inContact Hosted Call Center Review - why 4.1 stars?

inContact Hosted Call Center Software Review
ITQlick Score: 80/100
ITQlick Rating: (4.1/5)
Pricing: 3.2/10 - low cost
Category: Call Center -> inContact Hosted Call Center
Ranking:Ranked 58 out of 240 Call Center systems
Company: inContact
Pricing: starts at $100 per user/month
Typical customers: Medium and large size businesses
Platforms: Cloud
Links: inContact Hosted Call Center pricing, inContact Hosted Call Center alternatives
Shlomi LaviShlomi Lavi / updated: Sep 06, 2021

We publish unbiased reviews. Our opinions are our own and are not influenced by payments from advertisers. Learn more by reading our advertiser disclosure.

What is inContact Hosted Call Center?

inContact Hosted Call Centre Software is a hosted and SaaS based system that provides the call centres with innovative technologies. With its cloud based system, it helps companies in reducing cost of every client interaction that takes place.

inContact is a on-demand contact centre software provider, founded in 1997.

What is inContact Hosted Call Center rating? ()

The rating of inContact Hosted Call Center is 4.1 stars out of 5 and the total score is 80 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who are inContact Hosted Call Center's typical customers?

inContact offers scalable solutions to companies of any size. Small, medium and large based industries can use this software. It extends help to companies irrespective of the industry.

Be it hospitality or service based industry, inContact will help the company establish better customer relationships.

AnswerX, AGCO, CenturyTel are some of the major customers of inContact.

Is inContact Hosted Call Center the best Call Center?

inContact Hosted Call Center is ranked 58 out of 240 software in their category (Call Center systems).

What are their main features and functionalities?

inContact strives to make the customer interaction process seamless. It provides its users with multi-channel communications via one universal queue feature where users can provide their customer with choice in the medium of interaction- chat, text, email, phone or media- and allows the users to manage it from a single unified queue.

It is built on ACD and Speech-Enabled IVR that puts it as multi-channel software. Users are given the opportunity to add CRM and CTI integraton and along with that features like ECHO Customer Feedback, Predictive Dialers, Reporting and Analytics, Workforce Optimization, Quality Monitoring and others.

What are inContact Hosted Call Center's pros? (5 Pros)

  • inContact has robust analytics and reporting feature that replaces the canned style reports with real-time statistics.
  • The product helps with the most important part: customers. It provides users the ability to keep the callers in queue when there occurs a premise based problems helps them to retain the customers they have.
  • InContact also provides users with ancillary benefits like disaster recovery. This helps customers to reduce cost/call and companies can save up to $10,000 (on record) a month by using inContact.
  • The software allows users to pay for what they use. This eliminates the extra burden of paying for unnecessary staff.
  • inContact updates the software twice a year, automatically. Eliminating the manual upgradation enables the users to have a seamless work process.

Who are their main alternatives?

The main competitors for InContact Hosted Call Center are Nextiva Hosted Call Center and Five9 Virtual Call Center.

Nextiva Hosted Call Center provides solutions for in-house company requirements, distributed call centers with multiple groups of calling agents, as well as wholesale call centers which act as an outsourced operation for a company. Its features include incoming & outgoing call support, automated call distribution, interactive voice response service, as well as intelligent routing. There is also a facility for supervisors to “Silent Monitor” calls and initiate “Call Barge-in” if the agent is unable to resolve amicably the issue with the client.

InContact Hosted Call Center provides a similar cloud based contact center solution, but also supports predictive dialing & agent scripting to ensure a consistent message and better engagement with customers. Another feature is its integrated workforce management which uses historical analysis to determine customer demand for more efficient resource scheduling to meet these needs.

In comparison Five9 Virtual Call Center offers support for social media, chat, email and mobile channels for customer interaction. Additionally each agent’s desktop provides detailed customer history & scoring, recommended actions for escalation if needed, as well as real-time individual KPI analysis for the agent to measure his own productivity. Call Center supervisors can also track their agents’ performance through mobile phones with real-time access to performance dashboards and campaign details.

InContact Hosted Call Center on the other hand provides an option for customer surveys which can be used to gauge satisfaction levels, so if needed the contact center can institute process improvements to improve retention strategies.

What is the cost of inContact Hosted Call Center?

The cost of license starts at $100 per user/month. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? You need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 3.2 out of 10 (10 is most expensive). Find here the REAL total cost breakdown for inContact Hosted Call Center

What should you ask inContact during a demo session? (65 questions)

Schedule a demo with inContact Hosted Call Center and access 65 must ask questions for the vendor while watching inContact Hosted Call Center in action.

List of categories


List of features

Call Queue Management
CRM with Call Center
DTMF (Dial Tone Multi-Frequency)
IVR (Interactive Voice Response)
Real Time Reporting
Social Analytics
Social Customer Care
WYSIWYG App Builder

inContact Hosted Call Center Vs. Alternatives

ITQlick rating
Score
Pricing
License pricing
Functionality
Review
Compare
inContact
ITQlick rating
4.1/5
Score
80/100
Pricing
3.2/10
License pricing
$100 per user/month
Functionality
8
Compare
Nextiva
ITQlick rating
4.5/5
Score
99/100
Pricing
3.6/10
License pricing
$18.95 per user/month
Functionality
20
8x8
ITQlick rating
3.9/5
Score
93/100
Pricing
2.2/10
License pricing
$0.04 per minute
Functionality
43
Review
TouchStar
ITQlick rating
4.4/5
Score
91/100
Pricing
3.4/10
License pricing
Pricing not available
Functionality
6
CenterWare
ITQlick rating
4.6/5
Score
91/100
Pricing
5.6/10
License pricing
Pricing not available
Functionality
9
Author

Shlomi Lavi

Website Linkedin Facebook Twitter

Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.