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InContact provides much of our required call taking needs
What do you like best about the product?
One of the things I like best about InContact is that it provides a fairly simple color coded guide to be able to track the status of even large groups with little more than a glance. If there are many agents unable to take calls at a given time, many agents waiting for calls to come in, or many agents currently in a call, it's easy to tell by just checking which color is most represented next to the agent name list.
What do you dislike about the product?
There are some stability issues with the Softphone software provided by InContact, including softphone keys being revoked or issued to others while an employee is using the software. Due to scheduling, this can sometimes mean an agent does not have direct access to the softphone to take calls for an extended period.
What problems is the product solving and how is that benefiting you?
Being able to closely track employee time usage and performance through the Reports section helps us identify negative patterns in work performance and address them quickly.
Recommendations to others considering the product:
Maintaining your computer and internet connections is key to getting the most out of using this service.
Incontact makes it easy to Communicate
What do you like best about the product?
What we like best is how easy it is to connect out entire office to Incontact as live agents. Without any issues, all of the calls are allocated and directed correctly, making it so easy to communicate with callers.
What do you dislike about the product?
We dont like how many steps it takes to get a recorded call. Sometimes when a call needs to be referenced, it can be confusing or near impossible to find and review the correct call. If this was a more streamlined
What problems is the product solving and how is that benefiting you?
We are solving the issue of keeping tenants on hold or transferring multiple times for them to get to the correct and desired [arty. With incontact and the delegations each agent has, calls are automatically directed to the correct parties based on the dispositions of the caller.
Recommendations to others considering the product:
Make sure to integrate with incontact as much as possible. By integrating, you can take full advantage of the features that they offer. Furthermore, it can help you skip many many steps and save time when dealing with customers.
Great Software to Manage a Call Center
What do you like best about the product?
The phone scripting software stands above the competition. You don't have to be a hard-core developer in order to use their tool.
What do you dislike about the product?
The integration between the phone system and the WFO system still has a few years of integration before things are seamless.
What problems is the product solving and how is that benefiting you?
We're able to route calls and make changes in just a few hours, whereas most of our competitors take days.
Recommendations to others considering the product:
Get on a good and stable cluster!
Fantastic Versatile Software For Any Business
What do you like best about the product?
I like how many different ways you can use this software and all the different things it can do. Whether you're a telecommunications company or a non-profit this will fit your needs.
What do you dislike about the product?
I do with the reporting was a bit more built out. We have turned internally for most reporting we would like to see built out in the application itself.
What problems is the product solving and how is that benefiting you?
We are able to manage 800+ sales agents taking calls for 15+ brands and have a solution that fits for the structure of each. This is a multi-faceted product that enables us to form and solve for unique needs without a snag.
Recommendations to others considering the product:
I would recommend working with inContact on your businesses specific needs, what they have built is immensely flexible and will work for what you need it to. They are also coming up with really interesting advancements that are attribute based with skill routing.
User friendly
What do you like best about the product?
The layout is very eye pleasing, and simple to use
What do you dislike about the product?
Just some systematic issues and outages we experience weekly with the dialer.
What problems is the product solving and how is that benefiting you?
Easy to pull recorded calls for training purposes, and monitoring. The Queue counter allows to see agents on the floor as a whole, and make sure we are being efficient.
Worked well
What do you like best about the product?
The system is very easy to navigate and intuitive.
What do you dislike about the product?
Occasionally it would time out but that could be unrelated to their servers
What problems is the product solving and how is that benefiting you?
Functionality and ease of use. People are able to self navigate with less assistance.
Incontact
What do you like best about the product?
The ease of use and easy to read display.
What do you dislike about the product?
It seems to crash often or have issues.
What problems is the product solving and how is that benefiting you?
Na
inContact Review
What do you like best about the product?
There are a lot of cool functions and tools to use. I mainly use HOO profiles, audio files, dispositions, points of contact, and skills. I like the way things are set up and are easy to navigate.
What do you dislike about the product?
Loading times - a lot of the time it takes several seconds for something to load. If it happens with every click, it really slows down the process.
What problems is the product solving and how is that benefiting you?
It's nice that changes made in inContact go live immediately. If a problem occurs, an adjustment can be put into place almost immediately.
Support Role Using InContact
What do you like best about the product?
The feature I like best about inContact is the Dashboard and it's aesthetic looks.
What do you dislike about the product?
The main feature I dislike about InContact is the search in Admin.
What problems is the product solving and how is that benefiting you?
n/a
Recommendations to others considering the product:
No advice at this time.
Great Experience with Nice in Contact for Ring Central
What do you like best about the product?
I love the easy access to log in to my ring central, the easiness of using the program just makes work much more easy.
What do you dislike about the product?
I dislike that when i log in to the website i have to click another link to open up my ring central. I wish it would just prompt me to the ring central max agent pop up instead of me having to
What problems is the product solving and how is that benefiting you?
Communication!!! I love the fact im able to be on a call and it sends all my calls to my VM and lets the client know im on a call.
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