Cloud Based solutoion that meets our needs

What are the best aspects of this product?

I like that it doesn’t require maintaining own hardware and knowing that iNContact constantly upgrades the software and ensures lot of location redundancies. But the best thing about it is its care for the customers. I’m happy that I know to do lot of things with this tool like allowing the scripting platform to take a look at the incoming phone numbers and route them based on the place.

What aspects are problematic or could work better?

I cannot drag and drop a call from a dashboard. When we have call that is on hold and we don’t have specific agent available with specifc skill it takes few clicks away in order to get that skill assigned to someone else available.

What specific problems in your company were solved by this product?

It helps us to scale our business and to handle huge amount of traffic by using this software. We bought new WFO software and we will start testing it soon.

Are you a current user of this product?

Yes