Rapid, Helpful Support When You Need It
- Rapid Resolution - We manage your technology 24/7/365 so you don’t have to. We provide system updates and upgrades, a knowledge base with information and training, a single point of contact for each of your issues and use Adaptive Organization methodology to quickly resolve issues and communicate with you.
- Pay-As-You-Go – We bill our support just like our contact center solution – as part of your monthly inContact invoice. That means no upfront or annual contracts to deal with.
- Proactive Support – Our knowledgeable Technical Account Managers and Key Account Managers (which is an optional service) provide reporting, service calls and advice on implementing call center best practices.
- Service and Support Accountability – Our service level agreements provide 99.99% uptime and 80% of calls are answered in 60 seconds or less.
Customer Support Packages
|Care||Care Plus||Premier||Premier Success||Premier Success Plus|
|Included at no additional charge||All the Care benefits, plus:||All the Care Plus benefits, plus:||All the Premier benefits, plus:||All the
|Customer Care & Technical Support|
|Live Customer Care Hours: Monday-Friday, 6a-6p Mountain Time||24x7 Live Customer Care||Technical Account Manager assigned to your account||Priority call routing||Priority case routing|
|Business affecting hotline: 24x7x365||Technical Account Manager assigned to your account||Customer designates two (2) technical and two (2) business contacts||Customer designates three (3) technical and three (3) business contacts|
|Customer designates one (1) technical and one (1) business contact|
|Fee-based Key Account Manager (KAM) access||Key Account Manager dedicated to your account||Key Account Manager dedicated to your account||On-site quarterly reviews with Key Account Manager/Technical Account Manger|
|Semi-annual, on-site reviews with Key Account Manager||Monthly strategy session|
|30% discount on additional consulting services||40% discount on additional consulting services|
|Fee-based Professional Services access||10% discount on Professional Services||3 hours of Professional Services assistance per month, plus a 20% discount on Professional Services||5 hours of Professional Services assistance per month, plus a 30% discount on Professional Services||10 hours of Professional Services assistance per month, plus a 40% discount on Professional Services|
|Continuing inContact Education|
|Fee-based, live webinars||Unlimited access to live webinars included||20% discount on fee-based courses||30% discount on fee-based courses||40% discount on fee-based courses|
|Fee-based, self-paced courses||10% discount on fee-based courses||Unlimited access to scheduled training sessions held at inContact in
Salt Lake City
What Our Customers Say
“Excellent customer support - very detailed and concise!”
“Any issues I have had were promptly resolved. Your Support team is great and seems well trained on your product. Keep up the great work!”
“All of my service experiences have been top notch.”
“My inContact representative is wonderful and very responsive - I know I can always get help whenever needed. She is reliable, intelligent and very helpful. Even my dumb questions are answered by her as if they are smart ones!”
An overview of what contact centers of the future will look like and how customer relationships will change.