inconnect

Key benefits of inconnect

Omnichannel Distribution: Improve your operation results by distributing customer interactions intelligently to the agents most qualified to respond successfully. Regardless of which channel your customers choose, configure your distribution rules to fit your business strategies.Powerful inConcert algorithms allow you to factor in the customer’s individual contact history and all your business systems’ data to achieve the most personalized and efficient response on every contact.

Universal interaction queue: inConcert provides agents with a unified omnichannel and collaborative interaction queue to respond to calls, chats, email, web, and customer contact made on WhatsApp, Facebook, Twitter, and Instagram. It ensures you have a centralized and unique point of access for all customer communications, allowing you to provide a fully integrated response to every customer. From the same screen, agents can access past customer interaction outcomes in real-time, along with your business’s entire knowledge base for a fully optimized customer response.

Multimodal dialing: Access advanced functionalities that ensure agents spend more time talking and interacting with customers than trying to reach them. Increase actual time spent talking with customers by up to 300% with predictive dialing, call progress analysis, and answering machine detection. inConcert’s predictive algorithms find the perfect equilibrium between dialing frequency and agent availability, maximizing time spent with customers and minimizing dropped calls.

Integration: Omnichannel Contact Center offers the most complete integration capabilities in the industry. It starts with being pre-configured to integrate with inConcert’s technology portfolio of marketing and sales, CRM, help desk and collections applications and WFM, speech analytics, and quality monitoring systems. Omnichannel Contact Center also offers plug-and-play connectivity with the mostimportant CRM tools in the market, such as Salesforce, Dynamics, or Sugar. Integration with other applications and business process systems is simple with APIs and its native middleware platform.

Intelligent self-service: Intelligent and efficient 24/7 self-service capabilities give your customers the choice to receive personalized service with no wait times. inConcert makes it easy to implement IVR applications that support process automation and systems integration, as well as voice technologies. Take your customer self-service functions to the next level with chatbots and virtual assistants powered by natural voice response and automated speech recognition delivering a differentiated customer experience while allowing agents for more complex, high-value tasks.

Supervision and collaboration across all channels: Ensure completion of your service goals across all channels of communication. Increase your contact center’s productivity and support agents when needed. Omnichannel Contact Center includes a powerful multi-channel supervision tool with advanced monitoring and collaboration functions that deliver minute-by-minute operational control.

Reporting and analysis: Build your business intelligence using a report generation tool that gives you a deep view of individual channels and their totality, combined with input from your other data streams. Omnichannel Contact Center helps you successfully manage operations with productivity indicators constantly updated in real-time, so you reduce operation times, increase productivity and meet service level requirements.

Omni-channel recordingWhether recording your Contact Center’s interactions because of regulations or just a portion to maximize quality and contact management, inConcert provides a powerful voice and agent screen recording system, as well as

Unified configuration: Simplify your contact center management and configure your omnichannel platform simply and efficiently with a powerful web-based administrator covering your entire operationfrom a single interface.