The inConcert Workforce Engagement platform, natively integrated into the inConcert Contact Center, allows you to optimize workforce management, meet service metrics, reduce operational costs, and provide an enhanced experience with every contact. Accurately planning the agents required to achieve the perfect balance between the number of interactions, agents available and the service level objectives.
Through our platform and application, you can improve the productivity of your contact center by making it more efficient by reducing operating costs, staff turnover and planning times. You can also, keep agents trained and qualified to achieve good results.
Main Features
- Automatic forecasts of all types of interactions for annual, monthly, weekly, and daily operating schedules
- Automatic seasonality forecasting
- Automatic intraday contact distribution
- Tracking and forecasting the impact of special days and periods
- Accurate estimation of the number of agent hours needed to meet the demand for interactions, by interval, day, and week and for each line of business
- Simulation levels that predict the results of service levels, abandonment and occupancy, combining a shift plan with different interaction forecasts
- A multi-service planner that automatically schedules support segments between business lines using our proprietary algorithms
- A meeting planner that allows you to visualize the best intervals to schedule activities such as coaching, group meetings and training
- Shift scheduling strategies to achieve the best coverage without neglecting the needs of your agents
- Mobile app that involves agents in the creation of their shifts and provides them with real-time information on compliance and their performance metrics
- Control and optimization of the management of shift news, generating the process flow that best suits your operation
- Customizable indicators to create, illustrate and analyze the KPIs that impact your operation
- Control panels tailored to each profile by type of service or group of agents
- Integrations with internal and external tools
- Real-time detailed agents’ statuses
- Definition of adherence and non-adherence states through custom indicators
The inConcert Workforce Engagement platform, natively integrated into the inConcert Contact Center, allows you to optimize workforce management, meet service metrics, reduce operational costs, and provide an enhanced experience with every contact. Accurately planning the agents required to achieve the perfect balance between the number of interactions, agents available and the service level objectives.
Through our platform and application, you can improve the productivity of your contact center by making it more efficient by reducing operating costs, staff turnover and planning times. You can also, keep agents trained and qualified to achieve good results.
Main Features
- Automatic forecasts of all types of interactions for annual, monthly, weekly, and daily operating schedules
- Automatic seasonality forecasting
- Automatic intraday contact distribution
- Tracking and forecasting the impact of special days and periods
- Accurate estimation of the number of agent hours needed to meet the demand for interactions, by interval, day, and week and for each line of business
- Simulation levels that predict the results of service levels, abandonment and occupancy, combining a shift plan with different interaction forecasts
- A multi-service planner that automatically schedules support segments between business lines using our proprietary algorithms
- A meeting planner that allows you to visualize the best intervals to schedule activities such as coaching, group meetings and training
- Shift scheduling strategies to achieve the best coverage without neglecting the needs of your agents
- Mobile app that involves agents in the creation of their shifts and provides them with real-time information on compliance and their performance metrics
- Control and optimization of the management of shift news, generating the process flow that best suits your operation
- Customizable indicators to create, illustrate and analyze the KPIs that impact your operation
- Control panels tailored to each profile by type of service or group of agents
- Integrations with internal and external tools
- Real-time detailed agents’ statuses
- Definition of adherence and non-adherence states through custom indicators
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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