InContact Users- looking for feedback

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Permalink Reply by Kathryn Jackson on December 23, 2009 at 9:41am

Kristen, what is the best way for people to contact you if they are willing to talk? Thanks, Kay

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Permalink Reply by Jonathan Judd on December 23, 2009 at 10:15am

I was a 4 year inContact customer/user if you would like to contact me for feedback, jcjudd01@gmail.com

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Permalink Reply by Matt Caouette on December 23, 2009 at 10:17am

Hi there. We use it w/ one of our clients. In terms of skilling/multiskiling/etc it seems fine and flexible. The reporting is considerably less than acceptable though. There is very little reporting that provides you the ability to manage either the queue either real time or for planning, and there is no reporting for invidiual agents, to help w/ managing/coaching to AHT metrics.

Hope this helps.

Matt

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Permalink Reply by Teresa Morelock on December 23, 2009 at 10:20am

Hi Kristen - we are considering it as well and interested in hearing user feedback. Thanks for posting.

Happy Holidays,
Teresa

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Permalink Reply by Darren Prine on December 23, 2009 at 11:26am

Dear Kristen,

My company is a boutique provider of a hosted, Virtual Call Center platform. We are regularly picking up former clients of InContact and Five9, mainly due to support issues. Before you move forward with InContact, I invite you to demo our platform and take us for a test drive. If you do an apples to apples comparison of Northwinds Contact Solutions Virtual Call Center platform and InContact, Five9, Angel or any of the other big names on the market, I am confident we will be your clear choice.

We recently won a 600 seat, work from home call center deal from a consultant who had already researched the top 10 virtual call center platforms on the market. He initially told me that he was pretty sure he had made his decision about the provider he was going to move forward with (InContact). I wore him down and he finally agreed to view our demo and then we set him up with a trial account for a two week period. At the end of his trial, he called me to let me know that we were the "clear cut" choice and offered the best value on the market.

ManagedServiceProviders.biz recently featured Northwinds Virtual Call Center platform as their "Technology Test Drive" and had independent call center consultants trial the platform for a two week period. You can read their independent reviews at http://www.managedserviceproviders.biz/test-drive/.

If you objectively, carefully and critically compare Northwinds platform to InContact, I am very confident you will find our platform the best value on the market.

Please contact me at your earliest convenience.


All the best,

Darren Prine
Director of Strategic Partnerships
Northwinds Contact Solutions
http://www.northwindscontactsolutions.com
Phoenix, AZ 85254
Work: 602.515.0395
Mobile: 480.251.9160
Fax: 602.515.0391
Email: dprine@thenorthwinds.com
IM: CallCenterHero (Skype)
My Blogs: http://www.managedserviceproviders.biz/topics/call-center/
Twitter: http://twitter.com/CallCenterHero
LinkedIn: http://www.linkedin.com/in/virtualcallcenter
Facebook: http://www.facebook.com/home.php#/pages/Virtual-Call-Center/7641521...

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Permalink Reply by Kamal Webb on December 23, 2009 at 12:25pm

Hi Kristen,

Although not an InContact user, as a consultant, I have had multiple positive interactions with them as a company, have recommended their product and have worked with their customers. Thus far I have not suffered any undesirable incidents.

Best,

Kamal

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Permalink Reply by Pamela Dodrill on December 23, 2009 at 4:59pm

Kristen,

I am an independent Call Center and Customer Service Consultant with a few inContact implementations under my belt. I pride myself on remaining vendor agnostic in all engagements. Having said that, inContact is one vendor I make sure is at the table for call center technology projects. In my opinion they offer the most comprehensive solution in this space, especially if you are considering a work at home workforce. Their implementation team is top notch, and so is their support team. I've visited their Network Operations Center and am very impressed with the amount of pro-active monitoring they do. Their real time reports ensure your frontline management team knows what's going on in all queues by all agents at all times. My latest client has been on their platform since March and can't say enough about it. They too have now launched their work at home program. The workforce management and training modules really helped make that an easy transition. I just sent you an email with my contact information if you would like to discuss this in more detail.

Best regards,
Pam Dodrill
Customer Service Initiative

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Permalink Reply by Pauline Mulvey on December 28, 2009 at 6:07pm

Kristin -

We have been using InContact for about 1.5 years now. We have about 250+ agents - they include sales, tech support, customer service. I would be happy to discuss our experience with you. We are a software company.

pauline.mulvey@mitchell.com

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