uContact Reviews

Pros

What I've appreciated most about it is how responsive the team is whenever an issue comes up. They are always willing to help and provide a solution quickly.

Cons

The least favorable part, in my view, is that some features are still unavailable even though we had already suggested them. In our case, as a bank handling a high volume of chats in queue, we need the ability to close interactions in bulk. Right now, that has to be done one by one because the bulk close option has not been enabled yet.

Pros

Having everything centralized in one place is a big advantage and it saves a lot of time when training the team while also helping us get better feedback from customers. When everything is set up correctly by following the manuals they provide, the tool really stands out especially with its campaigns and customized workflows.

Cons

It's not so much something I dislike but rather areas where I can see room for improvement. Some features could be simplified to make the experience quicker especially for repetitive day to day tasks. It would also be helpful to have a bit more autonomy to adjust settings without relying so much on the technical team. If those points are strengthened, I feel the platform could become even more powerful for those of us managing operational teams.

Pros

It feels comfortable, practical, fast and honestly it's unlike any other tool I've used before.

Cons

Honestly, I really haven't come across any drawbacks because it helps me work very effectively and it's simple to use.

Pros

The interface is very user friendly and the screen shows all the information needed to respond to our patients quickly and efficiently.

Cons

One thing that may be missing is the ability to attach supporting documents which is essential for our company's needs.

Pros

Reporting is really useful since it can be generated both in detailed and summary formats and the control it gives over campaigns and users is another strong point.

Cons

I'd like it to include a way to manage outbound campaigns so each user can have a different number which would help keep the caller ID from being flagged as spam.

Pros

This is a modern, high tech platform that brings innovation, affordable pricing and solid tools for managing the customer service area.

Cons

A downside is the difficulty of integrating it with other systems and phone support can be frustrating since calls to their support line often take a long time to be answered.

Pros

Managing agent permissions and access is very simple. The interface feels great for handling that task which makes the process much more practical.

Cons

The biggest downside I see is on the agent side when they need to close a large number of interactions. Right now, they have to do it one by one and that slows down the operation.

Pros

It's a very solid tool for small to mid sized companies and it works well across pretty much any industry.

Cons

It's highly effective from the client's side too since it provides controlled, detailed reporting across the entire operation.

Pros

Their Contact Center solutions stand out for the mobility they offer, the useful features and the affordable pricing. The platform feels very user friendly, integrates well with other solutions and since we implemented it, we haven't experienced any service outages.

Cons

Support is good overall but it could be more proactive. There have been times when we needed help to place calls to other countries and it took several attempts before it finally worked which slows down communication with our customers.

Pros

The app offers excellent value for the price and is very simple to use. The security level is also very solid and I haven't run into any concerns with hackers.

Cons

I was really pleased with the call management features especially the availability of several clear, easy to read charts that are very useful for operational control.

Pros

Communication is much easier with it because the calls are clear and free of interference which makes it possible to stay in touch with other people and keeps the workflow more fluid.

Cons

The installation was difficult. The device base couldn't detect the network even though there was no issue with the network itself. It took us a while to figure out that the problem was actually the location of the device.

Pros

uContact's cost benefit has been excellent and the email support is very fast. When an issue comes up, they resolve it quickly. We requested an equipment replacement and it was taken care of the very next day.

Cons

At this point, we haven't had any negative issues. They've handled all of our requests really well and we hope they keep providing the same level of service.

Pros

We needed to work from a shared email account with several people handling car scheduling but because of the email flow, everything was not syncing in time. uContact not only solved that issue but also gave us more tools to categorize cases, keep proper follow up and maintain the full history of customer emails. The admin view is also very useful for managing and monitoring agents. It also fixed our help desk call handling since now we can track statistics for answered, abandoned and missed calls, while keeping control over each agent, including when they need to change their status because they cannot take calls, need to step away, use the restroom or go on break. On top of that it provides an administrator view of the platform.

Cons

Honestly, I still have not come across anything I dislike. That may be because the platform has a lot of potential and we probably are not taking full advantage of everything it offers yet so we have not reached the point of noticing what might not work well. For now, it does what we need it to do.

Pros

Whenever support is needed, the team responds as quickly as possible and there's also room to customize solutions to improve the configuration when needed.

Cons

It's newer version doesn't include the Facebook posting option and the mobile app can't be used to receive campaign calls or place them.

Pros

The interface feels very user friendly and is simple to move around in even for new users. Its integration across different channels like voice, chat and social media works really well and helps centralize customer service in one place. On top of that the technical support team responds quickly and resolves issues effectively.

Cons

Sometimes, automatic updates can cause small delays in the system. Advanced report customization could also be more flexible since it sometimes requires technical knowledge.

Pros

This has been a very dependable tool for us. The system keeps call handling organized and efficient which helps our team work better and respond quickly. On top of that its integration with security protocols gives us extra confidence when dealing with sensitive information.

Cons

That said, it does run into bugs from time to time. Since we frequently make calls to the US, there are periods when the system has issues and we're unable to place more calls.

Pros

Having calls forwarded to my other location has been a huge advantage. The support team has also been very responsive whenever any technical issue has come up. On top of that managing our voicemail system has been a valuable feature and has helped us save time.

Cons

I do not have any complaints about the service. Everything I signed up for has worked as expected and I have not run into any problems.

Pros

Using it has been an excellent experience. It's simple to work with, saves us a lot of time, helps reduce our operating costs and all of our clients really appreciate the service.

Cons

Only complaint is that we didn't start using it sooner. Cutting our operating budget while keeping strong functionality has always been a top priority for us.

Pros

Getting voicemail transcripts by email along with the option to listen to the actual message has been really useful. On top of that their customer service and technical support have been outstanding.

Cons

It took some time to get comfortable with the application and figure out how to use it properly for making calls.

Pros

Call management worked really well for us. Since we're in retail, it helped us capture calls more effectively and cut down on time lost during transfers which had been hurting the customer experience with our company.

Cons

At this point, I haven't run into any issues. The service is very simple to navigate and adjust whenever we need it to better match our business goals.