inContact Multi-Channel ACD Review

Product Snapshot

Product Pricing

Contact vendor directly for pricing information.

Technology

Product is available as a SaaS solution that requires no additional hardware.

Customer Focus

Vendor works with customers of all sizes.

Select Customers

Zebra Technologies, ICUC, LanguageLine, Clearlink, Mitchell

About inContact Multi-Channel ACD

inContact Multi-Channel ACD is a help desk software solution that works across telephone, email, chat and social media channels. As customers initiate contact with service agents, the program can queue cases during busy hours, route cases to agents based on agents’ skills and initiate automatic callbacks for customers who do not want to wait in line.

During case resolution, the agent can pull up the customer’s full CRM data and gain insights from it. Users can easily customize their installations and dashboards based on individual needs, and the system can route calls to designated outbound service agents during peak hours. Lastly, inContact Multi-Channel ACD can integrate with inContact IVR for IVR functionality.

About the Company

inContact was founded in 1997 and is headquartered in Salt Lake City, Utah.

inContact Multi-Channel ACD Key Features

SaaS help desk software solution
Routes cases to agents best suited for dealing with them
Works across phone, email, social media and chat channels
Can route cases to outbound service agents during peak hours
Users can set up automatic call backs for customers who do not want to wait on the phone
Works with third party CRM platforms to pull up customer CRM data
Fully customizable