4.1 out of 5 (14 Ratings)
Mar 7, 2017
The product integrates easily with email and IPT services we use for our call centers. The project team was great to work with. The implementation cycle was extremely short. Subsequent rollouts have been the same. Overall this has been an extremely good experience.
Feb 23, 2017
The relations just start and we fixing some issues.
Feb 21, 2017
Very good multi channel cloud based customer care platform.
Feb 17, 2017
Having a strong eco system of partners workign for our business outcome
Feb 16, 2017
The are very knowledgable in the CCaaS space. They came to us with insights we didn't think of, and provided solutions for them.
Jan 20, 2017
We have used inContact in other areas of the business so this implementation was to help bring all contact center technology onto one platform. We have had some concerns with their system stability the last few months, but we were already moving forward with the implementation. The product set offered is very feature rich, but the implementation by inContact was not all that good and required rework on our part. We had a 3rd party help define the requirements and manage the implementation. Reporting can be limited and will likely require custom reports to get the data you need.
Jan 18, 2017
incontact was great to work with. Their third party implementation partner was not. We were told a lot of functionality that could be built in and then never delivered on. I think this is one of the reasons they no longer work with that third party. incontact support was great throughout our pilot and implentation process and they continue to work with us to help us succeed.
Jan 16, 2017
Tool is easy to implement and received lots of assistance from the vendor. Biggest challenge for us was identifying all of the various internal service teams who could/would leverage this tool. Vendor helped with significant knowledge of best practices, which was great for some of our less mature teams.
Dec 15, 2016
Extremely successful global project. Vendor's design tools are very powerful and flexible enabling us to create hundreds of custom designs for our company to meet many critical business driven requirements for us and our customers. We support customers and partners from over 50 countries in 19 different languages. We had extensive reporting requirements for our realtime and historical data. We migrated our contact centers from diverse legacy systems to a single architecture and vendor allowing us to streamline our operations and standardize our internal metrics for accurate performance measurements and goals.
Dec 7, 2016
Slow response on business critical functionality.