The inContact On Demand Call Center Software is a hosted call center solution that can be implemented across multiple sites without annual maintenance or upgrade costs. Their ECHO (Every Customer Has Opinions) Customer Survey not only gathers customer data, but makes that data available to the rest of your company so that you can leverage that information to improve call center operations. In addition to this, inContact’s features also includes IVR, CTI, and ACD software, screen recording, content authoring, and comprehensive reporting.
Product Key Features
- Flexibility and Scalability
- Quick installation processes
- Multi-Site Centers
- Safety & Security
- UCN Intelligent Network
- 7x24x35 Network Operations Center
- SAS70 audited data centers
- PCI Compliant
- Safe Harbor Certified
- Predictive Dialer
- Blended Dialer
- WFM
- Screen Recording
- Quality Management
- E-Learning
- Salesforce Adapter
- ECHO Customer Survey
Easy to use solution.
Jerry Collins, Agent, Call Center April 3, 2011 at 11:43 am #My company has been using inContact for a few years now, and I really like how it’s changed our call center operations. It’s a lot easier to use than the software we had before, which was actually installed on our hardware. Now, I can work from home, and I just have to open a browser to do my work.
The ECHO surveys are not my favorite thing, but mostly because customers often don’t want to do them, so we don’t get a lot of information. But, setting up the survey questions and deploying it is pretty easy to learn and implement, so if we could get a lot more information on customer satisfaction, it would be a really good feature to use if you want to improve customer service.
Even if you can’t get information directly from customers, there are recording and reporting tools too, and they don’t interfere with my work at all. Before, the system used to be really slow because of the recording software, but now I don’t even notice it. My manager can listen to past calls and watch screen recordings whenever he needs to, and so I can get feedback that way.
Overall, it’s a great product for off-site call centers.