InConcert's technological solution facilitates multiple ways of integration with Business applications. The objective is to create uninterrupted processes for the online management of contact and consultation processes, allowing the operation of the contact centre to be streamlined, integrating it with the data and applications of the Organisation and streamlining business processes.
· CTI integration: Through applications developed from within the inConcert platform, using the design tools enabled for this purpose (see "Application Designer" section). These applications interact with third-party tools, through the methods enabled by them (APIs, web services, etc.).
The CTI integration allows us to display in the same interface of the agent, and simultaneously with the incoming (or eventually, outgoing) interaction, all the relevant information of the Client to be served.
There are no limitations regarding the fields, or functionality, to be displayed, in the case of development with inConcert Web Designer, as long as they are contemplated within the designed data model (information, editing or deletion, searches, calendar, multiple typing by campaign, dynamic fields or arguments, comments or observations, definition of mandatory fields, alerts, timers, direct opening, interactions through other channels or automatic mailings based on CTAs implemented on script, access to the results of the Contact's surveys, etc.). Naturally, the Agent may add or update any information, provided that this has been defined at the time of development.
Several CTI mechanisms are offered that integrate the Contact Centre platform with various management applications on the agent's PC, such as CRMs, third-party ticketing tools, collection or telesales applications, contact databases, etc. From the Administration console, you can select the integration mechanism to be used according to the requirements and the specific environment.
Additionally, inConcert OCC CTI delivers all the information captured in the IVR / ITR / Bot (marked options, responses, etc.) automatically to the agent who takes the call, achieving a better experience for the end customer and shorter service times.
Integration with local, legacy or any other type of systems for which web integration mechanisms (Web API or Web Services) are not directly enabled requires the establishment of a connection channel between the inConcert Cloud platform and the place where these systems are located (site2site VPN or similar). It will be necessary to have the availability and documentation of the corresponding access mechanisms from the external system to carry out this integration (SPs, specific APIs, etc.). The scenario is analysed jointly by the technical areas of the Client and inConcert, both in terms of its specific feasibility, availability of these access mechanisms, and the definition and deployment of the most appropriate integration model.
Integration developments on the inConcert platform may be evaluated and adjusted independently in their feasibility and effort, based on detailed information on specific functionality requirements and the typology, availability and documentation of the mechanisms enabled by the external systems themselves.
· InConcert API for CTI: From third-party applications, for integration with the inConcert platform. Providing a set of methods usable from Javascript that provide the creation, retrieval, update or search of the resources of a given vcc (Virtual Contact Center); as well as emulate all the actions related to the manipulation of interactions and users, which can be carried out through the interaction tab of the OCC interface (see attached documentation).
Through the inConcert API for CTI, any management application can be easily integrated with inConcert:
o Integration with front-end web applications.
o Integration with Web forms and scripts.
o Integration with data, systems and business processes.
o Automatic upload of Leads or Contacts.
o Hours and dates for active/inactive campaigning.
o Concurrent interactions capacity configuration for each channel.
o Custom scripts for simplified management and configuration of functionalities, parameterisation of flows, and other specific configurations.
o Access to recordings.
o Integration with Third-Party Applications (API, DDE, DLL, URL)
o Integration with inConcert CRM.
o Integration with inConcert Scripting.
o Integration with inConcert IVR for context transfer.
o Deployment of business contingency systems on external applications.
o SDK for Integration:
- Web Services
- Java
- .Net
- COM activex
· CRM Connectors: inConcert provides plug-and-play connectors for SalesForce and MSDynamics 365, which ensure seamless integration between Customer data and communication functionalities on a single, integrated screen. They allow you to perform a single sign-on and start working immediately without requiring development or integration services. These connectors include both Voice and other channel management. Other features include:
o Supported Channels:
o Voice.
o Outbound and inbound calls.
o Transfer and Conference.
o Call recording, if permissions are available.
o Hold and Mute.
o Dialer.
o WhatsApp.
o SMS.
o Facebook Messenger.
o Email.
o Webchat.
o Instagram DM.
o Twitter DM.
o General functionality:
o View of active, archived, scheduled, and queued interactions.
o Schedule interactions.
o Transfer interaction to teams.
o Search for archived interactions. Viewing or listening to audio.
o Filters by campaign and channel in each queue.
o Typing of interaction in tree format.
o Quick access to take next in the queue of unassigned interactions.
o Agent status changes.
o Example of integrations with MS Dynamics 365:
o Incoming interaction is recorded as activity on the contact if found by the contact ID (voice and WhatsApp is the phone, email, Facebook Messenger is Face ID, etc).
o The search criteria for an incoming interaction against dynamics are parameterisable (e.g. phone + service = campaign name).
o You can open a contact card, manually or automatically, from an interaction in the queue or progress. The manual would be a single click on the interaction and you get the associated contact.
o You can make outbound calls from Dynamics (C2C functionality).
o Sending Messages: It can also send Notifications (json) to feed third-party applications with information about the events of the interaction.
o Different Integration Mechanisms with Third-party Systems: Increased connectivity capabilities and functions, as well as inConcert integration with third-party data and systems, are detailed below:
o ODBC access to databases.
o Servers using TCP/IP and Named Pipes.
o Minis and Mainframes: IBM390, AS400, RS6000, among others.
o Standard messaging exchange: ISO8583, SWIFT, CNAB and XML.
o Proprietary messaging: build and parse.
o Middleware solutions: IBM-MQ Series and BEA Tuxedo.
o Publication and access to Web Services: REST and SOAP.
o Invoke external processes and components: COM, CORBA, SOAP, and RPC.
o The inConcert Omnichannel solution allows the integration of Business Intelligence tools so that 100% of the reporting information and records in inConcert can be analysed by these platforms. InConcert will not provide support on these external tools, but it will be a facilitator so that this requirement is fully met.
o Other.
· List of OOB (Out-Of-The-Box) Integration APIs:
As standard, inConcert has three types of integration APIs, which are activated according to the project’s needs.
o External APIs: Integrate the inConcert platform with third parties.
o inConcert API JS: Interface inConcert Agent, allows you to emulate the OCC inConcert interface and enables integrations with third-party applications (such as Salesforce, Microsoft Dynamics, or others).
o OCC REST API: Allows access via integration to OCC functionalities (creation and activation of users, automatic loading of databases and dialing batches, etc.).
InConcert's technological solution facilitates multiple ways of integration with Business applications. The objective is to create uninterrupted processes for the online management of contact and consultation processes, allowing the operation of the contact centre to be streamlined, integrating it with the data and applications of the Organisation and streamlining business processes.
· CTI integration: Through applications developed from within the inConcert platform, using the design tools enabled for this purpose (see "Application Designer" section). These applications interact with third-party tools, through the methods enabled by them (APIs, web services, etc.).
The CTI integration allows us to display in the same interface of the agent, and simultaneously with the incoming (or eventually, outgoing) interaction, all the relevant information of the Client to be served.
There are no limitations regarding the fields, or functionality, to be displayed, in the case of development with inConcert Web Designer, as long as they are contemplated within the designed data model (information, editing or deletion, searches, calendar, multiple typing by campaign, dynamic fields or arguments, comments or observations, definition of mandatory fields, alerts, timers, direct opening, interactions through other channels or automatic mailings based on CTAs implemented on script, access to the results of the Contact's surveys, etc.). Naturally, the Agent may add or update any information, provided that this has been defined at the time of development.
Several CTI mechanisms are offered that integrate the Contact Centre platform with various management applications on the agent's PC, such as CRMs, third-party ticketing tools, collection or telesales applications, contact databases, etc. From the Administration console, you can select the integration mechanism to be used according to the requirements and the specific environment.
Additionally, inConcert OCC CTI delivers all the information captured in the IVR / ITR / Bot (marked options, responses, etc.) automatically to the agent who takes the call, achieving a better experience for the end customer and shorter service times.
Integration with local, legacy or any other type of systems for which web integration mechanisms (Web API or Web Services) are not directly enabled requires the establishment of a connection channel between the inConcert Cloud platform and the place where these systems are located (site2site VPN or similar). It will be necessary to have the availability and documentation of the corresponding access mechanisms from the external system to carry out this integration (SPs, specific APIs, etc.). The scenario is analysed jointly by the technical areas of the Client and inConcert, both in terms of its specific feasibility, availability of these access mechanisms, and the definition and deployment of the most appropriate integration model.
Integration developments on the inConcert platform may be evaluated and adjusted independently in their feasibility and effort, based on detailed information on specific functionality requirements and the typology, availability and documentation of the mechanisms enabled by the external systems themselves.
· InConcert API for CTI: From third-party applications, for integration with the inConcert platform. Providing a set of methods usable from Javascript that provide the creation, retrieval, update or search of the resources of a given vcc (Virtual Contact Center); as well as emulate all the actions related to the manipulation of interactions and users, which can be carried out through the interaction tab of the OCC interface (see attached documentation).
Through the inConcert API for CTI, any management application can be easily integrated with inConcert:
o Integration with front-end web applications.
o Integration with Web forms and scripts.
o Integration with data, systems and business processes.
o Automatic upload of Leads or Contacts.
o Hours and dates for active/inactive campaigning.
o Concurrent interactions capacity configuration for each channel.
o Custom scripts for simplified management and configuration of functionalities, parameterisation of flows, and other specific configurations.
o Access to recordings.
o Integration with Third-Party Applications (API, DDE, DLL, URL)
o Integration with inConcert CRM.
o Integration with inConcert Scripting.
o Integration with inConcert IVR for context transfer.
o Deployment of business contingency systems on external applications.
o SDK for Integration:
- Web Services
- Java
- .Net
- COM activex
· CRM Connectors: inConcert provides plug-and-play connectors for SalesForce and MSDynamics 365, which ensure seamless integration between Customer data and communication functionalities on a single, integrated screen. They allow you to perform a single sign-on and start working immediately without requiring development or integration services. These connectors include both Voice and other channel management. Other features include:
o Supported Channels:
o Voice.
o Outbound and inbound calls.
o Transfer and Conference.
o Call recording, if permissions are available.
o Hold and Mute.
o Dialer.
o WhatsApp.
o SMS.
o Facebook Messenger.
o Email.
o Webchat.
o Instagram DM.
o Twitter DM.
o General functionality:
o View of active, archived, scheduled, and queued interactions.
o Schedule interactions.
o Transfer interaction to teams.
o Search for archived interactions. Viewing or listening to audio.
o Filters by campaign and channel in each queue.
o Typing of interaction in tree format.
o Quick access to take next in the queue of unassigned interactions.
o Agent status changes.
o Example of integrations with MS Dynamics 365:
o Incoming interaction is recorded as activity on the contact if found by the contact ID (voice and WhatsApp is the phone, email, Facebook Messenger is Face ID, etc).
o The search criteria for an incoming interaction against dynamics are parameterisable (e.g. phone + service = campaign name).
o You can open a contact card, manually or automatically, from an interaction in the queue or progress. The manual would be a single click on the interaction and you get the associated contact.
o You can make outbound calls from Dynamics (C2C functionality).
o Sending Messages: It can also send Notifications (json) to feed third-party applications with information about the events of the interaction.
o Different Integration Mechanisms with Third-party Systems: Increased connectivity capabilities and functions, as well as inConcert integration with third-party data and systems, are detailed below:
o ODBC access to databases.
o Servers using TCP/IP and Named Pipes.
o Minis and Mainframes: IBM390, AS400, RS6000, among others.
o Standard messaging exchange: ISO8583, SWIFT, CNAB and XML.
o Proprietary messaging: build and parse.
o Middleware solutions: IBM-MQ Series and BEA Tuxedo.
o Publication and access to Web Services: REST and SOAP.
o Invoke external processes and components: COM, CORBA, SOAP, and RPC.
o The inConcert Omnichannel solution allows the integration of Business Intelligence tools so that 100% of the reporting information and records in inConcert can be analysed by these platforms. InConcert will not provide support on these external tools, but it will be a facilitator so that this requirement is fully met.
o Other.
· List of OOB (Out-Of-The-Box) Integration APIs:
As standard, inConcert has three types of integration APIs, which are activated according to the project’s needs.
o External APIs: Integrate the inConcert platform with third parties.
o inConcert API JS: Interface inConcert Agent, allows you to emulate the OCC inConcert interface and enables integrations with third-party applications (such as Salesforce, Microsoft Dynamics, or others).
o OCC REST API: Allows access via integration to OCC functionalities (creation and activation of users, automatic loading of databases and dialing batches, etc.).
I’ts advanced automatic dialing technology makes the outbound operation profitable by accessing more contacts in less time, reducing the abandonment rate and increasing the penetration of the contact list. It allows you to configure the type of dialing and other criteria, in an agile and simple way, from different interfaces depending on the User role. You can set the number of attempts according to different criteria such as: type of phone, the result of the previous dialing attempt, maximum total dialing per Contact, per day, etc. Standard features include:
- It incorporates advanced Multimode Voice Dialing technologies: Predictive, Manual Rate, Progressive, Preview.
- Automatic Messaging: Allows access to thousands of Contacts with a highly efficient tool for sending personalized Voice Messages, SMS, Emails and WhatsApps quickly and at the lowest cost.
- Incorporation of skills in automatic call assignment (skill dialer).
- Call Progress Analysis and Answering Machine Detection (AMD).
- Multiple campaigns with blending and lists with automatic prioritization.
- Dynamic management and updating of contact lists or segments (Batches) and BlackLists.
- Adherence to regulations.
- Unified campaign management.
- Integration with front-end applications, forms, and scripts.
- Advanced Management of Dialing Rules.
- Insights and analytics. It shows the number of pending and completed contacts, scheduled, etc., both globally and individually for each of the segments that have been generated on the database.
I’ts advanced automatic dialing technology makes the outbound operation profitable by accessing more contacts in less time, reducing the abandonment rate and increasing the penetration of the contact list. It allows you to configure the type of dialing and other criteria, in an agile and simple way, from different interfaces depending on the User role. You can set the number of attempts according to different criteria such as: type of phone, the result of the previous dialing attempt, maximum total dialing per Contact, per day, etc. Standard features include:
- It incorporates advanced Multimode Voice Dialing technologies: Predictive, Manual Rate, Progressive, Preview.
- Automatic Messaging: Allows access to thousands of Contacts with a highly efficient tool for sending personalized Voice Messages, SMS, Emails and WhatsApps quickly and at the lowest cost.
- Incorporation of skills in automatic call assignment (skill dialer).
- Call Progress Analysis and Answering Machine Detection (AMD).
- Multiple campaigns with blending and lists with automatic prioritization.
- Dynamic management and updating of contact lists or segments (Batches) and BlackLists.
- Adherence to regulations.
- Unified campaign management.
- Integration with front-end applications, forms, and scripts.
- Advanced Management of Dialing Rules.
- Insights and analytics. It shows the number of pending and completed contacts, scheduled, etc., both globally and individually for each of the segments that have been generated on the database.
I’ts advanced automatic dialing technology makes the outbound operation profitable by accessing more contacts in less time, reducing the abandonment rate and increasing the penetration of the contact list. It allows you to configure the type of dialing and other criteria, in an agile and simple way, from different interfaces depending on the User role. You can set the number of attempts according to different criteria such as: type of phone, the result of the previous dialing attempt, maximum total dialing per Contact, per day, etc. Standard features include:
- It incorporates advanced Multimode Voice Dialing technologies: Predictive, Manual Rate, Progressive, Preview.
- Automatic Messaging: Allows access to thousands of Contacts with a highly efficient tool for sending personalized Voice Messages, SMS, Emails and WhatsApps quickly and at the lowest cost.
- Incorporation of skills in automatic call assignment (skill dialer).
- Call Progress Analysis and Answering Machine Detection (AMD).
- Multiple campaigns with blending and lists with automatic prioritization.
- Dynamic management and updating of contact lists or segments (Batches) and BlackLists.
- Adherence to regulations.
- Unified campaign management.
- Integration with front-end applications, forms, and scripts.
- Advanced Management of Dialing Rules.
- Insights and analytics. It shows the number of pending and completed contacts, scheduled, etc., both globally and individually for each of the segments that have been generated on the database.
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