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 ...
Read the full reviewWe have used Incontact's products for 2 years and be more pleased with the quality and level of sevice provided.
Read the full review
Created for small to large call centers across various industry verticals that include customer service, financial services, telemarketing and hospitality, inContact has been specifically built for roles such as operations managers, supervisors, team leaders, customer support representatives, tech support specialists, data analysts, quality control personnel, workforce managers, and training professionals.
Used by 85,000+ contact center agents in over 1, 300 call centers worldwide, inContact clients include Schumacher Group, KBM Group and Frontline Call Center.
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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 !
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: 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.
it is easy to build call routing with the tools provided.
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.
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
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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.
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
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
Recommendations to others considering inContact Contact Center
If you want to run your mortgage brokerage seamlessly you need try this crm
inContact is a good multichannel customer care platform. Descent pricing and many available features.
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.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Recommendations to others considering inContact Contact Center
Pay for the monthly Technical Account Manager. It's $ well spent.
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.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Recommendations to others considering inContact Contact Center
If you are wanting to have a successful call center it is important to have a success package
inContact is an all-in-one contact center software solution that streamlines call center operations, improves agent productivity and maximizes the customer experience while significantly minimizing operational costs. Cloud-based, inContact allows contact centers to do away with pricey on-premise call center infrastructure, IT professional services for hardware, software and database administration and maintenance.
The software enables customers to communicate with contact center representatives via their communication channel of choice. Whether that’s a phone call, tweet or email, agents are able to handle customer interactions without having to switch between disparate systems, allowing for a seamless and delightful experience for all parties involved. inContact’s robust analytics and reporting capabilities give managers real-time insight into how many agents are on call versus available, the number of calls in queue, agent skill sets, and so on, so that adjustments, if warranted, can be made accordingly and quickly.
Some of inContact’s core features include multi-channel ACD (automatic call distribution), IVR (interactive voice response), ECHO surveys, predictive dialer and workforce optimization.
inContact enables multi-channel contact center communications via one universal queue, servicing various customer types depending on how they prefer to communicate – social media, mobile app, VoIP, SMS, phone call, chat or email. Its automatic routing system intuitively connects the customer to the most qualified agent, whether that’s one from the billing department, tech support, or who speaks a particular language. CRM integration gives agents full visibility into the customer’s previous interactions and transactions with the company, all in a single interface, eliminating the need to shuffle between systems or transfer the customer from one agent to another.
In contrast to premise-based contact center solutions, in the event of an operational interruption – such as flooding, heavy snow, and the like – inContact-powered call centers can function as usual by asking their agents to work from home, or wherever there’s an Internet connection, even route calls to other branches without negatively impacting the customer’s experience. Workflows can also be altered on the fly with a few clicks.
Customers nowadays are communicating with companies through various platforms – social media, voice, mobile applications, email, among others. Having the ability to interact with customers using their preferred communication medium without switching between applications is a capability provided by inContact to customer-facing agents, resulting in more efficient call resolution, more satisfied customers, and more cost savings.
inContact ACD’s skill-based routing feature directly connects customers to the most qualified agents and extracts critical customer data from CRMs like Salesforce or Microsoft Dynamics. This way, agents are equipped with necessary information even before they speak to the customer. With information and tools in one integrated system, representatives are better able to service customers, creating a more positive experience for both sides. The multi-channel ACD also allows agents to call back customers who are unable or unwilling to wait.
IVRs are primarily used to resolve customer issues as quickly as possible, either through self-service or speaking to a live agent. The inContact IVR solution fully integrates with the ACD software and can be programmed with relative ease through a drag-and-drop interface that supports on-the-fly adjustments, allowing you full control over how the IVR system handles inbound calls.
To minimize call handling time and improve agent productivity, the IVR gathers necessary customer information even before the customer reaches an agent, and the reporting tool provides visibility into the effectiveness of customer self-serve applications, which can then be improved to further increase customer satisfaction and cost savings. InContact’s IVR can also be used alongside your existing phone system, where phone numbers are rerouted to inContact and subsequently handled and managed according to the predefined rules you’ve set up.
Integration between the IVR and ACD software makes for intelligent call routing.
Surveys and customer feedback are essential for contact centers to gauge the effectiveness of their customer-facing initiatives. The same are used to evaluate individual agent performance, provide kudos or coaching, and generate reports for a more comprehensive analysis, which can then be tapped to improve existing service processes.
The inContact ECHO customer satisfaction survey is a real-time solution offered to customers after each agent interaction, while the experience is still fresh in their minds. Aside from making customers feel appreciated, you get the benefit of accurate FCR (first call resolution) statistics to gauge if you’re meeting customer expectations or not.
When outbound agents are not enough to support call volume and satisfy service level agreements, inContact’s blended predictive dialer software switches inbound agents to outbound mode, and vice versa, depending on the need. This maximizes your available resources when managing various campaigns. The predictive dialer also allows agents to contact only those they need to contact via the intelligent call suppression functionality, instead of filtering people out by manually contacting them.
The inContact predictive dialer offers various dialing methods: predictive dialing, where multiple calls are placed per agent, the pace of which is dependent on agent headcount, list attributes and legal regulations; progressive dialing, which are tailored for business-to-business campaigns; preview dialer, a combination of automated dialing and customer information preview so that agents know whether to accept or decline a call; and message lay-down where customers are contacted and left with automated messages. Ten phone numbers can be configured for each contact, and customized retry options can be created for each number.
It’s been said again and again: The workforce is the backbone of an organization. An organization, however, is only as strong as its people. inContact’s workforce optimization software analyzes customer interactions with agents through voice, email and chat conversation capture, saves time through automatic schedule creation based on skill levels, work preferences and call volume forecasts, targets and improves KPIs (key performance indicators), addresses skill gaps and identifies the reason/s behind agent and customer behavior.
Ensuring consistent agent coaching through regular agent performance evaluation lets contact organizations improve overall customer satisfaction scores, realize goals and devise efficient solutions to operational issues and bottlenecks. inContact’s workforce optimization software streamlines this process by scheduling eLearning and coaching events, as well as assigning courses from the quality management portal.
inContact has ready-made integrations with CRM software like Salesforce, Oracle RightNow and Microsoft Dynamics CRM. Also, inContact has just recently unveiled its inCloud Developer Portal where developers gain access to well-documented RESTful APIs (application programming interfaces) and SDKs (software development kits), 120+ already available APIs, including those that will still be published, and tutorials and FAQs on how to best develop SDK solutions and REST-based apps.
Depending on the company’s size, inContact offers a subscription-based pricing model. Its pay-as-you-go approach allows organizations to cost-effectively scale capacity to demand.
