It occurs to me that I have only brought up negatives so far, which is unfair of me 
If inContact didn't work, we wouldn't have been using it for the last three or so years.
One of the major strengths for us is the ability to do custom scripting in house; for us, this was the clincher in taking on inContact. Our business model moves fast, and we need to be able to modify any process ASAP. We've molded and massaged our script so much it is pretty much unrecognizable from the one Professional Services provided to us in the beginning!
I can't give enough kudos to the technical support people either - they were a little rough in the beginning, but have shaped up admirably since the first year! They work really hard on the issues we bring to them, and often go out of their way to get answers for us.
Account managers are a little hit or miss (we've had 4 or 5?) but we had an extremely outstanding one in Casey Poezl for about a year!
The reporting features are also great, provided you want one of the predefined reports. If you don't, Professional Services can always whump up one for you. (or you can do what we did, and use inControl to modify the script to write call data to your own database and run reports off that instead - yay flexibility!)
I also applaud their constant innovation and attemps to add new value to their products and services. It's always good to see a proactive attitude in a company.
There we go then! Something positive! (and if you don't already read Something Positive then you should start!)
