inContact

CXone Personal Connection

4 / 5 52 reviews


Average Ratings

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

Product Details

  • Starting Price
    $150.00/month/user
  • Deployment
    Cloud, SaaS, Web
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

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

About CXone Personal Connection

NICE inContact CXone Personal Connection is a patented proactive outbound dialer that generates more revenue and fewer hang-ups. It gives your Inside Sales team an easier way to attain quota by connecting with more prospects every day, and helps your Customer Service team reduce inbound calls through personalized, low cost, and proactive outbound notifications.


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CXone Personal Connection Features

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CXone Personal Connection Reviews Recently Reviewed!

6423772ad9782e06a5143db074353f16

Trained and implemented. Easy to use, hard to troubleshoot.

Oct 11, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It was easy to setup new people, change skilling, update holidays and pull reports.
I trained agents and new leads to use the system. Help set up chat and provide quick replies. I liked the visibility available in real time and the ease of pulling reports.

Cons: Putting in tickets was time consuming and hard to prove errors received. Had to have special permission to submit a ticket and at times tickets were closed without the issue being resolved.

Overall: Better reporting and easy to setup new users with different access.

Huge step up from our last platform; placing tickets was difficult

Oct 11, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money

Pros: It's easy to use. We set a lot of it up ourselves. We would routinely add new users. Changing skills was easy; setting up chat was easy, etc. There was some training that needed to be done in certain areas...but a lot of was pretty instinctual.

Cons: Placing tickets was rough. I made my coworker do it because she had the most experience. We had to login to another system and fill out this whole survey, basically, to get things fixed. They didn't go wrong very often...but when they did, it was daunting. Emailing our rep about issues would have been easiest, but it seemed filling out tickets was required and that was not enjoyable.

Amazing

Jul 21, 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: 9.0/10 Not
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Pros: The ability to build your reports and have data my range (single or summary) along with ability to schedule your reports and have them sent directly to your email address

Cons: The time format is the same for every field so you would have to convert values to the way you want it differently

Overall: It saves a lot of time by being able to run reports using a range

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: 9.0/10 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: 10.0/10 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 is easy to use

Feb 27, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: it is easy to build call routing with the tools provided.

Pros: studio

Cons: cost, cons of having the service in the cloud.

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: 8.0/10 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.

Mortgage

Feb 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: Loved the overall functions of this Crm it is great for my industry. The Crm allows you to run your company with the confidence that you can stay on top of the day to day business and acts like a key member of your team.

Pros: I love the fact that it works perfectly with filogix system and that it is tailor made for the Mortgage industry.

Cons: The price for single use

Recommendations to other buyers: If you want to run your mortgage brokerage seamlessly you need try this crm

Good product, Good platform

Feb 15, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: inContact is a good multichannel customer care platform. Descent pricing and many available features.

From Rocky to Rockin'

Feb 13, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: We've been with inContact since 2013. Our initial start was very rocky. We had several staff/contact changes at inContact, inconsistent/conflicting information and instructions, and poor documentation. Since then, inContact has completely turned this around. This is thanks in large part to the excellent efforts of our Technical Account Manager and his team. His support is excellent and response time is great. Updates made to the Knowledge Base and technological updates have all helped to make inContact something I gladly recommend. My only complaint is that their site is still not mobile friendly which makes it hard to make changes, such as our hours of operation, on-the-go.

Pros: Technical Account Manager's support has been excellent. Features work well.

Cons: Their interface needs to be responsive/mobile-friendly and reporting could be a little easier to use.

Recommendations to other buyers: Pay for the monthly Technical Account Manager. It's $ well spent.

inContact is awesome

Feb 13, 2017
5/5
Overall
4 / 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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Comments: I started as a new Telecom manager and admin last June. The amount of support and help I have been given by inContact has been fantastic. I would have definitely failed if it weren't for inContact's software and service.

Pros: Adaptable and robust if you want to do it or need it done inContact can help find the solution.

Recommendations to other buyers: If you are wanting to have a successful call center it is important to have a success package

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: 10.0/10 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.

BUYER BEWARE: Make sure your read the fine print on contract and confirm 100% that the features you want do not have hidden costs

Feb 06, 2017
1/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: I spent a long time researching software solutions in the industry to create a full integration with our software platform. During the sales process, the sales person made statements that were not accurate. I was led into believing my costs would be constant per user and it turned out to be a lie. Upon our launch, we had scheduled to bring out their training staff to help train our employees. They sent someone who sat in our office for 2 days and was not able to help anyone. This person actually left early while he was there and every question that was asked, he did not have a response. He would have to call someone else. After we signed our contract, everything turned into $$$$ for this, $$$ for that. I have never felt so deceived in my life. The sales person even used the fact that he was having a child to coerce me to sign the contract with his relentless approach. I should have sniffed this out during the sales process. While they have some features that are nice, everything has started to unravel. I lost a client because of the number of dropped calls that they have had. When we were first launched, there were countless issues with the configuration that caused us to lose calls, voicemails and essentially tarnished our image to our clients. It was very clear that no one understood what I was sold because I have been around nearly every department possible at that company. Reseller, Affiliate, you name it. The most disturbing part of all of this was the convenient negligence from their sales team that I could get the same exact thing I was being sold by going through Ring Central directly. The sales person knew EXACTLY what I wanted. I was crystal clear because I knew this would be a problem. I am just warning you to make sure you are VERY careful with the purchase of this product. Don't be fooled by 90% off discounts on their contracts. It just lures you in and then they will nickel and dime you for every little thing.

Pros: Gives the flexibility to write you own scripts, if you have the knowledge to do so. Otherwise, you are paying.

Cons: Too long and complicated to set up Too many random issues that we had to figure out ourselves No mobile solution SMS support is too pricey.

Recommendations to other buyers: Be very careful if you plan to purchase this product. I was sold a product that did not resemble what I requested. I was very clear and upfront in regards to what I needed/wanted from a product. I was ASSURED several times, even as I shared a pricing calculation spreadsheet with our sales person, that I had to hard cost. Once the sale was finalized, my sales person completely disappeared. I was handed off to a completely new group of people who did not seem to be in tune with the sales person. Suddenly, everything we had discussed started over. Many of the things I was promised now cost extra money. Do not fall victim to heavy pressure tactics from sales people. My sales person had the nerve to ask me to sign the contract as a gift.

I'm not sure who inContact is right for.

Jan 27, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Comments: You won't hear me say that inContact is the worst phone system I have ever used, but it wasn't my favorite. Reporting was difficult-impossible, We had regular call drops, and when we called Support about it they were rarely helpful. inContact is functional, but I would often time be testing the system a minute before a call to ensure that the line was working. I know other companies that have not had the issues we had, and maybe it's regional, but at the end of the day, the prices are not dazzlingly cheap.

Pros: The interface was easy to use and set up was quick.

Cons: Set up was quick, but we were constantly fiddling. There was just never guarantees of it being functional, and support always ranged from ok -bad.

Recommendations to other buyers: I think buying any software should be a journey, and in my opinion, there are better things to check out on that journey. There are cheaper options and options with more integrations.

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

Good product

Dec 13, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: I have been using the product for 2 more years, it is easy to pull reports, and uploading list is more convenient

Pros: raw data can be pulled easily

Cons: it takes a lot of time to pull more than one month long data

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: 10.0/10 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: 10.0/10 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.

InContact is our chosen and preferred cloud based platform!

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: 10.0/10 Not
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Comments: We have been in the contact center industry for a long time and have went through various vendors over the years. InContact has proven reliable year after year. Their constant upgrades to stay competitive in the industry keep us with the latest feature and their support improves every day. I highly recommend their services.

Pros: Ease of use. Ability to train multiple people on different aspects and roles. Easily configured and managed. Constantly being updated and improved. The new supervisor mode was the best improvement yet.

Recommendations to other buyers: I have extensively researched call center platforms for feature functionality and ease of use. inContact always comes out as the best investment for the cost.

Fantastic services

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: 10.0/10 Not
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Comments: inContact provides an extremely great platform which is perfect for service desks that have unique needs.

Pros: -Very customizable call queue flow -Amazing REST API -Reliable data -Reliable uptime performance

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: 10.0/10 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: 9.0/10 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: 8.0/10 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.

Reliable, Scalable, and Felxible Products - Great People to work with

Nov 15, 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: 10.0/10 Not
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Comments: inContact offers an exceptional suite of products for all contact center needs

Pros: outstanding employees and product offerings

Highly Satisfied! Great product!

Nov 10, 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: 10.0/10 Not
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Comments: I highly recommend InContact Call Center Software. Other call center software cannot compare. Startup was very easy, the system is very user friendly and reliable, and customer support was very hands on and helpful. Too many benefits to list. Great product!

Pros: Reliability and user friendliness

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: 10.0/10 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: 10.0/10 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: 10.0/10 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: 5.0/10 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.

Constant Service Issues, Terrible Customer Support

Oct 13, 2016
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money

Comments: While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still have at least one impacting event every week or 2, that lasts 20-30 minutes. The customer support is the worst I've ever dealt with. Some of them are nice, but clearly just don't have any idea what they're talking about, and some of them our downright rude. 1/3 of the time I call them, I know right away, based on their initial response, that there's no way they're going to be able to resolve my issue. Another close to 2/3 of the time, they take my info, ask me for info they could find themselves, and then create a case. They keep updating the case, until eventually the issue just kind of resolves itself, and then they close the case. Then, of course, the issue comes back 2 days later, and the process starts over again. I've even had a service representative flat out tell me my agents are lying to me, rather than treating the issue like it's InContact's fault - he also basically told me I was an idiot for "not seeing the obvious answer". We did, later, find proof that it was InContact's fault. For all of our service issues over the last several months, they did provide a credit due to the guarantee, but six months of refunds came out to be about 8% of one month's bill - not much of a refund for constant issues and headaches that cost our company sales and hurt our department's credibility. The script (InContact's Studio) is immensely and unnecessarily confusing, and if you can't figure out how to do it yourself, customer support will try for about 30 minutes and fail (hopefully not breaking anything else in the process), and then you have to call their professional services, which charges for every 15 minutes you're on the phone. Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help. Many of their other add-on softwares are also unnecessarily confusing, outdated, buggy, or a combination of all 3. For instance, their WFO software, Verint, is incredibly confusing. Three of our employees went to a week-long training (which we paid a lot for) right before I took this position, and none of those employees could really tell me how to use the software. They did, however, forward to me 2 separate guides for the software, which totaled nearly 1,000 pages. Even with the wide array of unnecessary and complicated options, I still couldn't customize it to my needs after working with it, and customer support for nearly a month. They are moving away from Verint, because the company that acquired InContact has a competing product, but this point still stands for their other softwares as well - InView is nice, but very buggy and finicky, and we couldn't get quick results from our Account rep there - Uptivity looks like it was created in the early 90s, and is also relatively confusing, and non-user friendly - their customer support is also horrid. The only reason we haven't switched already, is I'm finally starting to understand their Studio (after 9 months in this job), and I don't want to start over, and I'm worried that another company will be just as bad, or at least close. But it really hurts to pay so much for a poor service. As far as price, I don't have enough experience in the field to be a great judge on this, but in speaking with others about some of their add-on service quotes that they've given us, I'm quite sure that these at least are a pretty terrible deal.

Pros: Reports are much more customizable than our last service The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting.

Cons: - Poor Customer Service - Buggy/Non-user friendly add-on products - Constant Service Issues - Complicated Script - Expensive Professional Services

Great CRM

Oct 07, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Comments: This is a great CRM. It's functionality and ease of use are second to none. I would suggest this to anyone looking to organize their contacts and convert leads.

Pros: Ease of use, interface looks great.

Cons: Not as customizable as I would like.

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.

InContact Cloud Software

Oct 04, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company.

Pros: The call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs.

Cons: The support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting timelines for items to be completed. The training provided to support the back end such as script building and maintenance wasn't sufficient. It will require dedicated time and support to learn it efficiently enough to be able to maintain it without disrupting anything. I will say that it was a pleasure to work with the technical lead assigned to our implementation he was great at assessing our need and finding solutions to meet it. Dealing with our InContact assigned technical account manager initially was a struggle. They didn't seem to absorb a lot of information related to our account which caused some unnecessary errors related to our billing. It took a couple months to resolve that matter. The follow up from them has not been the greatest, albeit you get what you pay for. They do have an option for an account manager that provides more dedicated support which we are looking into.

Recommendations to other buyers: InContact is budget friendly according to your need, and has a lot of innovative options. They offer a lot of customizable features which allows your the flexibility to tailor it to your customer needs. Be aware of all of the cost related to call routing, number assignment etc. Fully understand who has ownership of what and who is responsible for supporting all aspects. Take time train, learn and understanding their product. Overall it is a good product, but their support has room to grow.

Contact Center Software by inContact - A fair and honest review.

Sep 23, 2016
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
3.5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: 99.99 % uptime guarantee seems to be accurate. The most important part of this software is having it up and running, which the contact center has done.

Cons: Occasionally there are tech issues which to not directly affect the uptime, but still make it difficult to ensure the calls are coming through.

Recommendations to other buyers: This is a fair option for a contact center software. There are others out there, so definitely shop around to find a solution that works for your team, but this is a very solid option.

Cannot handle high volume of calls.

Sep 22, 2016
3/5
Overall
4.5 / 5
Ease of Use
1 / 5
Features & Functionality
Likelihood to Recommend: 1.0/10 Not
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Pros: The best feature of this product is the customized dashboard for real time management and historical trends.

Cons: System crashes multiple times daily. Dashboard can contain a maximum of 20 widgets. As a real time analyst, I need to see several different views at one glance to make efficient changes.

Recommendations to other buyers: Look for a complete package -- don't mix and match. Purchase all options of the program for full support and enhancements down the road. Call client, workforce, employee engagement, customer service, sales, etc.

inContact for inbound CS

Sep 13, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3.5 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Competitively priced. Functional call delivery. IVR back end was pretty easy to navigate.

Cons: Poor visibility to customer history on previous contacts, particularly via email agent. Integration with CRM software wasn't competitive with marketplace.

Recommendations to other buyers: Good for driving efficiency. Requires more labor and development if you're trying to drive insights, too.

Promise of savings in implementation nullified in execution

Jul 20, 2016
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Pros: Reasonably nice and well intention middle management.

Cons: don't seem to have much acumen in call centers regarding the product, product failures, business drivers and impacts. Near constant issues - daily/weekly - total shut down, data integrity issues, carrier issues - too many to list. Serious impact to my business growth as we are spending 80% of our time managing these issues. My team's morale has plunged. They are our 3rd VOIP ACD provider all of whom seem to share a fundamental lack of critical thinking, general contact center business acumen and technical skills necessary to maintain basic performance of the platform let alone implement anything de rigeur in the 21st century contact center. The issues have been so profound with all 3 (Five9, 3CLogic and now Incontact) They do, however, place a premium on billing and payments without regard to the enormity of issues their clients deal with.

Recommendations to other buyers: I would steer clear of VOIP ACD at this point - they have about 5-10% of market share and unless you're willing to absolutely pay a very high premium for their service and support, you are likely going to have very serious business impacts that render any purported promise of savings null and in fact increase your costs, level of effort in management, loss of business and very likely medical bills from all the stress of dealing with them. VOIP ACD is not mature enough to handle enterprise requirements.

A good software interface for an upstart company.

Mar 09, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
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Pros: Once the associate is logged in, InContact has a pretty intuitive interface for any associate to quickly grasp and service customers. As a manager, I appreciate the ability to quickly train associates to have them service customers as quickly as possible.

Cons: InContact has a bit of work to do in client relations. If our team required technical support, the amount of time it took for a ticket to get resolved was much longer than I would've liked it to be. I think a more active account executive would've helped this process along.

Recommendations to other buyers: I wouldn't recommend this product as a long-term solution, but if you find your team scaling, this is a great "big net" solution to get your team calibrated.

Functional but inconsistent and difficult to troubleshoot.

Mar 08, 2016
2/5
Overall
3 / 5
Ease of Use
1.5 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
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Pros: Client was relatively clean and unobtrusive, simple to install and phone software was functional.

Cons: Frequent crashes, login issues, call quality issues, and tying license keys to a machine instead of a user was a major inconvenience. Softphone licenses were tied to a specific machine, so if an agent was working from home or had to switch machines, getting them up and running again required a call to inContact to get the license re-activated. In addition, their team was very slow to respond to any of our other inquiries.

Recommendations to other buyers: Definitely look for newer clients, and integration into Zendesk or another cloud based platform that allows better user lookup and ticketing.

InContact Review

Mar 08, 2016
2/5
Overall
1.5 / 5
Ease of Use
2 / 5
Features & Functionality
Likelihood to Recommend: 3.0/10 Not
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Pros: Unfortunately I do not recall any good or easy experiences with InContact.

Cons: It always malfunctioned, making managing contacts/agents very difficult.

Recommendations to other buyers: Make sure they have a strong relationship with a support agent.

Terrible system! Constantly having issues!

Jul 30, 2015
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
Likelihood to Recommend: 2.0/10 Not
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Pros: When the system does work (which is extremely unpredictable) then it makes calling out to prospects a lot easier with the ability to "click to dial" instead of having to manually dial every number.

Cons: Ever since my company implemented this new system we've had more days with issues than I can count. Unreliable system that is constantly stalling and booting me out and giving me "error" messages.

Recommendations to other buyers: I would look at other options. I've never worked with a more frustrating system at a workplace.

inContact Review

Oct 29, 2014
3/5
Overall
3.5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: Acceptable. Even if it's useless in the real work, everyone is trying to adapt to use it.

Cons: There's little I don't like. It's easy to learn.

Recommendations to other buyers: Maybe they could make more user-friendly software instead of pinpoint the technology.

InContact246

Oct 24, 2014
4/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: WFM software works great, everything works great together.

Cons: Sometimes they are little slow to respond to issues, especially around software technology issues.

Recommendations to other buyers: Make sure you want them hosting the solution and that you wouldn't be better off going directly through the vendors

Bad experience with inContact

Aug 13, 2014
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 1.0/10 Not
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Pros: There's not much I like. Their customer service is horrible. We have to leave a message or create a ticket and then wait for a return call, which we often don't receive. Dropped calls, refused calls, and call echos are constant.

Cons: Their support and callback times are terrible.

Recommendations to other buyers: This is our third provider. So far, we are extremely dissatisfied. They all seem to have issues. We would love someone with good service and quality products!

Aug 18, 2011
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Comments: Truly one of the major benefits that we were able to attain from a solution such as this was improved analytics and reporting capabilities. With our previous solution we were very limited with the canned style reports that we had. Now, we're able to have a lot of robust reports to see real time statistics. We have improved disaster recovery, we're leveraging inContact's geographically diverse data centers. We have a 99.9% Service level agreement with them and we're able to keep all the callers in queue if we have any type of premise based issue that we need to deal with. In the last 3 years since we've been using the inContact solution, we've actually grown 239%. The ability to scale to meet that growth rate is really important to us.