inContact Call Center Software

4 / 5 50 reviews

Who Uses This Software?

Our target market is small, medium, and enterprise businesses with large contact centers that they are leveraging to improve their customer experience.


Average Ratings

50 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $100.00/month/user
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    24/7 (Live Rep)

Vendor Details

  • inContact
  • www.incontact.com
  • Founded 1997
  • United States

About This Software

inContact leads the cloud contact center market for one simple reason: we help our customers transform the profitability of their contact centers with extraordinary success, unexpected ease, and speed. inContact's cloud-based call routing, self service IVR, no-pause dialing, and agent optimization software solutions give you the power to focus less on your technology and more on creating excellent customer experiences. Get a demo of the inContact platform today!


Features Checklist

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Knowledge Base
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Quality Management
  • Queue Manager
  • Virtual Call Center

Product Reviews

Recording so useful

Apr 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: easy to use.

Cons: storage can get expensive.

Overall: We record all inbound and outbound calls. I can not mention how many times the recording has saved frustrations to settle things. accessing the recording is easy - just locate the call, click the recording tab, listen by having the system call your phone or download the file & listen on your computer. easy !

Awesome Product and Service

Feb 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: We have used Incontact's products for 2 years and be more pleased with the quality and level of sevice provided.

incontact is easy to use

Feb 27, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: incontact is easy to use: the tools provided are easy to learn but very flexible.
Studio has all that one might need to create the custom script needed.
The management site has intuitive tools needed for reporting, overview, other management functionality.
Support site is easy to submit issues & get details on status as well.
Overall very easy to use product.

InContact review

Feb 27, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Ease of use when it comes to skill buildouts, edits. Priority blending works well and helps us prioritize calls to out agents. PC dialer works well and eliminates that "pause" when a call is launched to one of our students

Cons: Freezing of the platform on occasion. Need ability to create agent profiles where you can add skills to a profile instead of adding skills to multiple agents. Too much time involved

Overall: Overall positive experience. We've used InContact for over 5 years now and have been able to grow our business as a result. We were the first to launch the PC dialer and use it extensively every day to increase the amount of outbound call attempts we make on a daily basis. One thing that needs to happen is to find a way to reduce the amount of freezing that occurs within the platform. We experience this about once or twice a month, sometimes for short periods, but sometimes for longer periods of time which can negatively impact production. Also, continue to enhance the custom report tool. It's getting better with each release, but still has some room to improve.

InContact is a pretty good cloud based platform

Feb 20, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality

Comments: We've been using this product for a couple of years for a few of our clients. So far, it's been pretty good and has worked pretty well. I don't have any immediate issues.

Best Service

Feb 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: The Personal Connection Dialer is the best around. You will not find another dialer that can produce results of Overall: When you work with inContact, you feel like you are part of the team. It is a partnership, not a Vendor/Client relationship. From the Technical Account Manager to the Sales VPs, they are always wanting to know more about us as a company, how we are using the product, and what we would change. I enjoy every minute using inContact.

Recommendations to other buyers: Very easy to set up. Dedicate the resources internally to make sure you get ALL of the bang for your buck.

Less Than Satisfied

Jan 05, 2017
2/5
Overall
4 / 5
Ease of Use
1 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money

Comments: "If you have nothing nice to say, then say nothing at all". Service was up to par, however, the sales force was misleading regarding functionality.

Listen to calls in real time, anywhere

Dec 14, 2016
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: Call Recordings solution has many neat features to listen to calls in real-time or shortly after the calls are completed. However, some calls go missing or do not make it to the system

Reliable Software

Dec 12, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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

I think inContact Call Center Software is very robust and adaptable.

Dec 08, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: It is a versatile product

Overall: I love the fact that there is very little that we want to do as a call center that we cannot customize inContact Software to do for us.

inContact WFO Solutions

Nov 18, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: Not
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Pros: WFO Solutions that allow you to customize and automate a great deal of quantifying metrics. My WFO Products allow me to spend more of my time with my staff rather than coming over reports.

Cons: I wish there were more ad hoc reports and customizable reports associated to schedule adherence.

Overall: inContact WFO Solutions provide end users with completely customizable products that allow you to accurately monitor the most essential parts of your business. By providing each customer and innovative platform they have cornered the market on meaningful performance based solutions.

Best Decision Ever!

Nov 17, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Easy of use, helpful tech support, GREAT professional service support when needing to make changes very quickly!

Cons: N/A

Overall: We started with inContact over 5 years ago and have not been disappointed. From the implementation to the current usage the support staff to the sales staff has been great. This is an easy to use tool and one that each time we have 'another' request, inContact says okay, let's figure out how to do that for you and they deliver!

Thoughts of a Collector

Nov 17, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Ease of use, ability to adjust to our growing enterprise

Cons: Communication when there are known issues

Overall: Our company starting using InContact three years ago to begin managing the expectations and KPI's that we set for our contact center agents. I was brought in just for this purpose as a way to manage this platform and ensure we are getting the productivity that was promised. Not only has InContact performed as promise but I was also able to utilize the system to do other things such as creating new scripts to assist in collecting receivables timely. We were able to quantify the rapid increase in right party connects which help decreased the DSO significantly. We reduced headcount because the platform helped dictate the agent's day using the various campaigns. In the beginning our agents completed 25-40 calls daily, when we implemented InContact that increased to 140-200 calls daily. I would definitely recommend this to other companies!!

inContact WFO Product

Nov 17, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: User interface and easy of use.

Cons: Encryption Key setup and the process how to update them. With PCI this is a big item for our company.

Overall: We use this product daily for a large number of sites. The product is easy to step and support is offered to help when issues arise. We do have custom changes that inContact did help to develop. inContact does offer training to all the support staff and also the end users which help with our job as they are taught how to use the product.

Best in Breed

Nov 09, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Rock solid infrastructure and up-time delivery.
Robust feature set with endless customization options.
Seamless scalability both up and down in the cloud.
Speed of implementation.
Community driven learning centers.
Overall flexibility of the platform.
Full redundancy to ensure no call drops even during outages and upgrades.
No in-house experts or external consultants required for administration.
Free updates and upgrades.
APIs for everything!

Cons: Upfront costs for implementation.
Not the cheapest solution.
No premise offering or solution.
Options can be overwhelming.

Overall: I'm a contact center executive who specializes in technology solutions. I've researched, compared, selected, and implemented both cloud and on-premise solutions ranging from under 20 seats in a single location to over 1,000 multi-lingual seats located across multiple centers and in multiple countries.

Recommendations to other buyers: Everyone seems to want everything yesterday so get started wit the process as soon as possible.

Great organization

Nov 09, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Stability and ability to integrate with our CRM software seamlessly. They have evolved over time and regularly release new features that enhance how we do business.

Cons: Some of the software/products feel patched together from different partners.

Overall: Products, service, and stability make inContact a unique and special telecom provider and business partner. We require 24 X 7 (365 days a year) support, and they do not let us down. They are in a constant state of evolution to keep your business relevant and current.

WO-WIN211 review

Nov 09, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: I can customize anything to fit our company - do not have to have support assistance with customization

Cons: expenses are hard to understand, rolling out new software sometimes has issues.

Overall: I have been using incontact since 2006 and have been super satisfied with the service and product. I love the control I have at customizing our system to fit us!!

review November 2016

Nov 09, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: studio

Cons: cost

Overall: Studio is very intuitive, can do all that I need, has all the right tools built in, is easy to use. The technical success person is positive, is helpful in locating needed resources.

Recommendations to other buyers: none

Sustainable

Nov 09, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: We've been able to sustain our exponential growth with this platform. It has given us the ability to push the limits of our customer experience in creating customized experiences. We would like if the platform would integrate a bit further with the Salesforce platform.

IT business solutions manager

Oct 07, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: InContact has been very easy to use and being on the cloud has been easy to integrate with our SalesForce. The only thing is that we have had some down time.

Easy to use but needs some teaks

Oct 05, 2016
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: It would be nice to add the API support for the order submition. It would be nice to have it all streamlined without manual intervention.

Great call software

Oct 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Great service. No real issues. Call recordings are super easy to navigate. cUSTOMER SERVICE IS VERY HELPFUL. iNTERGRATES WITH OUR CURRENT CUSTOMER ENROLMENT PLATFORM.