Turn problems into
opportunities
Delivers service excellence through
true ticket management.
Efficient, dynamic and
intelligent case management
Maximize the value of your customers' lifecycle with inConcert Help Desk - a modern, simple and functionally complete platform specialized in customer care and service.
inConcert brings you a unique combination in the industry: the features of a state-of-the-art Help Desk application coupled with the immediacy, efficiency and reliability of omnichannel communications.
TICKET MANAGEMENT
SIMPLER
InConcert provides a collaborative and multilingual environment with knowledge base access, canned responses, prioritization, ticket merging and many other features for dynamic and simple case resolution.
OMNICHANNEL
RESOLUTION
Serve your customers through their favorite channels, in a unified way, from a single platform. Distribute cases intelligently, whether they arrive by phone, WhatsApp, chat, email or social networks.
AUTOMATION AND
SELF-SERVICE
Accelerate processes, meet service levels and reduce costs by automating tasks and providing powerful self-service options. Use artificial intelligence to automate service and design workflows to improve management processes.
PRODUCTIVITY AND COLLABORATION
Increase your team's productivity with advanced collaboration, monitoring and tracking tools. Integrate inConcert Help Desk with our Workforce Management, Call Recording and Quality Management solutions to take your service to a level of excellence.
ANALYTICS AND REPORTING
Create customized reports with service indicators and team performance metrics. Access real-time data to optimize service at the right time. Measure customer satisfaction and design customer loyalty actions.
INTEGRATION WITH SYSTEMS
Integrate inConcert Help Desk with our Workforce Management solution, call recording and Quality Management, as well as other business applications, to take your service to a level of excellence.
inConcert Help Desk is a complete omnichannel platform for case management
designed to provide excellent customer service. Access powerful tools to
generate unique contact experiences and resolve incidents more efficiently.
The omnichannel
customer service platform
Some of the features our customers love.
Automation and notifications
Generate automatic monitoring, escalation and distribution rules. Automatically assign multiple SLA policies and send automatic emails, reminders, notifications and alerts.
Customizable portals
Design knowledge portals by language and achieve advanced customization with CSS. Configure the access permissions you need in a simple way. Create system users: agents, supervisors and administrators. Create roles with wide granularity of permissions to different functions.
Chatbots for portals
Portal widgets include a chatbot to search for information in Knowledge Base articles, and chatbots to generate a new ticket.
Omnichannel support
Handles tickets coming from multiple channels: telephony, chat, email, portal, SMS, Whatsapp, Facebook, Twitter and bots.
Unified management
Automatically distributes conversations across any channel and transfers them in real time including their context. Configure distribution criteria: skill-based, circular or business rule-based.
Supervision and monitoring
Supervise conversations in real time and perform silent monitoring of ongoing interactions. Broadcasts mass messages and alerts to operators.
Advanced ticket management
View tickets in an inbox according to urgency, channels or status, assign them to agents and view their total trace. Use filters to search for tickets, visual alerts for SLA non-compliance, dynamic fields, prioritization and status management.
Efficient responses
More features for efficient case management: apply automatic rules, exchange attachments, insert links and Knowledge Base articles as answers, create pre-defined answer templates.
Merge, close tickets and observers
Merge, categorize and close multiple tickets at once. Assign a Ticket Watcher to receive notifications and alerts about changes to that ticket. Also, create custom views and apply spell check.
Service and performance KPIs
View key indicators such as abandoned interactions, service level, average response times for each service channel, abandonment rates, occupancy rates and number of interactions that have met the goal.
Customized reports
Customized reports with all service data: new tickets, resolved and in-process tickets, agent intervention, average first response time, tickets by channel, most viewed, voted and commented content, agents with most resolved tickets.
Real-time dashboards
Access to all ticket management indicators, service levels and agent performance in real time, for on-the-spot interventions.
Contact management
Customize contact fields with general data, company association and language. Merge contacts, manage passwords, view their tickets and record notes for each one.
Configurable multilingual platform
Access a configurable multilingual platform according to user preferences. Select languages for articles, notifications, email templates and portals.
Service Desk Configuration
Create multiple Service Desks in multi-tenant mode. Configure service channels and automatic messages, select portals and define service capabilities and service levels for the different channels.
Conoce todas
las funcionalidades
del producto.
Genera reglas automáticas de supervisión, escalamiento y distribución. Asigna automáticamente múltiples políticas de SLA y envía mails, recordatorios, notificaciones y alertas automáticas.
Diseña portales de conocimiento por idioma y logra una personalización avanzada con CSS. Configura los permisos de acceso que necesites de forma simple. Crea usuarios del sistema: agentes, supervisores y administradores. Crea roles con amplia granularidad de permisos a distintas funciones.
Entre los widgets para portales, se incluye un chatbot para búsqueda de información en los artículos de la Knowledge Base, y chatbots para generar un nuevo ticket.
Atiende tickets provenientes de múltiples canales: telefonía, chat, email, portal, SMS, Whatsapp, Facebook, Twitter y bots.
Distribuye automáticamente las conversaciones por cualquier canal y transfiérelas en tiempo real incluyendo su contexto. Configura los criterios de distribución: basada en habilidades, circular o basada en reglas de negocio.
Supervisa conversaciones en tiempo real y realiza la monitorización silenciosa de las interacciones en curso. Difunde mensajes y avisos masivos a los operadores.
Visualiza los tickets en una bandeja de entrada según urgencia, canales o estado, asígnalos a agentes y visualiza su traza total. Usa filtros para búsqueda de tickets, alertas visuales ante incumplimientos de SLA, campos dinámicos, priorización y manejo de estados. Agrega notas internas y públicas y configura cambios de estados.
Más funcionalidades para una gestión de casos eficiente: aplica reglas automáticas, intercamabia archivos adjuntos, inserta vínculos y artículos de la Knowledge Base como respuesta, crea plantillas de respuestas pre-definidas.
Fusiona tickets, categorízalos y cierra múltiples tickets a la vez. Asigna un Observador de ticket para recibir notificaciones y alertas sobre cambios en ese ticket. Además, crea vistas personalizadas y aplica el corrector ortográfico.
Visualiza indicadores claves como interacciones abandonadas, nivel de servicio, tiempos de respuesta promedios por cada canal de atención, porcentajes de abandono, porcentaje de ocupación y cantidad de interacciones que han cumplido la meta.
Reportes personalizados con todos los datos de servicio: nuevos tickets, tickets resueltos y en proceso, intervención de agentes, tiempo promedio de primera respuesta, tickets por canales, contenidos más vistos, votados y comentados, agentes con más tickets resueltos.
Accede a todos los indicadores de gestión de tickets, niveles de servicio y desempeño de agentes en tiempo real, para realizar intervenciones en el momento.
Personaliza los campos del contacto con datos generales, asociación a compañía e idioma. Fusiona contactos, gestiona contraseñas, visualiza sus tickets y registra notas de cada uno.
Accede a una plataforma multilingüe configurable de acuerdo a las preferencias de usuario. Selecciona idiomas en artículos, notificaciones, plantillas de mail y portales.
Crea múltiples Service Desks en modalidad multi-tennant. Configura canales de atención y mensajes automáticos, selecciona portales y define capacidades de atención y niveles de servicio para los distintos canales.
Know all
the functionalities of the product
Webhelp: inConcert deploys in 24 hours a platform of 150 agents for customer service in emergency situations.
Thanks to the versatility, ease of use and speed of deployment of the inConcert solution, we were able to have a complete solution up and running in record time for our most demanding client.
Mariano Bañón,
IT Director of Webhelp.
Related article
Find out what you can achieve with this technology in our blog.
Automations in Helpdesk: How they work and why they are key to customer service
Read more