The international consulting firm Frost & Sullivan awarded inConcert the "Enabling Technology Leadership Award 2020", a recognition of excellence in best practices in the European Contact Center as a Service category.
Frost & Sullivan evaluates companies in various industries each year, distinguishing those that promote innovation to continuously improve the customer experience. "For inConcert, this is a significant recognition as it confirms a trend of technological leadership," said Julio Guridi, CMO of the company. This is the third Frost & Sullivan recognition received by inConcert in five years, following the awards obtained in 2016 and 2017.
The Frost & Sullivan awards are based on a stringent evaluation by an independent panel of analysts who select world-class products. "Frost & Sullivan's global team of experts continually identifies and evaluates growth opportunities across multiple industries, technologies and regions of the world," details Darrell Huntsman, Managing Director of the firm in the official awards report. "We identify companies that consistently develop new growth strategies based on a visionary understanding of the future and, therefore, more effectively address new challenges and opportunities. With this analysis as a backdrop, Frost & Sullivan recognizes inConcert for its valuable achievement," the document states.
"Frost & Sullivan strictly reserves this recognition for companies that are at the forefront of innovation and growth in their respective industries". The firm bases its analysis of best practices on several evaluation criteria, across two dimensions: technology leverage and customer impact.
From this analysis, the consulting firm concludes that "inConcert excels in many of the criteria in the field of "Contact Center as a Service", which is a remarkable achievement in a market as "highly fragmented" as the European one, with an increasingly informed and demanding demand.
Differentiating factors: native solutions, customization, innovative drive and Customer Intimacy
Frost & Sullivan's research reveals that "inConcert offers one of the most complete and diverse portfolios in the industry, encompassing a myriad of modules and applications"that "meet any customer experience need (...), with the added advantage that all functional components were developed natively.".
In addition to the breadth of native solutions, the "ability to customize solutions to maximize relevance" is a fundamental pillar for providing an optimal customer experience.
The report also highlights the constant adoption of emerging technologies: "Since its inception, inConcert has leveraged the latest technologies to optimize its offering.". "Although the COVID-19 crisis has presented the biggest challenge to the global business arena in decades, inConcert has managed to substantially expand its portfolio in 2020. It has developed complete new functional modules that adhere to the latest technology trends in terms of AI, Robotic Process Automation (RPA), omni-channel capabilities and mobility".
Likewise, Frost & Sullivan distinguishes inConcert's "Customer Intimacy" philosophy, which underpins a close after-sales service. Says Federico Taveles, CX Research Analyst at Frost & Sullivan: "The positive results of inConcert's Customer Intimacy philosophy are clearly visible; the company maintains incredible customer loyalty and satisfaction rates. In fact, after nearly 20 years of operating in the contact center solutions market, its early customers continue to trust and choose the company.".
About Frost & Sullivan
Frost & Sullivan, "The Growth Pipeline Company"™, works collaboratively with clients to leverage visionary innovations that address global challenges and growth opportunities in the industry. Its "Growth Pipeline as a Service"™ provides companies with a continuous and rigorous platform of growth opportunities, ensuring long-term success. Their team leverages more than 60 years of experience, advising organizations of all types and sizes across six continents.
inConcert develops advanced omnichannel technology, powered by artificial intelligence, with the goal of achieving happy customers and profitable businesses. It also provides consulting and implementation services based on best practices.
Since 2001 inConcert has been delivering turnkey contact center, marketing, sales, customer service and collections solutions specialized in reducing costs, improving customer service processes and providing an excellent user experience. Today it is present in 27 countries in Europe, America, Africa and Asia, processing more than 8 billion interactions annually.