What do you like best?
Incontact is a fairly new company, but they seem to be 100% in tune with what a company needs.
I would never say that I am passionate about CRMs, but I have gotten to the point in my life that I have tried them all (maybe not literally, but it feels that way). Incontact does what-it-does very well. And stuff it doesn't do? Well it doesn't do that. :)
That may be vague, but I mean it in the best way. Incontact does not launch with broken or incomplete tools. They won't give you a boat today, and a paddle a year from now.
As for the tools themselves, all the things you would want to track user and prospect data is here. Like all CRMs, it is what you put into it. Incontact is VERY easy to set up, and makes certain competitors like Hubspot or Zoho look bad.
Support is great. Documentation is great (even though I never needed it... so maybe I am just assuming it's great), the layout is beautiful + easy to read, much more flexible than some alternatives. You won't be disaponted.
What do you dislike?
Guhh, I hate that this is a required field.
It can run a little slow while loading bulky requests (But every CRM can have this issue and it's not the dev's fault, and ever sales person will tell you that theirs doesn't have this problem). I would like to see them grow in a more mobile direction. Their pricing structure is weird, it doesn't fit our business structure very well, and we found that we limited certain employee's access to fit the frame (I think rethinking who used Incontact really had some positive restructuring benefits in the long term though).
Recommendations to others considering the product
Try some of the free alternative availible like Hubspot, Zoho, Insightly, find out what your team needs, buy the product that is right for you.
What business problems are you solving with the product? What benefits have you realized?
If you have used a CRM in the past (hopefully you have... if not, have someone else vet your software PLEASE!) then you know what it does for you. In my role, I need to be flexible and rethink technology regularly, and you start to see the patterns.
Like all CRMs, Incontact will keep your notes together, help you maximize sales, improve your relationships with clients, unify your team, help your company scale as old employees leave and new ones take their place... If you don't have a CRM, get one today.
What Incontact brings to the table is a dedication to their product and the success of their customers. You will not find this dedication with the big dogs. Make sure your choose your alliance wisely, or be prepared to do massive technology overhauls.