After doing a very lengthy research and several RFPs we ended up with Integra and its U Contac Solution, it's extremely complete I wanted a CRM (which is adaptable to our needs) several channels (Chat, E-mail, telephone and eventually social media) also the ability to adapt it and flexible solutions, it meets all. In addition it has the best price in the market product-features. I have been working in the industry for over 15 years and I must say the setup and transition was smooth and really supportive, as any setup there are minor glitches and adjustments that come up, however they were quickly corrected or adapted to our needs, best product you can have for your call center.

uContact, by allowing our customer outreach via various channels to be centralized in one location, has greatly improved our Contact Center experience and made it possible to connect with many new and returning customers. As the company and uContact x Net2Phone continues to grow, I believe that we'll be able to accomplish many more feats as the years go by.

uContact customization of not only the IVR but also forms, reports, bots, bot functionality, social media integration and database makes it one of the best telephony software out there. By giving the admin the ability to customize these aspects provides endless possibility of creativity to suit whatever cutomer needs may arise.

Some additional tutorial and more indept breakdown of the Workflow would be an big pro.

Being able to manage your calls - Logging the information from that call, leaving dispositions, reviewing previous notes from other users, being able to transfer calls from one use to another.

The technical issues - not being able to log in at certain times, grading down instead of exact score (85% = 80% instead of remaining as is), the redial option didst seem to call back properly ( it will go to voice mail when redialed or not go through), searching for customer's via would not be successful.

"The software itself is very user-friendly, super important when it comes to introducing new agents to the platform. Very easy to navigate around, intuitive software with a great customer support team ready to assist you in no time. "

For now we have no cons.

During the pandemic, uContact allowed us to shift our operations remotely with no problems. Great tool.

The software is really good, don´t have any complains.

When utilizing uContact there is little to no hassle, like any computer software there are occasional glitches however those can be quickly addressed, and the support team is always on standby, quick to respond.

I appreciate that it allows for contact with customers through various communication methods.

The occasional glitches may be a bit inconvenient at times.

We love and appreciate the fact that uContact integrates easily and has an intuitive interface. It's got lots of features for a well priced contact center solution. Reports are powerful & there are lots of variables to choose from when pulling results.

While reports are powerful & allow us to track productivity, outbound call volume reports take some time to generate. With that said, uContact is such a pleasure to use, that it becomes an incredibly mild inconvenience.

We are actually usingo ucontact for our contact center. Our contact center team uses quite a lot of the product's features and are fascinated with the product. The support team answers back our queries and doubts in no time.

Ease of use, support, features.

Some graph colours are counter intuitive.

very good follow-up reports Multi user and cloud based. This software really effectively manages a small medium department of a callcenter.

Chat is very heavy for a wordpress-based website. uses very new javascript technology that is incompatible with older browsers (such as those that would normally be used by the client)

Just one solution to manage all the business. Easy to Use. Great solution to collection agencies. uContact provide us a complete solution to manage our debt recovery business, with a custom solution and reporting for our customers.

Con ucontact hemos podido incrementar la cobertura del portafolio de clientes, reducido el abandono de llamadas

Su funcionalidad, facilidad y rápida adaptabilidad al usuario

Que hemos presentado problemas de capaciddd en servidor ucontact lo que nos impide descargar reportes operativos a demanda

uContact es fundamental para nuestro trabajo diario y ha permitido generar automatizaciones complejas para la telefonía y WhatsApp. Lo único que necesita es un rediseño visual completo para que sea una mejor herramienta.

Las posibilidades de automatizaciones sobre cada uno de los canales y el muy buen servicio al cliente que brindan por parte del equipo de soporte

Es una herramienta que necesita de una buena consultoría por parte de una firma de UX y UI para asistirles con su diseño. Tienen menús extensos y confusos que hacen dificil encontrar información sin tener una guía brindada por el equipo de soporte. Eso auyenta a todos los administradores de volverse expertos en la herramienta.

Un nivel medio porque tiene oportunidad de mejora

Facilidad de uso ya que es amigable para el administrador y el usuario

No es tan flexible con creación de campañasTiempos de respuesta en resolución de casos, asignación de diferentes usuarios de soporte que impide el seguimiento o lo hace más lento

Lo amigable de la aplicación, la atención al cliente.

Lo amigable que es la plataforma y generación de reportes para la creación de estrategias

Fallas por tema de infraestructura impactando en la reportería.

Our customers, in growth, did not have any satisfactory option to maintain its good relations with the market, with the cost benefit, and in some cases there was the failure to have an appropriate solution for the maintenance of the CRM, with the acquisition of the uContact system it was possible to implement a service of leasing of technological environment suitable for the customers who need to improve channels of communication with their customers by improving and/or allowing to enrich your CRM, with low cost and high technology, as well as offering a scalar growth without burdening the Organization box.

Modern and flexible business form.

None.

Buen servicio personas en su gran mayoría dispuesto a ayudar

accesibilidad de su equipo de trabajo, estan abiertos a escuchar

para generar reportes es complejo, además muchos de los pedidos de mejora requieren desarrollo y demora más del tiempo deseado; en servicio deben aumentar sus recursos para que puedan ayudar a sus clientes de manera mas exhaustiva

Muy buena experiencia, excelente la atención apoyo y el soporte brindado.

Lo facil de usar, el soporte tecnico, la rapidez de las resoluciones y nuevas solicitudes

El precio es algo alto y que no tiene una integracion de los demas canales de comunicacion (Whatsapp, SMS, Facebook etc)