Topdown Systems

INTOUCH


4 / 5
4 reviews

Who Uses This Software?

INTOUCH improves the customer experience of customer engagements involving customer communications, especially for healthcare, insurance, financial service, utility and governmental organizations.


Average Ratings

4 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $2,500.00/month
  • Pricing Details
    Pricing is based on number of users and volume of communications sent.
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    24/7 (Live Rep)

Vendor Details

  • Topdown Systems
  • www.topdownsystems.com
  • Founded 1982
  • United States

About INTOUCH

INTOUCH is a cloud-based (SaaS) solution for managing omni-channel customer engagements during high-value customer journeys.


INTOUCH Features

  • Audio Content
  • Customizable Templates
  • Document Indexing
  • E-forms
  • Full Text Search
  • Image Editor
  • SEO Management
  • Text Editor
  • Version Control
  • Video Content
  • Website Management
  • Blended Call Center
  • Call Logging
  • Call recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

INTOUCH Reviews Recently Reviewed!


I have been involved with InTouch from concept through development and implementation.

May 24, 2017
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the architecture of the product being an assemblage of micro services, open source, and easy to use interface. Its ground up approach gives it a utility that will be easy to on board

Cons: I worry that the industry is moving under the feet of the product. Composition as a stand alone entity may not last as there are many higher level tool sets that incorporate it into their offering. I think InTouch may need some partners to flesh out the delivery of a larger set of capability. I don't know how willing customers will be to invest in the stand alone product without them. Granted the plumbing for integration is there, but how many organizations will embark on large scale integrations is the question.

Overall: The main benefits is the ability to author content for multiple channels in a single location

Vendor Response

by Topdown Systems on May 24, 2017

Good news! INTOUCH was architected using microservices, and the INTOUCH SaaS product does include all capabilities required of a modern Customer Communications Management (CCM) application. While most customers will choose to use the entire application, they don't have to.

Customers can choose to deploy individual services from the INTOUCH architecture and integrate with other systems.

A customer could choose to use only the composition services (and UI) for designing customer communications that other systems then deliver and track. Or choose to integrate only the (real-time or on-demand) communication creation services to request and get back highly personalized and contextualized final-format content. Or they could choose to use only the history services for recording all inbound and outbound customer engagements.

The flexible, services-based architecture makes INTOUCH more future-proof than any other CCM solution currently on the market.

InTouch Review

Nov 03, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: InTouch is a great CRM software which the company I work for used and still uses. I like that it has many templates that help you with your support reports and serving customers. Their customer support is amazing, and the software is very good. I love it!

Cons: The interface is a little crowded with tabs scattered all over. Things might be little hard to reach, but once you get used to it, that no longer becomes a problem.

Overall: Great experience. I've used many software products that do the exact same job, and I like this one!

The INTOUCH product

Jun 13, 2017
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The dashboard was a great way to see a snapshot of overall performance; flexibility of click-and-drag functionality, combined with a single asset library to use across all needs; templates that are readily available and customizable.

Cons: User interface is still lacking, and the way to get to specific tasks still proved to be a bit frustrating/unintuitive. The demo sometimes crashed mid-stream, although it never seemed to lose any of my work when it did.

Overall: I was able to see how easy it is to create dynamic, customizable communication templates that are better than the quality you'd get from an MS Office product. I am in the field of design for my career, so I appreciate when software is not only functional, but efficient and benefits the greater CCM industry.

Vendor Response

by Topdown Systems on June 13, 2017

This customer was part of our beta program and had been using pre-release software. The initial (i.e., beta) release provided the base functionality of the individual components. Each subsequent release has improved the flow between components and has added functionality. Customers on the production release report being incredibly pleased with the ease of use and level of functionality.

Versatility of Intouch software can not be over emphasised especially in the business envroniment

May 25, 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: 10.0/10 Not
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Extremely
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Pros: One of the reasons why I am very excited about Intouch is the micro services ability which has make it possible to integrate Intouch with any frontline application such as CRM e.t.c.

The multi touch point of communications for small businesses. At Printcall we call it Touchpoint Marketing

Overall: To ability to complete with our competitors

Have a robust innovate technologies by you as business, helps to overcome some challenges.