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4.3
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inContact

Salt Lake City, UT
Founded in 1997 as UCN Inc., the company now known as inContact began as a long distance phone service...
1997
Year Founded
93%
Recommend It
15
User Reviews
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Amy A.'s review forinContact

inContact Serves our Needs as a 211…

InContact serves our needs as a 2-1-1 call center by having quality service level, and ongoing customer support. The bi-weekly calls from our service representative is extremely helpful to keep us informed on updates and assist with any questions we have about the service. I would recommend InContact to other call centers or 211’s seeking quality telephony service.

InContact serves our needs as a 2-1-1 call center by having quality service level, and ongoing customer support. The bi-weekly calls from our service representative is extremely helpful to keep us informed on updates and assist with any questions we have about the service. I would recommend InContact to other call centers or 211’s seeking quality telephony service.

Pros: Bi-weekly support from our Technical Account Manager.
Cons: None.
Would Recommend: Yes

We use inContact primarily via the …

We use inContact primarily via the Salesforce agent. It works well for our business needs.

We use inContact primarily via the Salesforce agent. It works well for our business needs.

Would Recommend: Yes
Megan N.'s review forinContact

I have never written a review…

I have never written a review before but I feel ethically responsible to warn any potential businesses from going through what my business has been through for the past year. We are a 100 seat outbound call centre and had been using Five9 for four years. We switched to InContact due to great sales pitches about their reporting and quality product. To date, we have lost $250,000 due to a botched integration with our CRM, Salesforce. Our efficiency decreased, our costs doubled (costs are FAR beyond promises in contract and sales process), and we could not accurately log completes, the foundation of our billing model. After six months of working with Incontact to find resolution, they told us it would be another year to resolve. We told them we could not take losses for another year and we went back to Five9. Then the true immoral fibre of their company began to become apparent. They charged us full charges three months beyond when we cancelled their services and charged us an additional $20K cancellation charge because we cancelled before a year even though our contract clearly states that we could cancel if the system was not working properly. I urge you to not believe what they say under any circumstances. In 20 years of owning a business, I have never experienced such poor service and unethical practices.

I have never written a review before but I feel ethically responsible to warn any potential businesses from going through what my business has been through for the past year. We are a 100 seat outbound call centre and had been using Five9 for four years. We switched to InContact due to great sales pitches about their reporting and quality product. To date, we have lost $250,000 due to a botched integration with our CRM, Salesforce. Our efficiency decreased, our costs doubled (costs are FAR beyond promises in contract and sales process), and we could not accurately log completes, the foundation of our billing model. After six months of working with Incontact to find resolution, they told us it would be another year to resolve. We told them we could not take losses for another year and we went back to Five9. Then the true immoral fibre of their company began to become apparent. They charged us full charges three months beyond when we cancelled their services and charged us an additional $20K cancellation charge because we cancelled before a year even though our contract clearly states that we could cancel if the system was not working properly. I urge you to not believe what they say under any circumstances. In 20 years of owning a business, I have never experienced such poor service and unethical practices.

Pros: Good salesman.
Cons: SMALL BIZ- STAY AWAY!!!.
Would Recommend: No

inContact is a good multichannel…

inContact is a good multichannel customer care platform. Descent pricing and many available features.

inContact is a good multichannel customer care platform. Descent pricing and many available features.

Would Recommend: Yes

Incontact is easy to use…

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. 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.

Pros: features, ease of use.
Cons: cost, service in the cloud.
Would Recommend: Yes
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Provider Overview

Founded in 1997 as UCN Inc., the company now known as inContact began as a long distance phone service carrier. After a number of partnerships, mergers and acquisitions throughout the years, UCN Inc. officially changed their name to inContact in 2009. With over 1,800 cloud contact center deployments, inContact is easily one of the leading contact center software providers. inContact offerings expand beyond just an ACD, including core contact center infrastructure, workforce optimization, and even an enterprise-class telecommunications network.

Ever since their 2009 name change, inContact has continued to both innovate and acquire new technologies and solutions. In 2014, the inContact purchased the then named CallCopy, which provided a strong basis for the company’s Workforce optimization software. In May of 2016, the software group NICE Systems announced their acquisition inContact. This newly lead inContact will continue to enhance customer service, as well as offer the first fully integrated and complete cloud contact center – allowing companies to interact with their customers in completely new ways.

Overall, inContact’s platform and solutions combine contact center software with a national connectivity network of phone and Internet. Based in Salt Lake City, Utah, inContact also operates an international headquarters in London, as well as the Philippines.

Most Popular Plan:

Hosted inbound and outbound contact center with IVR

  • Pay as you go billing
  • Scalable according to demand
  • Compatible with inCloud Apps
  • Predictive dialer
  • Easily add agents whether office-based or virtual
  • Adheres to government regulation, including Do Not Call Registry

inContact Contact Center Software Highlights:

  • Over 100 CRM integrations
  • Pay-As-You-Go pricing model to scale capacity on demand
  • Hosted solution
  • Easily add functionality as your company grows
  • Automatic software updates at least 2 times per year
  • Support for single-site or multi-site contact centers, including home agents
  • Pay as you go billing
  • 99.99% availability SLA
  • inCloud Apps
  • Predictive dialer blends inbound and outbound calling
  • Agent evaluation and other reporting
  • Integrated eLearning and Coaching Management
  • Dashboards
  • Compatible with inContact software

All Available Plans & Services:

  • Multi-Channel ACD Software
    • Compatible with IVR, social media, email, and chat/IM
    • Call customers back instead of having them wait on hold
    • Blends inbound and outbound calls to connect inbound and outbound calls during peak demand
    • Graphical User Interface, easy to understand
    • Skill-based routing
    • Compatible with other inContact software
  • Interactive Voice Response
    • Automated speech recognition
    • Text-to-speech
    • Call customers back instead of having them wait on hold
    • Customizable operating hours and days
    • Compatible with proprietary and third-party CRM software
    • Users can make their own updates rather than wait on IT team
    • Customer self-service option
    • Compatible with other inContact software
  • Personal Connection Outbound Solution
    • Eliminates lag between when customer answers the phone and the agent is connected
    • Predictive dialing
    • Patented pacing algorithm
    • Compliant with Do-Not-Call registry
    • Real-time dialing list adjustments based on customers’ positive or negative reactions to the call
    • Synchronize external systems with Proactive XS
    • Tools to build custom scripts
    • Compatible with other inContact software
  • Workforce Management (WFM)
    • Optimizes schedules
    • Forecasts customer demand based on skill, media, time of day, day of week, and special events
    • Accounts for availability based on vacation schedules, skill levels, legal requirements, daily breaks, targeted service goals, shift trades, etc.
    • Empowers employee to make requests for schedule changes and vacations
    • Tracks actual attendance to compare to scheduled attendance
    • Real-time graphical view of both predicted and actual statistics, including call volumes, handle times, success rates, etc
    • Automated alerts regarding imminent success or failure to reach goals
    • Compatible with other inContact software
  • ECHO Customer Satisfaction Surveys
    • Multiple delivery options, including email, chat, SMS/Text, and IVR
    • Customer satisfaction surveys given immediately after call ends
    • Pre-built reports
    • Measure First Call Resolution with customers’ input
    • Compatible with other inContact software
  • Supervisor-On-The-Go Mobile Application
    • Compatible with iOS, optimized for iPad
    • Downloaded securely from iTunes
    • Not currently compatible with Android or Kindle
    • Monitor activities in real time
    • Ensure SLA adherence
    • Change agent’s status on lists with a finger swipe
    • Whisper mode to communicate with agent without customer hearing
    • Compatible with other inContact software
  • Reporting & Analytics
    • Create historical reports using over 100 industry standard metrics
    • Track critical metrics and trends in both real time and over a set period of time.
    • Easily write reports
    • Drill down to get detailed data
    • Filter by agent, team, skill, or campaign
    • Find problem areas
    • Export to Excel or other spreadsheets
    • Compatible with other inContact software
  • Cloud Contact Center Software
    • Hosted solution
    • Easily add functionality as your company grows
    • Automatic software updates at least 2 times per year
    • Support for single-site or multi-site contact centers, including home agents
    • Pay as you go billing
    • 99.99% availability SLA
    • Compatible with other inContact software

Help & Support Options:

  • Over 90% of help desk calls are answered within 30 seconds
  • 80% of calls are answered within 60 seconds.
  • Phone Support: 1-866-965-7227
  • Live Chat Support
  • Customer care M-F 6AM-6PM MT
  • 24×7 business affecting hotline
  • 1 technical business contact/1 technical contact
  • Fee-based access to Customer Success Managers, professional services, live webinars, self-paced courses.
  • Care Plus:
    • All above features
    • 24×7 live customer care
    • Customer success manager dedicated to your account
    • 10% discount on professional services and courses
    • Free access to webinars
  • Care Premier:
    • All above features
    • Technical service rep assigned to your account
    • Customer designates two technical and two business contacts
    • Customer Success Manager dedicated to your account
    • 3 hours of Professional Services assistance per month
    • 20% discount on further Professional Services
    • 20% discount on fee-based courses
  • Premier Success:
    • All above features
    • Priority call routing
    • Semi-annual, on-site reviews with Customer Success Manager
    • 30% discount on additional consulting services
    • 5 hours of Professional Services assistance per month,
    • 30% discount on further Professional Services
    • 30% discount on fee-based courses
  • Premier Success Plus:
    • All above features
    • Priority case routing
    • Customer designates three technical and three business contacts
    • On-site quarterly reviews with Customer Success Manager
    • Monthly strategy session
    • 40% discount on further consulting services
    • 10 hours of Professional Services assistance per month,
    • 40% discount on further Professional Services
    • 40% discount on fee-based courses
    • Unlimited access to scheduled training sessions held at inContact in Salt Lake City

Awards & Recognitions:

  • Frost & Sullivan Best Practice Award, 2012
  • CRM Magazine Rising Star Award, 2014
  • Clients include the City of San Diego 211 service, Region of Hudson Valley 211 service, Konica Minolta, Frontline, TMS Health, United Way, VacationRoost.com, Event 360, Activision.
  • White label partnership with Verizon to use inContact Hosted Contact Center Solution as Virtual Contact Center.
  • Named a Leader in the Gartner, Inc. 2016 North American Contact Center as a Service report

Editor’s Bottom Line:

inContact has certainly been regarded by many as a game-changer, and leader in the contact center software industry. The company was recently named as a Leader by Gartner, Inc. in their 2016 North American Magic Quadrant report of Contact Center as a Service provider. The combined hosted contact center solution and existing carrier-grade network have provided inContact with a solid and robust foundation from which to expand and innovate. Since their recent acquisition by NICE Systems, the company has continued to expand its offerings, including a large roadmap of what’s to come following the acquisition.

With their current portfolio of solutions, inContact offers an impressive number of features in one package that would normally require multiple alternative vendors to fully recreate. Through their hosted Contact Center products, inContact can offer a large number of solutions in order to completely tailor their service to just about any company’s needs. With inContact, you are not purchasing a canned carbon copy solution meant to fit into any business, but instead a completely custom solution for just your company’s needs – whether hosting an Inbound Contact Centers, Outbound Contact Centers, or simple Customer Service. With their massive array of products and solutions, inContact is also capable of supporting Enterprise Contact Centers, Help Desk Support, Fundraising and even Collections Agencies. Their entire platform is backed with a high level of security and reliability, including 99.99% uptime with an SLA to match, and even a unique Trust Office to ensure the highest security standards to match any business’ needs.

Contact and call centers powered by inContact are equipped with advanced Automatic Call Distribution, an intelligent Interactive Voice Response system, the company’s Personal Connection Outbound Dialer, CRM integrations to help ensure the highest level of efficiency, and even their own mobile app, Supervisor-on-the-Go. While many competitors have quickly rushed to follow inContact’s lead on the mobile frontier, their Supervisor-on-the-Go app is still recognized by many as one of the first, and even leading mobile app available in for remote admin control of any contact center solution.

Workforce Optimization from inContact combines the efforts of voice recording, screen sharing, speech and desktop analytics, customer satisfaction surveys, as well as coaching and training capabilities to ensure contact center agents will perform with the highest level of efficiency and productivity. inContact’s featured packed platform is equally matched with their industry leading 99.99% SLA guaranteed network uptime, and a fully redundant network with two data centers located in the U.S. and two in Europe. On top of that, just in case something ever does go wrong 24/7 emergency care and 12am to 5pm customer care is provided to all customers, with the options to expand your support plan to include total 24/7 customer support and even a dedicated rep for your business.

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