From the Tech Agent Perspective!

I give inContact a 10 rating on usability as the majority of the GUI is fairly intuitive.
Granted with the limited use of the software's features in my department what we use it for is very quick and efficient.
We are able to quickly identify inbound calls and transfer if required to the appropriate department or agent.
The GUI for Max rarely if ever has hiccups that will prevent us from doing what needs to be done.

As an agent my reports aren't as robust as the supervisors'.
However, the reports I am able to see are very helpful however not always as accurate as we would like.
As the system reports productivity from a call center perspective it's hard to account for all the off the phone work we can do.

It is great as an integrated feature for our company VDI.
However, I find that lack of configuration or perhaps functionality makes managing multiple call queues to the same workgroup a hassle.
At one point we had 4 separate call queues on our previous telephone solution and for whatever reason all of those queues became one pipeline. And we are also no longer able to select the proper outbound identifier so we show up on caller ID as a unidentified or local number which doesn't help our branding. If this feature or capability exists I would hope our team has plans to incorporate it.