InConcert Help Desk is a Customer Service solution specialised in the simple and efficient management and resolution of Service requests, procedures, incidents, claims or user assistance.
This Business Application, oriented to Customer Service, provides the necessary tools to build excellent experiences throughout the entire Life Cycle and relationship with the Customer, as well as every point of contact with the Organisation. The combination of advanced Ticket (or Case) management functionalities with inConcert's powerful omnichannel platform, with which it is natively integrated and on a unified interface (within the same solution), empowers service representatives, streamlines service processes and improves Customer retention. The result is a set of tools, simple and high-performance, that include a collaborative omnichannel inbox for telephone service, chats, emails, web requirements and interactions through WhatsApp and RRSS, chatbots and voice portals powered by Artificial Intelligence to promote self-service and cost reduction, self-management web portals and knowledge bases, and automated processes, among others.
Omnichannel Service
· Ticket handling from multiple channels: Telephone, Email, WebChat, WhatsApp, SMS, Social Media, Portal, bots, etc.
· Unified Channel and Ticket Management. Ticket association of all conversations, through different channels, related to its management (both with the Client and internally, or with Suppliers).
· It is capable of implementing different management models when opening the ticket. It allows you to define the automatic opening of tickets associated with the interaction, based on conditions of the interaction that can be defined, and/or existing tickets, or in manual opening from the interaction interface itself (e.g., it gives the possibility, only if established by the rules of the Business, to define certain types of interactions that do not require an associated ticket, such as specific queries typified for direct resolution at the "front" level).
· Outgoing calls, or other interactions (Email, WhatsApp, SMS, etc.) executed directly from the ticket.
· Automatic distribution of conversations. Association, manually or automatically, of the Client's response to the associated ticket, and, consequently, to its Assigned Agent (depending on the channel and association mechanisms deployed; for example, ticket ID request in IVR/ITR/bot in the different channels, inclusion of ID_ticket in Subject, or in form; etc.).
· Real-time conversation transfer including context and conferencing, to one step (direct) or two steps.
· Transaction history, at the Contact level and the ticket level.
· Real-time conversation monitoring.
· Silent, real-time whisper monitoring of conversations.
· Visualisation of key indicators such as abandoned interactions, service level, average response times for each service channel, abandonment percentages, occupancy rate, number of successful interactions, and average service time for each channel, among others.
· KPIs for attention, productivity, and team performance.
· Dissemination of messages and mass warnings to operators.
InConcert Help Desk is a Customer Service solution specialised in the simple and efficient management and resolution of Service requests, procedures, incidents, claims or user assistance.
This Business Application, oriented to Customer Service, provides the necessary tools to build excellent experiences throughout the entire Life Cycle and relationship with the Customer, as well as every point of contact with the Organisation. The combination of advanced Ticket (or Case) management functionalities with inConcert's powerful omnichannel platform, with which it is natively integrated and on a unified interface (within the same solution), empowers service representatives, streamlines service processes and improves Customer retention. The result is a set of tools, simple and high-performance, that include a collaborative omnichannel inbox for telephone service, chats, emails, web requirements and interactions through WhatsApp and RRSS, chatbots and voice portals powered by Artificial Intelligence to promote self-service and cost reduction, self-management web portals and knowledge bases, and automated processes, among others.
Omnichannel Service
· Ticket handling from multiple channels: Telephone, Email, WebChat, WhatsApp, SMS, Social Media, Portal, bots, etc.
· Unified Channel and Ticket Management. Ticket association of all conversations, through different channels, related to its management (both with the Client and internally, or with Suppliers).
· It is capable of implementing different management models when opening the ticket. It allows you to define the automatic opening of tickets associated with the interaction, based on conditions of the interaction that can be defined, and/or existing tickets, or in manual opening from the interaction interface itself (e.g., it gives the possibility, only if established by the rules of the Business, to define certain types of interactions that do not require an associated ticket, such as specific queries typified for direct resolution at the "front" level).
· Outgoing calls, or other interactions (Email, WhatsApp, SMS, etc.) executed directly from the ticket.
· Automatic distribution of conversations. Association, manually or automatically, of the Client's response to the associated ticket, and, consequently, to its Assigned Agent (depending on the channel and association mechanisms deployed; for example, ticket ID request in IVR/ITR/bot in the different channels, inclusion of ID_ticket in Subject, or in form; etc.).
· Real-time conversation transfer including context and conferencing, to one step (direct) or two steps.
· Transaction history, at the Contact level and the ticket level.
· Real-time conversation monitoring.
· Silent, real-time whisper monitoring of conversations.
· Visualisation of key indicators such as abandoned interactions, service level, average response times for each service channel, abandonment percentages, occupancy rate, number of successful interactions, and average service time for each channel, among others.
· KPIs for attention, productivity, and team performance.
· Dissemination of messages and mass warnings to operators.
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.
Request a Demo
Explore the ways in which you can elevate your business and how to properly utilise our products, through a personally curated demo, provided by our expert consultants. Unlock your own identity and soar to new heights.