inContact Call Center Review

Company: inContact
Call Center Product: inContact All in One Suite

inContact helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center call routing, self service, and agent optimization 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.

For more about how inContact software can help your call center, check out our exclusive, FREE white paper offer: Revolutionizing the Customer Experience: How 3 Contact Centers Were Empowered to Succeed.

inContact Key Features
inContact solutions are available on a per person basis, as they are completely scalable.  There are no up front costs, installation is a quick process and there are multi site centers.  The on-demand solutions have a wide range of features, including Interactive Voice Response Systems (IVR), management reporting, inbound/outbound call blending and more.  Below is a comprehensive list of the inContact All in One Suite’s key features.

inContact makes operating a profitable call center easy. As a cloud-based provider, they can:

  • Have you up and running fast
  • Make it possible to do business the way that works for you: at-home, globally, or from multi-site locations
  • Enable the most productive and cost-effective agent arrangement
  • Help you automate mundane service processes so you can focus on more important business activities
  • Reduce your IT costs and eliminate technical hassles
  • Seamlessly integrate with multiple in-house and commercial technologies, including CRM systems

Backed by research, inContact is the most reliable contact solution on the market.

  • According to Ventana Research, inContact  has the highest product reliability in the business*
  • 99.99% availability SLA
  • inContact successfully processes over 30 million calls a month
  • Geographically redundant

*Value Index for Agent Performance Management in 2010 by Ventana

Hosted Call Center Software Key Features:

  • No need to buy, maintain or upgrade hardware
  • No large upfront costs
  • No annual maintenance or upgrade costs
  • Automatic updates
  • Multiple sites can operate as one, reducing IT costs
  • At-Home friendly
  • Billed only for what you use each month
  • Reduces attrition
  • In-house telecom reduces connectivity costs
  • Leverage your ability to succeed while remaining low risk

inContact’s call center solution is delivered as software-as-a-service (SaaS).  There are no hardware replacements or upgrades needed after initial deployment.  inContact is deployed quickly and it is a 24/7/265 managed network with carrier-grade redundancy.

Happy Customers
211 New York, Activision, AGCO, Buyers Protection Group,, 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,, Vector BPO

inContact representatives are available by phone, email, mail or chat during regular business hours.  Users can speak with a specialist to get the proper attention that they need.

Bottom Line
inContact is addressing an under-served market with their contact management and call center technology.  Their solutions are advanced, secure, and cost-effective.  Since inContact is scalable, it’s ideal for companies who primarily receive inbound calls and who want to grow. 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 and 2010 Innovation Award from TMC Labs.