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Good Product
What do you like best about the product?
Cloud Based and calls flow flawlessly all the time
What do you dislike about the product?
Overseas support can sometime be frustrating and take too long to resolve issues
What problems is the product solving and how is that benefiting you?
increased efficiency in our call flow - good suite of reports.
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great product, flexible.
What do you like best about the product?
Great product, very flexible, self programmable, can make changes on the fly if you know how, support is pretty responsive on urgent issues.
What do you dislike about the product?
cost - I would recommend for large clients but may not be cost effective for smaller.
What problems is the product solving and how is that benefiting you?
call center call routing, reporting, customization.
Recommendations to others considering the product:
none
Remote Agents
What do you like best about the product?
Scalability of the software. I can add agents, lines with just a couple clicks.
What do you dislike about the product?
I have been on the system sine 2010, getting past Tier I support for questions or issues to decrease my time on the phone.
What problems is the product solving and how is that benefiting you?
It has allowed us to hire more agents with the remote capabilities than our inhouse switches that I used to manage.
A very good cloud based ACD system
What do you like best about the product?
InContact is very easy to use, the support is fantastic and responsive and definitely brings their best foot to the game.
What do you dislike about the product?
I will say that some of the interface can be a little clunky to look around. Reports, especially customized ones, can be a little hard to sort out but they are introducing new layouts/interfaces shortly to handle this so we do look forward to those issues being addressed.
What problems is the product solving and how is that benefiting you?
We need a solid and responsive call system for our support center. InContact provides a health of information in terms of individual agent details, call center data and SalesForce integration which is a great to our organization's success. The level of detail available is actually very surprising, in a good way.
Recommendations to others considering the product:
This is possibly one of the best "call center" softwares I've dealt with in my 20 years of working in this capacity. There are always things that could be better but inContact does take those and into account and works to improve the product. Their support is bar none the best from any ACD provider I've worked with. They are responsive both over the phone and via chat on their website.
inContact Helped our startup launch successfully
What do you like best about the product?
Flexibility, Agent UI Experience, Reporting. Also the technical support and consulting on demand services were really great
What do you dislike about the product?
Detailed IVR configuration could not be done via the web, it had to be done using a local Windows client which was very inconvenient.
What problems is the product solving and how is that benefiting you?
We successfully launched the call center at our startup using inContact. The ease of training and use helped us successfully scale quickly!
Recommendations to others considering the product:
inContact allowed us to launch our call center with ease. When we need to migrate our call center from the west coast to the midwest, inContact allowed us to seamlessly accomplish this task with ease and with no downtime.
Easiest to Use and Flexible
What do you like best about the product?
The product and interfaces are easy to use and understand. The amount of options and tasks that can be done are vast and it allows for major changes to made quickly. It allows for extreme flexibility and adjustments to business practices and processes allowing for significant cost savings and improved customer relations.
What do you dislike about the product?
With so many closely tied systems and being cloud based it can be very difficult when there are outages or issues. It isn't as simple as restarting the servers and getting back online. At times outages can be vast and occur for quite some time as the right parties are engaged to resolve the issues.
What problems is the product solving and how is that benefiting you?
Ability to mange a small workforce of agents with ease to maximum support and limit staff. Also able to adjust to customer needs and modify processes in almost real time.
It's 2018, and NICE Is Another CRM... and It's Great!
What do you like best about the product?
Incontact is a fairly new company, but they seem to be 100% in tune with what a company needs.
I would never say that I am passionate about CRMs, but I have gotten to the point in my life that I have tried them all (maybe not literally, but it feels that way). Incontact does what-it-does very well. And stuff it doesn't do? Well it doesn't do that. :)
That may be vague, but I mean it in the best way. Incontact does not launch with broken or incomplete tools. They won't give you a boat today, and a paddle a year from now.
As for the tools themselves, all the things you would want to track user and prospect data is here. Like all CRMs, it is what you put into it. Incontact is VERY easy to set up, and makes certain competitors like Hubspot or Zoho look bad.
Support is great. Documentation is great (even though I never needed it... so maybe I am just assuming it's great), the layout is beautiful + easy to read, much more flexible than some alternatives. You won't be disaponted.
I would never say that I am passionate about CRMs, but I have gotten to the point in my life that I have tried them all (maybe not literally, but it feels that way). Incontact does what-it-does very well. And stuff it doesn't do? Well it doesn't do that. :)
That may be vague, but I mean it in the best way. Incontact does not launch with broken or incomplete tools. They won't give you a boat today, and a paddle a year from now.
As for the tools themselves, all the things you would want to track user and prospect data is here. Like all CRMs, it is what you put into it. Incontact is VERY easy to set up, and makes certain competitors like Hubspot or Zoho look bad.
Support is great. Documentation is great (even though I never needed it... so maybe I am just assuming it's great), the layout is beautiful + easy to read, much more flexible than some alternatives. You won't be disaponted.
What do you dislike about the product?
Guhh, I hate that this is a required field.
It can run a little slow while loading bulky requests (But every CRM can have this issue and it's not the dev's fault, and ever sales person will tell you that theirs doesn't have this problem). I would like to see them grow in a more mobile direction. Their pricing structure is weird, it doesn't fit our business structure very well, and we found that we limited certain employee's access to fit the frame (I think rethinking who used Incontact really had some positive restructuring benefits in the long term though).
It can run a little slow while loading bulky requests (But every CRM can have this issue and it's not the dev's fault, and ever sales person will tell you that theirs doesn't have this problem). I would like to see them grow in a more mobile direction. Their pricing structure is weird, it doesn't fit our business structure very well, and we found that we limited certain employee's access to fit the frame (I think rethinking who used Incontact really had some positive restructuring benefits in the long term though).
What problems is the product solving and how is that benefiting you?
If you have used a CRM in the past (hopefully you have... if not, have someone else vet your software PLEASE!) then you know what it does for you. In my role, I need to be flexible and rethink technology regularly, and you start to see the patterns.
Like all CRMs, Incontact will keep your notes together, help you maximize sales, improve your relationships with clients, unify your team, help your company scale as old employees leave and new ones take their place... If you don't have a CRM, get one today.
What Incontact brings to the table is a dedication to their product and the success of their customers. You will not find this dedication with the big dogs. Make sure your choose your alliance wisely, or be prepared to do massive technology overhauls.
Like all CRMs, Incontact will keep your notes together, help you maximize sales, improve your relationships with clients, unify your team, help your company scale as old employees leave and new ones take their place... If you don't have a CRM, get one today.
What Incontact brings to the table is a dedication to their product and the success of their customers. You will not find this dedication with the big dogs. Make sure your choose your alliance wisely, or be prepared to do massive technology overhauls.
Recommendations to others considering the product:
Try some of the free alternative availible like Hubspot, Zoho, Insightly, find out what your team needs, buy the product that is right for you.
User friendly and effective
What do you like best about the product?
First of all I like how user-friendly the system is. I'm able to answer calls and see all my information logged (phone numbers, start time of call, and duration of call). I can also search for a phone # in my history easily.
What do you dislike about the product?
Sometimes after a call if I forget to click release or end wrap up I'm not showing up as being logged into all primary groups and I miss opportunities to get calls. If there was a way to notify me that would be helpful
What problems is the product solving and how is that benefiting you?
Able to respond to customers quickly.
InContact has allowed us to grow our business over the course of the past five years
What do you like best about the product?
I like how their dashboards work. They make it easy to create new skills and monitor those using real time dashboards.
What do you dislike about the product?
They need to have the ability to create agent profiles. Our company has a lot of skills and every time we have a new agent start, you have to add all skills manually instead of just clicking a button to add a profile that already has those skills assigned
What problems is the product solving and how is that benefiting you?
Helping us to make more outbound call attempts within a much faster time frame and create automated call strategies within their scripting architecture to where we can deliver voicemails without the need for human intervention
Stable multi channel platform
What do you like best about the product?
Multiple channels provide an integrated approach for agents and supervisors
What do you dislike about the product?
SMS Channel communications are not as integrated as the other channels. Certain services require tangible upfront costs. Contact with Sales team is not always efficient.
What problems is the product solving and how is that benefiting you?
Unified customer support across multiple channels creates a more efficient internal process for contact resolution.
Recommendations to others considering the product:
This is a solid product, reliable, but implementation can be costly.
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