our software platform. During the sales process, the sales person made statements that were not accurate. I was led into believing my costs would be constant per user and it turned out to be a lie.
Upon our launch, we had scheduled to bring out their training staff to help train our employees. They sent someone who sat in our office for 2 days and was not able to help anyone. This person actually left early while he was there and every question that was asked, he did not have a response. He would have to call someone else.
After we signed our contract, everything turned into $$$$ for this, $$$ for that.
I have never felt so deceived in my life. The sales person even used the fact that he was having a child to coerce me to sign the contract with his relentless approach. I should have sniffed this out during the sales process.
While they have some features that are nice, everything has started to unravel. I lost a client because of the number of dropped calls that they have had.
When we were first launched, there were countless issues with the configuration that caused us to lose calls, voicemails and essentially tarnished our image to our clients.
It was very clear that no one understood what I was sold because I have been around nearly every department possible at that company. Reseller, Affiliate, you name it.
The most disturbing part of all of this was the convenient negligence from their sales team that I could get the same exact thing I was being sold by going through Ring Central directly. The sales person knew EXACTLY what I wanted. I was crystal clear because I knew this would be a problem. I am just warning you to make sure you are VERY careful with the purchase of this product.
Don't be fooled by 90% off discounts on their contracts. It just lures you in and then they will nickel and dime you for every little thing.

Pros

Gives the flexibility to write you own scripts, if you have the knowledge to do so. Otherwise, you are paying.

Cons

Too long and complicated to set up
Too many random issues that we had to figure out ourselves
No mobile solution
SMS support is too pricey.

Advice to Others

Be very careful if you plan to purchase this product. I was sold a product that did not resemble what I requested.
I was very clear and upfront in regards to what I needed/wanted from a product. I was ASSURED several times, even as I shared a pricing calculation spreadsheet with our sales person, that I had to hard cost. Once the sale was finalized, my sales person completely disappeared. I was handed off to a completely new group of people who did not seem to be in tune with the sales person.
Suddenly, everything we had discussed started over.
Many of the things I was promised now cost extra money.
Do not fall victim to heavy pressure tactics from sales people. My sales person had the nerve to ask me to sign the contract as a gift.

 
 

Adam from Riskalyze
Specialty: Finance
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

I'm not sure who inContact is right for.

Ease-of-use

Functionality

Product Quality

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

N/A

You won't hear me say that inContact is the worst phone system I have ever used, but it wasn't my favorite. Reporting was difficult-impossible, We had regular call drops, and when we called Support about it they were rarely helpful.
inContact is functional, but I would often time be testing the system a minute before a call to ensure that the line was working.
I know other companies that have not had the issues we had, and maybe it's regional, but at the end of the day, the prices are not dazzlingly cheap.

Pros

The interface was easy to use and set up was quick.

Cons

Set up was quick, but we were constantly fiddling. There was just never guarantees of it being functional, and support always ranged from ok -bad.

Advice to Others

I think buying any software should be a journey, and in my opinion, there are better things to check out on that journey.

There are cheaper options and options with more integrations.

 
 

Bill from HearUSA
Specialty: Healthcare / Medicine
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2016

December 2016

Good product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

I have been using the product for 2 more years, it is easy to pull reports, and uploading list is more convenient

Pros

raw data can be pulled easily

Cons

it takes a lot of time to pull more than one month long data

 
 

Gretchen from TelNet Worldwide
Specialty: Telecommunications
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

InContact is our chosen and preferred cloud based platform!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

We have been in the contact center industry for a long time and have went through various vendors over the years. InContact has proven reliable year after year. Their constant upgrades to stay competitive in the industry keep us with the latest feature and their support improves every day. I highly recommend their services.

Advice to Others

I have extensively researched call center platforms for feature functionality and ease of use. inContact always comes out as the best investment for the cost.

 
 

MG from Hallmark Cards Inc
Specialty: Retail
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2016

November 2016

Fantastic services

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

inContact provides an extremely great platform which is perfect for service desks that have unique needs.

 
 

Sean from CIC
Specialty: Financial Services
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

Reliable, Scalable, and Felxible Products - Great People to work with

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
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Support

inContact offers an exceptional suite of products for all contact center needs

 
 

Hollee from LG&E
Specialty: Utilities
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2016

November 2016

Highly Satisfied! Great product!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Product Quality
Quality
Support

I highly recommend InContact Call Center Software. Other call center software cannot compare. Startup was very easy, the system is very user friendly and reliable, and customer support was very hands on and helpful. Too many benefits to list. Great product!

 
 

Steven from Jamberry
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2016

October 2016

Constant Service Issues, Terrible Customer Support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Product Quality
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Support

While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still have at least one impacting event every week or 2, that lasts 20-30 minutes.

The customer support is the worst I've ever dealt with. Some of them are nice, but clearly just don't have any idea what they're talking about, and some of them our downright rude. 1/3 of the time I call them, I know right away, based on their initial response, that there's no way they're going to be able to resolve my issue. Another close to 2/3 of the time, they take my info, ask me for info they could find themselves, and then create a case. They keep updating the case, until eventually the issue just kind of resolves itself, and then they close the case. Then, of course, the issue comes back 2 days later, and the process starts over again. I've even had a service representative flat out tell me my agents are lying to me, rather than treating the issue like it's InContact's fault - he also basically told me I was an idiot for "not seeing the obvious answer". We did, later, find proof that it was InContact's fault.

For all of our service issues over the last several months, they did provide a credit due to the guarantee, but six months of refunds came out to be about 8% of one month's bill - not much of a refund for constant issues and headaches that cost our company sales and hurt our department's credibility.

The script (InContact's Studio) is immensely and unnecessarily confusing, and if you can't figure out how to do it yourself, customer support will try for about 30 minutes and fail (hopefully not breaking anything else in the process), and then you have to call their professional services, which charges for every 15 minutes you're on the phone. Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help.

Many of their other add-on softwares are also unnecessarily confusing, outdated, buggy, or a combination of all 3. For instance, their WFO software, Verint, is incredibly confusing. Three of our employees went to a week-long training (which we paid a lot for) right before I took this position, and none of those employees could really tell me how to use the software. They did, however, forward to me 2 separate guides for the software, which totaled nearly 1,000 pages. Even with the wide array of unnecessary and complicated options, I still couldn't customize it to my needs after working with it, and customer support for nearly a month. They are moving away from Verint, because the company that acquired InContact has a competing product, but this point still stands for their other softwares as well - InView is nice, but very buggy and finicky, and we couldn't get quick results from our Account rep there - Uptivity looks like it was created in the early 90s, and is also relatively confusing, and non-user friendly - their customer support is also horrid.

The only reason we haven't switched already, is I'm finally starting to understand their Studio (after 9 months in this job), and I don't want to start over, and I'm worried that another company will be just as bad, or at least close. But it really hurts to pay so much for a poor service.

As far as price, I don't have enough experience in the field to be a great judge on this, but in speaking with others about some of their add-on service quotes that they've given us, I'm quite sure that these at least are a pretty terrible deal.

Pros

Reports are much more customizable than our last service
The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting.

Cons

- Poor Customer Service
- Buggy/Non-user friendly add-on products
- Constant Service Issues
- Complicated Script
- Expensive Professional Services

 
 

Jackie from GLDN Fashion
Specialty: Media
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2016

October 2016

InCOntact is a Great Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

I would absolutely recommend this product. It helped me tremendously. It allowed me to be better organized and more effective. I would happily buy again.

Pros

Great functionality.
Easy to use.
Extremely versatile.

Cons

Process was a little difficult to get used to but overall good product.

 
 

Chris from Sothebys
Specialty: Real Estate
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2016

October 2016

Great CRM

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

This is a great CRM. It's functionality and ease of use are second to none. I would suggest this to anyone looking to organize their contacts and convert leads.

Pros

Ease of use, interface looks great.

Cons

Not as customizable as I would like.

 
 

Brittney from Forte Payment Systems
Specialty: Financial Services
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2016

October 2016

InContact Cloud Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company.

Pros

The call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs.

Cons

The support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting timelines for items to be completed. The training provided to support the back end such as script building and maintenance wasn't sufficient. It will require dedicated time and support to learn it efficiently enough to be able to maintain it without disrupting anything. I will say that it was a pleasure to work with the technical lead assigned to our implementation he was great at assessing our need and finding solutions to meet it. Dealing with our InContact assigned technical account manager initially was a struggle. They didn't seem to absorb a lot of information related to our account which caused some unnecessary errors related to our billing. It took a couple months to resolve that matter. The follow up from them has not been the greatest, albeit you get what you pay for. They do have an option for an account manager that provides more dedicated support which we are looking into.

Advice to Others

InContact is budget friendly according to your need, and has a lot of innovative options. They offer a lot of customizable features which allows your the flexibility to tailor it to your customer needs. Be aware of all of the cost related to call routing, number assignment etc. Fully understand who has ownership of what and who is responsible for supporting all aspects. Take time train, learn and understanding their product. Overall it is a good product, but their support has room to grow.

 
 

Russ from JackThreads
Specialty: Retail

September 2016

September 2016

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.

 
 

Lesley from Sutherland Global Services
Specialty: Other

September 2016

September 2016

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.

 
 

David from JackThreads, LLC
Specialty: Retail

September 2016

September 2016

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.

 
 

Mary from UPIC Health, LLC
Specialty: Healthcare / Medicine

July 2016

July 2016

Promise of savings in implementation nullified in execution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Ease-of-use
Functionality
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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.

 
 
 
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