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Pleased with Tech support
What do you like best about the product?
I love the technical support we get when we have issues. Resolution is very quick.
What do you dislike about the product?
tend to have alot of events happening which reflects on agents availability to be on calls.
What problems is the product solving and how is that benefiting you?
less complex and downtime than I3
Good product
What do you like best about the product?
Reporting, Dashboards, and the trust site.
What do you dislike about the product?
The inability to track internal transfer numbers easily.
What problems is the product solving and how is that benefiting you?
Great, up to date dashboard giving you exactly what you need to succeed.
Recommendations to others considering the product:
Look at what objectives you need to run your call center. inContact most likely has those.
Great Phone System
What do you like best about the product?
I like how user friendly it is and how it doesn't crash as often. I have used other phone software systems and this is definitely one I would recommend
What do you dislike about the product?
I do wish reporting were easier. I know there are prebuilt reports but creating one can be a little daunting for those who are not sure how to do it.
What problems is the product solving and how is that benefiting you?
We are able to run an efficient call center through inContact
A competent Product that has more flexibility than limitations
What do you like best about the product?
Nearly everything can be scripted to work with API of all sorts. Additionally, the programming language can be used to fine-tune the call process.
What do you dislike about the product?
There are some limitations to available business unit options with regard to reporting and call recordings.
What problems is the product solving and how is that benefiting you?
While there is a steep learning curve compared to contact center systems of the past, it is much more versatile and capable of working with external data. We've been able to take control and make finer detailed routing to better serve specific customer types and create specialized call center teams to meet our customers' needs.
Recommendations to others considering the product:
Have your team learn some programming skills such as java scripts.
VoIP like no other
What do you like best about the product?
The customer service team is very responsive.
Their handling of incident response leaves very little to the guessing game. They always managed to send out clear communications during each phase of an issue to make sure their clients are always in the know.
Their handling of incident response leaves very little to the guessing game. They always managed to send out clear communications during each phase of an issue to make sure their clients are always in the know.
What do you dislike about the product?
Interface can use an upgrade..but that's just being picky
What problems is the product solving and how is that benefiting you?
Call center management
Recommendations to others considering the product:
Take your time understanding the feature set they offer, and evaluate the different integrations they have
Best Product Ever!
What do you like best about the product?
Incontact does a great job of routing calls for our company
What do you dislike about the product?
Nothing. It works great. The only thing is is that it's a little confusing to configure up front
What problems is the product solving and how is that benefiting you?
We route calls with InContact and it helps us a lot
Technical point of view
What do you like best about the product?
Gives our customers exactly what they need. Straight forward implementation for technical support / programmers.
What do you dislike about the product?
At the time we implemented inContact, only the windows based connector was available, which requires us to run a windows based VM just to support inContact connector. I hope this has changed and eventually we can re-visit the "connector" question and implement it properly on a Linux server / container.
What problems is the product solving and how is that benefiting you?
This is largely based on our customers: functional staff, whose clients in turn university students: Once a student calls in, a phone operator has all information needed to get student help right away. Routing based on what the perceived problem may be, off line messages, etc., etc.
Recommendations to others considering the product:
Straight forward implementation. Functional users can create workflows themselves.
Solid System
What do you like best about the product?
Ease of use
Strong reporting to manage staffing
Strong reporting to manage staffing
What do you dislike about the product?
CS agents aren't skilled/trained enough to resolve issues.
What problems is the product solving and how is that benefiting you?
While we don't use WFM program, we do use the reporting to manage staffing.
Steady and reliable ACD for most of the time we use it
What do you like best about the product?
Interface is extremely intuitive and easy to use. Customizable to a fault. We have been able to measure our strengths and weaknesses pretty accurately.
What do you dislike about the product?
Refusals and dropped calls happen pretty regularly. It is difficult sometimes to get assistance from our account manager.
What problems is the product solving and how is that benefiting you?
We have been able to decrease our AHT, increase our calls per hour and customize the ACD with dispositions to better understand where our opportunities lie.
Call Reviews are a work in progress
What do you like best about the product?
Being able to track service levels in real time is critical to successful service level management. We are able to do that with in Contact with ease.
What do you dislike about the product?
There are times where we have experienced issues with recording playback. Although the issues do tend to be resolved in a timely manner it does cause a disruption in our ability to fully perform job functions.
What problems is the product solving and how is that benefiting you?
Real time adherence. Review of previous calls.
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