The inConcert solution (Web-based agent) transforms contact centre operators into true super-agents, providing them with information and control to efficiently process all interactions and the ability to work from anywhere.
The inConcert (Web) Agent allows, among others, the following summarised set of functionalities:
· A full remote work environment for omnichannel management.
· Unified contact management for all channels (history, address book, etc.).
· Message management and control functions: take/transfer/finish.
· Self-service through an intelligent bot and transfer to an agent with context.
· Typification of conversations with management results.
· Ability to transfer messages to campaign/agent/service level.
· Omnichannel conversation history.
· Search for conversations through numerous criteria.
· Conversation tagging.
· Comments and private notes to conversations.
· Inserting Canned Messages into conversations.
· Multi-language spell checker.
· Possibility of processing interactions through Case Management and associated Ticket issuance (IDTicket code, customisable; e.g., web access validation).
· Sharing and history of files and audio attachments from the computer or system.
· Knowledge bases and QnA Maker search engine. It allows you to register and have Business information, such as "Questions and Answers", both for consumption in self-service bot systems deployed on the platform and in support of the Agent or Advisor’s management.
The inConcert solution (Web-based agent) transforms contact centre operators into true super-agents, providing them with information and control to efficiently process all interactions and the ability to work from anywhere.
The inConcert (Web) Agent allows, among others, the following summarised set of functionalities:
· A full remote work environment for omnichannel management.
· Unified contact management for all channels (history, address book, etc.).
· Message management and control functions: take/transfer/finish.
· Self-service through an intelligent bot and transfer to an agent with context.
· Typification of conversations with management results.
· Ability to transfer messages to campaign/agent/service level.
· Omnichannel conversation history.
· Search for conversations through numerous criteria.
· Conversation tagging.
· Comments and private notes to conversations.
· Inserting Canned Messages into conversations.
· Multi-language spell checker.
· Possibility of processing interactions through Case Management and associated Ticket issuance (IDTicket code, customisable; e.g., web access validation).
· Sharing and history of files and audio attachments from the computer or system.
· Knowledge bases and QnA Maker search engine. It allows you to register and have Business information, such as "Questions and Answers", both for consumption in self-service bot systems deployed on the platform and in support of the Agent or Advisor’s management.
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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