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inContact Contact Center Software

Call center solution app

Published 11/12/2014 and rated Ratingstars4 4 out of 5 stars
by AppAppeal Editor
What can you use the app for?

inContact is a robust call center app that enables teams of all sizes to manage incoming customer inquiries coming from a range of channels. The cloud-based, all-in-one call center solution software provides a single platform from which agents can deal with multiple customer queries from email, phone, live chat and social media. inContact gathers queries from all touchpoints and then uses intelligent, skills-based routing to send these to the right staff member. inContact also offers analytics and performance reporting, among a range of other essential call center features.

Along with multichannel ACD (automatic call distribution), inContact provides a number of important features such as speech-enabled IVR (interactive voice response), inbound/outbound and blended predictive dialer, CRM integrations, customer survey and workforce optimization. inContact delivers a PBX solution with a blended predictive dialer that uses SLA inbound-to-outbound and outbound-to-inbound call blending so that inbound agents can switch to outbound calls when call volumes are high.

The many workforce optimization features on offer from inContant help to improve your team’s and business performance by capturing and analyzing conversations from email, chat, and telephone; creating automatic skills-based schedules; forecasting call volumes; identifying agent skills gaps and scheduling training, and more. The inContact ECHO customer satisfaction survey delivered to customers in real-time after each agent interaction, coupled with FCR (first call resolution) statistics, further help understand both agent and customer behavior.

inContact Contact Center Software screenshot
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What is the history and popularity of the app?

inContact has been providing on demand contact center software since the company was founded in 1997. Based in Utah, the company started out as a unified carrier of long distance services and in 2001 moved into the contact routing and agent management field. The company has expanded its SaaS product over time to include eLearning, a hiring solution, workforce optimization, and customer survey and feedback. The app is currently used by over 85, 000 contact center agents in more than 1, 300 call centers globally. Some of its more well-known clients include KBM Group and Frontline Call Center. The website features a number of video customer testimonials.

What are the differences to other apps?

Having been in the call center software game for over 15 years inContact has managed to hone and develop its product to offer a number of advanced features on top of the expected IVR, predictive dialer, and ACD capabilities. The app offers solutions for workforce management, workforce optimization, quality management, supervisor tools, performance dashboards, and more. inContact provides integrations with a number of other apps through their inCloud Apps marketplace. It also offers tight integrations with popular and custom-built/ in-house CRMs.

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How does the web app look and feel to use?

The inContact contact center app adopts a range of colors and graphics to display information. The interface is less minimalist than some of the more “modern” UIs of newer cloud apps and is great for those who love a splash of color. There are multiple tabs, screens, icons and configurations to navigate your way around, this is unavoidable due to the fact that the app offers such a huge range of features and functionalities.

inContact’s dashboards show KPI metrics though colorful graphs, charts and 3D gauges. Reports can be tailored through an endless amount of filters that are easily selected using check boxes. The app features some fun gamification tools such as awarding badges for achievements. The website offers a comprehensive knowledgebase with videos.

How does the registration process work?

To register for inContact you need to phone the sales team or fill in the online form on the website to have someone contact you back. All contact details are available on the website. There are offices in Utah, London and Taguig City, Philippines.

What does it cost to use the application?

inContact is offered on a subscription, pay-as-you-go model that enables business to scale to meet demand. Contact a sales rep for more detailed pricing to suit your business needs.

Who would you recommend the application to?

inContact is used by both SMBs and large call centers all over the world and in multiple industry verticals. The app meets the needs of call center agents and customer service reps, along with their supervisors and managers.

Through its reporting and workforce optimization features the app is also useful for HR staff, training professionals, quality control managers and employers. The skills-based call routing means the app can be used by IT support, developers, account managers, and operations managers.

  • Multichannel ACD (automatic call distribution) for managing incoming requests from email, mobile app, SMS, VoIP, phone, chat and social
  • Skills-based routing to ensure customer requests go to the right person
  • Drag-and-drop interactive voice response (IVR) with speech recognition
  • ECHO surveys to gauge customer satisfaction
  • Predictive dialer for SLA based inbound-to-outbound and outbound-to-inbound blending
  • Workforce management for identifying training needs and analyzing agent performance
  • Reporting & analytics dashboards and reports to understand KPI metrics and meet goals

inContact Contact Center Software video

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