inContact Review

inContact helps call centers around the world create successful customer experiences through a robust suite of cloud-based call center software solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth.

What inContact does

The inContact product suite delivers core features and functions on a per seat basis, with the ability to scale capacity up or down as business fluctuates. Typically inContact applications are used by customer service, customer support, order entry, direct response, reservations, or most any department that is seeking a more effective set of tools to manage its inbound call or contact activity.

Satisfied Customers

211 New York, Activision, AGCO, Buyers Protection Group, Cheapcycleparts.com, Customer Dynamics, Customer Service Initiative, Event 360 Inc., F9 Group, Frontline, Fused Solutions, Inservice America, Konica Minolta, RiverStar Software, San Diego 211, Sitel, TMS Health, Uniters North America, United Way, VacationRoost.com, Vector BPO

Call Center Product(s)

  • inContact On Demand Call Center Software

Call Center Software Key Features

  • With no large upfront costs and no annual maintenance or upgrade costs, inContact is cost-effective and can easily fit into a company’s budget.
  • Flexibility and Scalability – inContact is able to grow with your company, whether you want to increase or decrease the number of call center seats from month to month, inContact is easily scalable to your business needs.
  • Quick installation processes – contact centers can be up and running in a day with no hardware to install or configure.
  • Multi-Site Centers – provides the ability to connect multiple call centers instantly while also allowing agent management across multiple sites, eliminating the need for IT resources everywhere.
  • Safety & Security – enterprise-level safety and security at no additional cost and benefit from inContact’s top level IT resources.
  • Benefit from inContact’s IP Network, designed for redundancy and fallover to improve reliability while also providing superior quality.

Call Center Software Modules

  • Interactive Voice Response Systems (IVR)
  • Hosted ACD routing
  • CTI Software
  • Inbound/Outbound Call Blending
  • Remote Agent/Multi-Site Support (Virtual Call Center)
  • Web Based Administration
  • Management Reporting
  • Monitoring/Recording Options

Call Center Technology

The inContact all-in-one on-demand platform delivers rapid application development tools for IT control, no capital expenditure, Fortune 500-compliant security, and a 24/7/365 managed network with carrier-grade redundancy. It’s designed to significantly enhance the customer contact experience, boost agent productivity, and improve overall profitability.

Bottom Line

inContact has the right products and the right business model to be successful in the contact handling market right now. No other vendor has bundled a national IP network with productivity and quality enhancing application solutions under a market disruptive pricing model. The company is changing the way mission critical applications are delivered and priced for the contact handling marketplace.They’ve received Product of the Year awards from Customer Interaction Solutions three years running, as well as 2010 IP Contact Center Technology Pioneer Award from TMC.net and 2010 Innovation Award from TMC Labs.