Accompany your customer on their journey through all the points of contact with your company, and make it profitable, using a single work desk. It processes all types of interactions, inbound and outbound, in a centralized and truly omnichannel way: phone calls, chats, emails, web forms, and contacts via Facebook and Twitter.
Using the WebRTC protocol, it is possible to deploy operations in cloud environments with just access to a browser; no need to download applications. This facility on our platform ensures real-time interactions with excellent voice quality from any device, giving enormous flexibility to agents who work remotely.
Although it crosses multiple touch points, each customer conversation is unique, from inception to resolution. inConcert allows operators to move easily from one channel to another, without losing context or the thread of the conversation. The unified view of channels, interactions, teamwork, and customer data facilitates a consistent and satisfying contact experience.
Put your customer first
Store valuable and updated data on each customer throughout their life cycle, in order to provide them with personalized attention and design more effective customer care, marketing, and sales strategies. From the same platform, access a 360° picture of the customer, including their interaction history and frequent purchases. Convert that information into business intelligence, always providing an optimal omnichannel experience.
Encourage collaborative work and improve service levels, response times, and customer experience with your company. Operators can include private notes and comments on conversations as part of the customer's historical and contextual information. When a collaborator transfers the conversation to another collaborator, all this data is automatically accessible.