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uContact Review

uContact
Our score: 8.0 User satisfaction: 100%

What is uContact?

uContact is an attractive, comprehensive, true “All in One” Contact Center platform that enables businesses to deliver the best service and experience to their customers at every contact point via a variety of communication channels. uContact offers all these and more in a single, unified software. With uContact, organizations and businesses will see a huge 45% increase in agent productivity while cutting down the reduction time by as much as 26%, resulting in 34% increase in customer satisfaction.

The software integrates leading telephony technologies like SIP and WebRTC technology, Visual Designer IVR, and more with functionalities of a customer relationship management software and workforce management platform. uContact provides elements of gamification to empower agents to become more efficient and productive. Gamification features include customizable games, badges, and rankings to name a few.

Overview of uContact Benefits

uContact is branded by its developers as a true-blue all-in-one call center software. It provides business and organizations with a contact center solution that enables them to deliver high quality customer service on multiple channels, including ACD, PBX, IVR, SMS, Web Chat, Email, Social Networks, and more.

Support agents will definitely love uContact’s unified multichannel inbox functionality. This feature combines telephone and notification center, enables agents to create customized campaigns, configure call recording as a full-time process or set is “as needed”. Agents are also on top of their status, such as pause, breaks, etc.

For supervisors, uContact provides them with a real-time dashboard where they can access performance metrics, call recordings, and reports among others. Spying, coaching, and barging in capabilities gives them an instant glimpse into an agent’s performance in real time, allowing them to determine an agent’s performance issues and strengths. These functionalities also empower agents to deliver top class performance in every customer encounter.

Administrators get a unified management interface that is intuitive ad straightforward. It enables them to be more efficient in managing agents as well as telephony suppliers. They can easily generate reports when needed, devise and implement campaigns that are viable and based on sound and highly actionable insights.

Overview of uContact Features

  • ACD Virtual Hold
  • Recording
  • PBX Audio, Video, Desktop Softphone
  • IVR
  • Voice Broadcast TTS – ASR
  • Dialers Preview, Progressive, Power, Predictive
  • SMS
  • Web Chat
  • Click2Call & Call Back
  • Email
  • Social Networks
  • Other text channels
  • Real Time Monitoring
  • Quality management
  • Workforce Optimization
  • Reporting Analytics
  • Workflow Designer
  • Forms Designer

What Problems Will uContact Solve?

Scenario 1: “I have several technology providers to operate my call center and it is costly and complex to integrate them”

uContact is a true All-In-One Contact Center Solution. It is not necessary to have different providers to manage the entire operation. There is an integrated CRM Lite and several vertical modules for business management for collections, customer service, sales and market research.

Scenario 2: “I have a contract with the current provider of the Call Center Software with which I am not satisfied and it is costly to leave”

With uContact you only pay for what you use every month, without long-term contracts. We are sure you will be fascinated with uContact but if you can stop using anytime without any penalty. The initial setup and training of your team is free and you can start the solution with zero upfront investment.

Scenario 3: “I have an on-premises solution that does not allow multiple channels”

With uContact you can provide multichannel attention by voice, SMS, Email, Twitter, Facebook, Web Chat (with audio and video call).

uContact Position In Our Categories

Knowing that businesses have their own business-related requirements, it is only wise they steer clear of seeking an all-encompassing, “perfect” system. Having said that, it is nearly futile to stumble on such application even among sought-after software systems. The sensible thing to do should be to set down the numerous chief aspects which necessitate careful thought including major features, budget, technical skill ability of staff members, business size, etc. Then, you should conduct the product research fully. Browse through some of these uContact evaluations and explore each of the applications in your shortlist in detail. Such detailed research ensure you drop unfit software solutions and pay for the system which delivers all the features your business requires in growing the business.

Position of uContact in our main categories:

TOP 200

uContact is one of the top 200 Customer Support Software products

uContact is also listed in the following subcategories:

Every business is different, and can need a particular type of Call Center Software solution that will be fit for their company size, type of customers and staff and even specific industry they support. We advise you don't count on getting an ideal services that is going to work for every business no matter what their background is. It may be a good idea to read a few uContact Call Center Software reviews first and even then you should keep in mind what the solution is intended to do for your company and your workers. Do you require a simple and straightforward app with only essential features? Will you actually use the advanced tools needed by pros and large enterprises? Are there any specific tools that are especially practical for the industry you operate in? If you ask yourself these questions it is going to be much easier to find a reliable app that will fit your budget.

How Much Does uContact Cost?

uContact Pricing Plans:

Free Trial

Classic

$35/user/month

Omni

$45/user/month

Play

$45/user/month

Full

$55/user/month

uContact offers four SMB and enterprise pricing plans for users to choose from. Give the details a look, and select the best plan for your business:

Classic – $35/user/month

  • ACD
  • Inbound, Outbound, Blended
  • Dialers: Preview,Progressive,Power & Predictive
  • IVR
  • Sophisticated PBX
  • Coaching, Whispering & Barge in
  • Real time monitoring
  • CRM Lite

Omni – $45/user/month

  • All Classic features
  • Unified Inbox
  • SMS
  • Web Chat: with audio and video call
  • Web Clic to Call
  • Web Call Back
  • Email
  • Multichannel recording
  • Live Assistance

Play – $45/user/month

  • All Classic features
  • Gamification
  • Customizable games
  • Objectives by agent, group, and area
  • Customizable measures and objectives
  • Badges
  • Daily game
  • Rankings
  • Dynamic queries

Full – $55/user/month

  • All features in Classic, Omni, and Play

User Satisfaction

Positive Social Media Mentions 3
Negative Social Media Mentions 0

We realize that when you make a decision to buy Call Center Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and uContact reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with uContact. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • On Premise

Language Support

  • English

Pricing Model

  • Monthly payment

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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uContact Comparisons

uContact user reviews

Helps me monitor the quality of calls.

Read full review >
Ashton
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 17.10.2019 Company Size: More than 100 Employees Industry: N/A

Works best for the industry that I am in.

Read full review >
Chelsea
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 16.09.2019 Company Size: More than 100 Employees Industry: N/A

Affordable, plus it has dozens of features that we find useful.

Read full review >
Rafaela
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 12.09.2019 Company Size: More than 100 Employees Industry: Entertainment

What are uContact pricing details?

uContact Pricing Plans:

Free Trial

Classic

$35/user/month

Omni

$45/user/month

Play

$45/user/month

Full

$55/user/month

uContact offers four SMB and enterprise pricing plans for users to choose from. Give the details a look, and select the best plan for your business:

Classic – $35/user/month

  • ACD
  • Inbound, Outbound, Blended
  • Dialers: Preview,Progressive,Power & Predictive
  • IVR
  • Sophisticated PBX
  • Coaching, Whispering & Barge in
  • Real time monitoring
  • CRM Lite

Omni – $45/user/month

  • All Classic features
  • Unified Inbox
  • SMS
  • Web Chat: with audio and video call
  • Web Clic to Call
  • Web Call Back
  • Email
  • Multichannel recording
  • Live Assistance

Play – $45/user/month

  • All Classic features
  • Gamification
  • Customizable games
  • Objectives by agent, group, and area
  • Customizable measures and objectives
  • Badges
  • Daily game
  • Rankings
  • Dynamic queries

Full – $55/user/month

  • All features in Classic, Omni, and Play

What integrations are available for uContact?

uContact offers an API Rest to integrate with any third party solution.

uContact average rating:

Average score
5/5 (3 user reviews)
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Rafaela

PROS: We've been scouting the market for a solution that would not only help us smoothen our workflow, but also integrated properly with our existing programs. Enter uContact. It has a slew of tools under its belt and lets us respond to our customers in a variety of platforms--via chat, through calls on their mobile and even their landline phones, email, etc. It is very reasonably priced as well. I've been in this industry for over a decade, and I can honestly say that this has been one of the products that we did not have difficulty introducing into our system. I'm very impressed with uContact.

CONS: There's nothing to dislike about it.

Reviewed 5 months ago

Read full review >

The least favorable review

Rafaela

PROS: We've been scouting the market for a solution that would not only help us smoothen our workflow, but also integrated properly with our existing programs. Enter uContact. It has a slew of tools under its belt and lets us respond to our customers in a variety of platforms--via chat, through calls on their mobile and even their landline phones, email, etc. It is very reasonably priced as well. I've been in this industry for over a decade, and I can honestly say that this has been one of the products that we did not have difficulty introducing into our system. I'm very impressed with uContact.

CONS: There's nothing to dislike about it.

Reviewed 5 months ago

Read full review >

More reviews from 3 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Helps me monitor the quality of calls.

Read full review >
Ashton
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 17.10.2019 Company Size: More than 100 Employees Industry: N/A

PROS: This lets me oversee the operations in our call center. I've been able to see real-time updates on the dashboard, lets me listen in on conversations between our clients and agents for quality purposes, and helps me find areas of improvement. This really is utilized best by managers like me.

CONS: I have no issues with uContact.

What do you think about this review? Great Poor

Works best for the industry that I am in.

Read full review >
Chelsea
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 16.09.2019 Company Size: More than 100 Employees Industry: N/A

PROS: There are a lot of things that I love about uContact. First of all, we've managed to pull up our conversion numbers thanks to it. We've been able to connect to leads based on which campaign they come from. I also find the volume that uContact can handle very impressive. It can easily let us respond to bulk calls without compromising the quality of the calls. We've been able to set-up a proper follow-through method that has helped increase our sales rates even more.

CONS: I absolutely love everything about uContact. I'm a happy customer.

What do you think about this review? Great Poor

Affordable, plus it has dozens of features that we find useful.

Read full review >
Rafaela
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 12.09.2019 Company Size: More than 100 Employees Industry: Entertainment

PROS: We've been scouting the market for a solution that would not only help us smoothen our workflow, but also integrated properly with our existing programs. Enter uContact. It has a slew of tools under its belt and lets us respond to our customers in a variety of platforms--via chat, through calls on their mobile and even their landline phones, email, etc. It is very reasonably priced as well. I've been in this industry for over a decade, and I can honestly say that this has been one of the products that we did not have difficulty introducing into our system. I'm very impressed with uContact.

CONS: There's nothing to dislike about it.

What do you think about this review? Great Poor
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Reviewed By Jenny Chang
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