Omni-channel service and contact management

All channels and all contacts, on a single screen.

Omni-channel service and contact management

Omni-channel service and contact management

All channels and all contacts, on a single screen.

Atencion omnicanal

Build optimal experiences in every contact. Serve your customers through their preferred channels, when they need it.

Efficient resolution
in all channels

Provide personalized, agile and efficient service through multiple channels, from a single platform.

Even when the same customer communicates through different channels, with inConcert Help Desk the contact experience is unified (as well as that of the agent).

Efficient resolution in all channels
Omni-channel contact management

Omni-channel contact management

Easily convert messages into tickets and record all interactions in the same ticket, regardless of the channel.

Access an omnichannel contact history and save each customer's information for truly personalized conversations.

Intelligent Distribution

Configure ticket prioritization, categorization and distribution rules according to case type, customer profile or language used (for example, automatically detecting keywords in a message).

Ensures that each case reaches the most appropriate agent or team to resolve it.

Intelligent Distribution
From portal to ticket

From portal to ticket

Comments made by users in the knowledge portals are converted into tickets to provide quick assistance to the case.

Related article

Learn more about what you can achieve with this technology in our blog.

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Automations in Helpdesk: How they work and why they are key to customer service

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