-17
NPS
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inContact
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About inContact's Brand
inContact provides on-demand software that enables call centers to engage and support their customers. Among its major competitors, inContact is ranked in 6th place for NPS while Bright Pattern is 1st, and Five9 Inc is 2nd.Their current market cap is $10.52B
Brand at a Glance
57%
Customer Loyalty
2.2/5
Product Quality
2.4/5
Pricing
2.1/5
Customer Service
inContact CMO
Randy Littleson
Randy Littleson serves as the Chief Marketing Officer & Senior Vice President, Global Expansion of NICE inContact. Randy started at NICE inContact in Jan of 2016. Randy currently resides in the Greater Chicago Area.
inContact Ranking
- #4 / 4 of its competitors
inContact NPS
inContact's Net Promoter Score (NPS) is a -17 with 33% Promoters, 17% Passives, and 50% Detractors. Net Promoter Score tracks whether inContact's customers would recommend using the product based on a scale of -100 to 100.
inContact Overall NPS
| 33% | Promoters |
|---|---|
| 17% | Passives |
| 50% | Detractors |
inContact NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2021 49 | Dec 2021 | 49 |
Feb 2022 29 | Feb 2022 | 29 |
Mar 2022 13 | Mar 2022 | 13 |
Apr 2022 0 | Apr 2022 | 0 |
May 2022 -18 | May 2022 | -18 |
Jul 2022 -25 | Jul 2022 | -25 |
Aug 2022 -32 | Aug 2022 | -32 |
Nov 2022 -29 | Nov 2022 | -29 |
May 2023 -27 | May 2023 | -27 |
Aug 2023 -19 | Aug 2023 | -19 |
Nov 2023 -24 | Nov 2023 | -24 |
May 2024 -17 | May 2024 | -17 |
How Other Brands Compare
inContact is ranked #4 for NPS among its competitors. Five9 Inc and Genesys come in first and second, with Avaya coming in at third. Among those competitors, it is the second most valued company behind Five9 Inc.
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
inContact NPS by Gender
inContact's NPS was rated -63 by Male customers on Comparably.
Male
-63
inContact's NPS was rated -63 by Male customers on Comparably.
12%
Promoters
13%
Passives
75%
Detractors
Female
N/A
inContact's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
inContact NPS by Ethnicity
inContact's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -50 | Caucasian | -50 |
Other -34 | Other | -34 |
inContact NPS by Age
inContact's NPS was rated 0 points by customers ages 51-55 on Comparably.
inContact NPS by Usage
inContact's NPS was rated -60 points by customers who have used inContact's products/services for 2 to 5 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
2 to 5 Years -60 | 2 to 5 Years | -60 |
inContact NPS vs. Competitors
Compared to its competitors, inContact's NPS is rated right below Avaya.
| COMPANY | NPS Score | |
|---|---|---|
 | Bright Pattern | 75 |
 | Five9 Inc | 34 |
 | Support.com | 12 |
 | Genesys | 11 |
 | Anexinet | N/A |
 | Virtual Hold Technology | N/A |
 | Avaya | -11 |
| inContact | -17 |
inContact Customer Reviews
Out of the 5 inContact customer reviews 2 were positive and 3 were constructive. inContact customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
inContact Customer Loyalty
57%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
57% of inContact users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
inContact Customer Loyalty Score by Gender
inContact's Customer Loyalty score was rated 66 by Male customers on Comparably.
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Male
66%
Yes
Female
N/A
Yes
inContact Customer Loyalty Score by Ethnicity
inContact's Customer Loyalty score was rated the highest by Other customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of inContact.
55
out of 100
Caucasian
100
out of 100
Other
inContact Customer Loyalty Score by Age
inContact's Customer Loyalty score was rated 70% by customers ages 51-55 on Comparably.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
51-55 70% | 51-55 | 70% |
inContact Customer Loyalty Score by Usage
inContact's Customer Loyalty score was rated 46% by customers who have used inContact's products/services for 2 to 5 Years.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
inContact Customer Loyalty Score by Industry
inContact's Customer Loyalty score was rated 70% by Healthcare, Hospitals and Medicine industry customers.
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inContact Customer Loyalty vs. Competitors
Compared to its competitors, inContact's Customer Loyalty score is rated right above Anexinet, and is preceded by Avaya.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Bright Pattern | 100% |
| Support.com | 83% |
| Five9 Inc | 78% |
| Genesys | 78% |
| Avaya | 67% |
| inContact | 57% |
| Anexinet | N/A |
| Virtual Hold Technology | N/A |
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inContact Product Quality
2.2/5
inContact has an overall Product Quality score of 2.2 out of 5 stars rated by its users and customers.
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inContact Product Information
inContact’s product quality score is a 2.2 out of 5 as rated by its users and customers. Reviewers from the Healthcare, Hospitals and Medicine industry rated inContact's product the highest.
- Website
- http://www.inContact.com
- Company Size
- 1,001-5,000 Employees
Industry
Tech
Business Services
SaaS
Quick Insights into inContact Product Quality
inContact's Product Quality score was rated highest by customers ages 51-55, and rated lowest by Caucasian customers.
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Ranked inContact Product Quality the Highest
Ranked inContact Product Quality the Lowest
inContact Product Quality Score by Gender
inContact's Product Quality score was rated 1.5 by Male customers on Comparably.
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Male
1.5/5
Female
N/A
inContact Product Quality Score by Ethnicity
inContact's Product Quality score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of inContact.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.6 | Caucasian | 1.6 |
Other 2 | Other | 2 |
inContact Product Quality Score by Age
inContact's Product Quality score was rated 3 stars by customers ages 51-55 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
51-55 3 | 51-55 | 3 |
inContact Product Quality Score by Usage
inContact's Product Quality score was rated 1.8 stars by customers who have used inContact's products/services for 2 to 5 Years.
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inContact Product Quality Score by Industry
inContact's Product Quality score was rated 1.8 stars by Healthcare, Hospitals and Medicine industry customers.
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inContact Product Quality vs. Competitors
Compared to its competitors, inContact's Product Quality score is rated right above Anexinet, and is preceded by Avaya.
| COMPANY | Product Quality Score | |
|---|---|---|
| Bright Pattern | 4.4/5 |
| Five9 Inc | 3.8/5 |
| Genesys | 3.7/5 |
| Support.com | 3.2/5 |
| Avaya | 3.1/5 |
| inContact | 2.2/5 |
| Anexinet | N/A |
| Virtual Hold Technology | N/A |
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inContact Pricing
inContact ROI & Value For Money
2.4/5
inContact has a value for money and ROI score of 2.4 out of 5 stars rated by its users and customers.
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inContact Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Healthcare, Hospitals and Medicine industry.
Quick Insights into inContact ROI
inContact's ROI score was rated highest by customers ages 51-55, and rated lowest by Caucasian customers.
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Ranked inContact ROI the Highest
Ranked inContact ROI the Lowest
inContact ROI Score by Gender
inContact's ROI score was rated 1.5 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of inContact.
Male
1.5/5
Female
N/A
inContact ROI Score by Ethnicity
inContact's ROI score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of inContact.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.7 | Caucasian | 1.7 |
Other 2 | Other | 2 |
inContact ROI Score by Age
inContact's ROI score was rated 2.8 stars by customers ages 51-55 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
51-55 2.8 | 51-55 | 2.8 |
inContact ROI Score by Usage
inContact's ROI score was rated 1.5 stars by customers who have used inContact's products/services for 2 to 5 Years.
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inContact ROI Score by Industry
inContact's ROI score was rated 1.5 stars by Healthcare, Hospitals and Medicine industry customers.
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inContact Pricing vs. Competitors
Compared to its competitors, inContact's ROI score is rated right above Anexinet, and is preceded by Support.com.
| COMPANY | Pricing Score | |
|---|---|---|
| Bright Pattern | 4.5/5 |
| Five9 Inc | 3.8/5 |
| Genesys | 3.7/5 |
| Avaya | 3.3/5 |
| Support.com | 3.3/5 |
| inContact | 2.4/5 |
| Anexinet | N/A |
| Virtual Hold Technology | N/A |
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inContact Customer Satisfaction (CSAT)
inContact Customer Satisfaction (CSAT) Score
20 / 100
inContact has an overall Customer Satisfaction score of 20 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
20%
Satisfied
0%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
20%
Very Dissatisfied
40%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into inContact Customer Satisfaction
inContact's Customer Satisfaction score was rated highest by Other customers.
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Ranked inContact Customer Satisfaction the Highest
inContact Customer Satisfaction Score by Gender
inContact's Customer Satisfaction score was rated 16 by Male customers on Comparably.
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16 / 100
MaleVery Satisfied | 16% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 17% | |
Dissatisfied | 0% | |
Very Dissatisfied | 67% |
inContact Customer Satisfaction Score by Ethnicity
CSAT according to Other
inContact's Customer Satisfaction (CSAT) score was rated 67% according to Other users and customers.
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67 / 100
Very Satisfied
67%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
inContact Customer Satisfaction Score by Usage
inContact's Customer Satisfaction score was rated 33 points by customers who have used inContact's products/services for 2 to 5 Years.
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inContact Customer Satisfaction Score by Industry
inContact's Customer Satisfaction score was rated 0 points by Healthcare, Hospitals and Medicine industry customers.
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{
"title": "inContact Customer Satisfaction Score by Industry",
"text": "inContact's Customer Satisfaction score was rated 0 points by Healthcare, Hospitals and Medicine industry customers.",
"bars": [
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "inContact's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 0
}
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}inContact Customer Satisfaction vs. Competitors
Compared to its competitors, inContact's Customer Satisfaction score is rated right above Bright Pattern, and is preceded by Avaya.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Five9 Inc | 76% |
| Genesys | 71% |
| Support.com | 57% |
| Avaya | 48% |
| inContact | 20% |
| Bright Pattern | 0% |
| Anexinet | 0% |
| Virtual Hold Technology | 0% |
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inContact Customer Service
2.1/5
inContact has an overall Customer Service score of 2.1 out of 5 stars rated by its users and customers.
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About inContact's Customer Service
Address
75 W. Towne Ridge Parkway, Tower 1, Sandy, UT 84070
Website
http://www.inContact.com
Phone Number
(801) 320-3200
inContact's Social Links
Quick Insights into inContact Customer Service
inContact's Customer Service score was rated highest by customers ages 51-55, and rated lowest by Caucasian customers.
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Ranked inContact Customer Service the Highest
Ranked inContact Customer Service the Lowest
inContact Customer Service Score by Gender
inContact's Customer Service score was rated 1.5 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of inContact.
Male
1.5/5
Female
N/A
inContact Customer Service Score by Ethnicity
inContact's Customer Service score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of inContact.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Other 2 | Other | 2 |
inContact Customer Service Score by Age
inContact's Customer Service score was rated 2.6 stars by customers ages 51-55 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of inContact.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
51-55 2.6 | 51-55 | 2.6 |
inContact Customer Service Score by Usage
inContact's Customer Service score was rated 1.5 stars by customers who have used inContact's products/services for 2 to 5 Years.
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inContact Customer Service Score by Industry
inContact's Customer Service score was rated 1.5 stars by Healthcare, Hospitals and Medicine industry customers.
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inContact Customer Service vs. Competitors
Compared to its competitors, inContact's Customer Service score is rated right above Anexinet, and is preceded by Support.com.
| COMPANY | Customer Service Score | |
|---|---|---|
| Bright Pattern | 4.1/5 |
| Five9 Inc | 3.8/5 |
| Genesys | 3.7/5 |
| Avaya | 3.4/5 |
| Support.com | 3.2/5 |
| inContact | 2.1/5 |
| Anexinet | N/A |
| Virtual Hold Technology | N/A |
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inContact as an Employer
2.8/5
inContact has a 2.8/5 stars for its overall company culture rated by their employees
bottom
45%
Consumer vs. Employees
inContact scored a -17 for Net Promoter Score and a -51 for Employee Net Promoter Score. NPS gauges how likely a customer of inContact would recommend the brand to a friend. ENPS measures how likely inContact employees would recommend working at inContact to a friend.
Net Promoter Score
-17
NPS Score
| 33% | Promoters |
|---|---|
| 17% | Passive |
| 50% | Detractors |
Employee Net Promoter Score
-51
eNPS Score
| 16% | Promoters |
|---|---|
| 17% | Passive |
| 67% | Detractors |
