I have found the ease of use of the ACD to be most valuable along with the inView dashboard. It is so easy to manage your own call routing without needing to be a developer, and great service resources on hand when you can't figure it out on your own. inView has been such a great tool and is used all day every day to track live data of everything happening in our call center. We have boards for the agents to view, supervisors, managers and even the executive team. Each group loves having the ability to check at a glance to see what they need to see to gauge where the day is at.

• A WYSIWGY editor that generates HTML
• CMS version control
• Automatic search for link targets
• User permissions
• Modals
• Easy table generation
• Editing
• Good customer support

• Simple editing features
• Single sourcing
• Intelligent link searching
• The ability to edit the HTML, as well as the WYSIWYG.

I like that you can tag each call as this helps my company to better keep track of calls and the case that they are assigned to. 

It is very user-friendly with minimal training. 

It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with.                             

Being able to listen in on a call, which is exceptionally good with training. If a coordinator is in training someone needs to listen in on certain calls and give feedback. Incontact allows you to easily log in to someone else’s call and listen.

The most valuable feature of this product would be the overall structuring of the content and guides. It is very easy to navigate through the different modules and to set content hierarchies. From an end user's perspective, it is very easy to find what you are looking for through the guide hierarchy or by simply using the search bar.

The agent list is the most valuable feature because we are able to see what each person is doing.

Being able to make quick edits so as to clarify points in the support articles based on the support feedback, and the powerful reorganization tools so as to move stuff around as needed, without breaking any existing links are the most valuable features.

The dashboard: It can keep an eye on more then one thing at once, which makes my job a little less stressful. I have many sections open everyday: Agent List, Call/Contact List, Service Level, and Queue Counter. The wonderful thing about this is that you can have as many or as few things on your dashboard as you want. You can adjust it to how you want and what makes it easier for you. I also like that there is a option to use an integrated Softphone. If you do not have a actual phone to use, this is very helpful. 

The only thing I liked about this was the fact that you can create an online help system where information changes dynamically.

The ability to send texts to phone numbers via inContact is the most valuable feature.