InContact

  www.incontact.com
  www.incontact.com

InContact Reviews

Updated December 5, 2014
Updated December 5, 2014
60 Reviews
3.7
60 Reviews
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InContact President, CEO, and Director Paul Jarman
Paul Jarman
45 Ratings

Review Highlights

Pros
  • Offers work from home 1X Day a week in most departments (in 5 reviews)

  • Fun place to work with great people and great culture (in 6 reviews)


Cons
  • The company is growing at a rate that is hard to keep up with (in 5 reviews)

  • It seems that upper management needs to be more aligned (in 5 reviews)

More Highlights

11 Employee Reviews Back to all reviews

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  1. 1 person found this helpful  

    Could definitely use improvement.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Senior Software Engineer in Midvale, UT
    Current Employee - Senior Software Engineer in Midvale, UT

    I have been working at InContact full-time (more than 3 years)

    Pros

    Everybody will end up becoming a senior or principal level at some point, all you have to do is stick around long enough.

    There is a snack bar that you are given $10/month in credits for. Free soda. I guess that's a pro.

    Quarterly bonuses.

    Some quarterly "inspire" rewards.

    Yearly awards for outstanding performance wherein the winners are given an all-expenses paid trip to Mexico.

    Cons

    Management gets shuffled in and out on a yearly basis. The executive committee has no idea how to choose their management and ends up cycling through them every year or so when a scapegoat is needed for their inevitably bad decisions.

    Definitely a sales driven company. If you're in engineering, prepare to have mediocre equipment and be a second priority to the rest of the company. The engineering department was recently split and a few teams were forced to move to a different building because the marketing department decided they didn't want to be the ones to move. The parking is pretty bad and employees were forced to sign a document stating that inContact will be allowed to make $100 payroll deductions if you park in the wrong spot.

    Within teams or among peers, feedback is generally taken pretty well. But once you get up a few levels, the feedback is more or less ignored and the response becomes "other companies in the valley don't do that either" or "we're not competing with those companies, so we're not going to try to be sexy like them." A consulting team was hired to help find ways to increase the quality of the office. When suggestions were made about how to improve quality, the response was along the lines of "you guys just want everything, don't you?"

    In engineering, you'll end up with a moderate computer, but very basic overall equipment. I hope you like the horrible default wired keyboard and mouse that come with every computer because that's all you're going to get. You'll be lucky to get a decent chair. Most of them are falling apart and if you're unlucky enough to get a chair that an overweight person has sat in, your padding will flat and your chair will be shot. The conference rooms are known as "chair graveyards" because all of the worst chairs end up there when people inevitably try to swap their chair for a better one.

    A fair portion of quarterly bonuses come down to things that are not under your control. It's supposed to help incent employees into making the company better, but there's no way an engineer can control how many sales are made or improve system uptime when who knows how well other teams are doing.

    Literally no one knows how winners are chosen for the yearly Mexico trip. I have asked around and not a single person knows. Of this year's 55 winners, only three (I believe) were from engineering. The vast majority were from sales and marketing.

    Outsourced development (partially). We pay a company in Chennai to do some work for us. I have heard they are okay developers, but the teams here in Utah that work with them have to be available nights to help support them. We also bought a development company in Bolivia that has been causing immense pain with their lower quality work. However, due to politics and an effort to save face, management will not get rid of them. If not for the complaints of almost the entire engineering division, inContact's entire primary callcenter product would have been developed by an outsourced company.

    Advice to ManagementAdvice

    Treat your engineers like actual people, and not just like resources to be paid for work. We are building your platform, and the word we get from you (if anything) is that we are not important.

    Doesn't Recommend
    Neutral Outlook
  2. 2 people found this helpful  

    Leadership (Executive Committee) really struggles to determine direction and momentum.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at InContact full-time (more than 3 years)

    Pros

    People are very nice. They are all trying so hard to solve issues/events but nothing seems to work. The executive committee is trying hard to break down almost debilitating silos but it is obvious that all of the EC members are trying to build a larger organization.

    Cons

    Nice people but most 2nd level VP's & Directors truly lack the leadership experience to run a public company. Management cliques are rampant and if your not in the group you will never be allowed in. The EC focuses on too many ideas rather than helping build a solid platform and product stability.

    Advice to ManagementAdvice

    Slow down, get rid of the management cliques, watch for successful leaders within the organization and build on their methodologies. Paul is very nice but he needs more backbone and the knowledge that he is truly in control. He needs to lead and create a vision for the future. There is too much land grabbing and politics that are debilitating the growth.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  3. 3 people found this helpful  

    Be prepared to be bullied

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at InContact full-time (less than an year)

    Pros

    Virtual work environment
    Good co-workers
    Smart people
    Good benefits

    Cons

    Excessive time spent in meetings - whole day would be filled with pointless vendor meetings.
    Management incredibly catty and back stabbing. Would IM during meetings and talk smack about other team members. My boss regularly referred to coworkers as morons, idiots, stupid, etc - horrible lack of respect. Expected to learn on the fly and then scolded when not perfect at get go. Environment felt very hectic and over scheduled.

    Advice to ManagementAdvice

    When you have multiple people complaining about management take a look at how to improve instead of blindly promoting because they "hit their numbers." Doesn't mean they aren't a terrible manager.

    Doesn't Recommend
    No opinion of CEO
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  5. 2 people found this helpful  

    Good Product,Bad Clients

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Midvale, UT
    Former Employee - Anonymous Employee in Midvale, UT

    I worked at InContact full-time (less than an year)

    Pros

    Good product which is cutting edge.
    Descent compensation
    Great Middle management and will to help out.

    Cons

    Very close knit team hard to ice break and lake of diversity.

    Terrible clients the customer they sign do not know contact center technology or how to run a contact center which makes it easy to sell.

    Some teams struggle to cross function or flat our deny helping other teams

    Advice to ManagementAdvice

    Consider diversity which is very key for collaboration.

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO
  6. 2 people found this helpful  

    Could be so much better

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Salt Lake City, UT
    Former Employee - Anonymous Employee in Salt Lake City, UT

    I worked at InContact full-time (more than 3 years)

    Pros

    The people are the best asset to this company although the executive management team doesn't realize it. The market for Cloud Contact Center is really hot. They have built up their own infrastructure. The are becoming more enterprise ready.

    Cons

    Head of HR just doesn't care about people, the company changes direction constantly. Politics run rampant. The new guy syndrome is very prevalent here. Managers change control often, driven by executives.

    Advice to ManagementAdvice

    Focus on a direction, follow the advice of your long term employees, use it as a strategy. Take a look at the talent you have that has been there for a long time. Don't overemphasize playing favorites.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  7. 2 people found this helpful  

    So many things right and so many things wrong with this company.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at InContact

    Pros

    You get the tools you need (and then some) to do the job, plus if you take the initiative, you can do some really cool things that look good on your resume. Again, if you take the initiative, the company will support you to get certifications and other knowledge in your field to help you do your job better.

    Cons

    After reading other posts on here, I probably don't need to say it, but I will anyway - drama and politicking at inContact is worse than I've ever seen at any company. Second, the last minute product additions that R&D throws into the release are more than aggravating, especially when they don't tell anyone. Also, the company has a knack for holding onto people who have proven themselves so unqualified and ill-equipped to do their job. Next, the product is like a motorhome on a truck chassis. It feels like the product is trapped in the 1990s. Finally, some of the failed "experiments" that made it onto a release and didn't gain any traction are still part of the product (including some that don't even work). Not sure if that means product management isn't doing their job.

    Advice to ManagementAdvice

    The 4DX thing is ridiculous and a waste of valuable employee time at the lower levels.

    Neutral Outlook
    No opinion of CEO
  8.  

    Watch your back

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Director in Salt Lake City, UT
    Former Employee - Director in Salt Lake City, UT

    I worked at InContact full-time (more than 5 years)

    Pros

    inContact has few Pros,from my perspective. They allows a work at home environment, solid technology in many ways, and there is certainly a growth path available

    Cons

    Toxic political environment, where stabbing coworkers in the back is the norm. Rather than communicating opportunities for improvement in a way that causes growth, people attach like a pack of piranha when a mistake is made. This is primarily due to the executive committee acting the same way.

    Technology while OK, is typically built to the standard of "good enough." However, no one ever goes back and makes it better.

    Sales leadership has no problem with lying to customers to win business and beating up anyone who wants to insure that the customer knows the truth.

    Advice to ManagementAdvice

    Stop being hypocrites. The non-compete you made everyone sign has alienated people more than tied them to you...

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  9. 1 person found this helpful  

    Love the culture hate the workload

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Midvale, UT
    Former Employee - Anonymous Employee in Midvale, UT

    I worked at InContact full-time (more than 3 years)

    Pros

    Advance your skills and talent
    Get to do things never thought possible
    Excellent pay
    Excellent culture
    Team outings
    No red tape
    Great people

    Cons

    No work life balance - they will work you until you quit
    Benefits horrible
    Workload is for 3-4 people
    Mangers to busy to manage people because they are putting out fires all day
    Managers have to many favorites
    Lack of professionalism
    No real buddy system when you come on you are expected to learn by yourself
    No training plan
    No knowledge base
    No leadership backing
    No sense of direction
    Processes change daily

    Advice to ManagementAdvice

    Hire more people don't wait until everything breaks.

    Get rid of some of your old mangers they are the reason why people leave they don't want to grow and change with the company

    Recommends
    Positive Outlook
    No opinion of CEO
  10. 3 people found this helpful  

    Small Company That Can't Grow

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at InContact full-time (more than an year)

    Pros

    Some good people and ideas. A good life balance in some departments. If you like the feeling of a small company with small ideas and small goals, you will feel right at home.

    Cons

    inContact refuses to grow. They won't make the investments in the people who create all the value. The technology vision consists of how to limp along for the next six months. Don't think you can join this company and change anything, you will be quickly marginalized by the entrenched politics of a very small minded company.

    Advice to ManagementAdvice

    Make the investments or sell to someone who will.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  11. 2 people found this helpful  

    Good right out of college

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Former Employee - Anonymous Employee in Midvale, UT
    Former Employee - Anonymous Employee in Midvale, UT

    I worked at InContact

    Pros

    Innovative company
    Interesting niche
    Leading edge technology
    Always had new things in the pipeline
    The chance to work on some very challenging and interesting products

    Cons

    Management was always distracted by the newest "shiny" thing
    People were quietly fired and nobody knew they were even gone
    Trying to be too much to too many
    Lack of upward career mobility
    Tendency to get "typecast" onto projects or technologies

    Advice to ManagementAdvice

    inContact (formerly UCN) needs to specialize in a few products and do them very well rather than being fragmented on several products and getting it out the door just for the sake of the product hitting the market.

    Overall, good potential for technology and financial responsibility. Poor in the area of hiring on-shore, local workers to promote the U.S. getting back on its feet rather than sending U.S. dollars to other countries for cheap labor - very disappointing.

    Doesn't Recommend
    Disapproves of CEO

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