The right people, at the right time

Achieve the perfect balance between the number of interactions, available agents and service levels you need.

Optimize your workforce,
meet service metrics
and empower agents

Stay ahead of demand and design action plans to improve customer experience and service quality while reducing costs.

inConcert WFM combines sophisticated forecasting algorithms, a powerful operational scenario simulator, versatile shift scheduling tools and real-time monitoring. All in a unified platform natively integrated into the contact center.

Workforce-Management

inConcert Workforce Management is an omnichannel solution that combines sophisticated forecasting algorithms, a powerful operational scenario simulator,
and versatile integrated natively into the contact center.

The Workforce Management platform
truly omnichannel

Some of the features that our customers love.

automatic-forecasting
Automatic forecasting

Create in minutes projections of all types of interactions and operation times on a yearly, monthly, weekly and daily basis; without losing sight of seasonality.

automatic-intraday
Automatic intraday distributions

Know precisely the arrival pattern of interactions by service for each day of the week.

special-days
Special days

Track and forecast the impact of special days and blackout periods on interactions for each line of business.

hc-required
HC required

Accurately estimates the number of agent hours required to meet the demand for interactions, by interval, day, and week for each line of business.

level-simulation
Level simulation

Predicts the results of service levels, abandonment and occupancy, combining a shift plan with different interaction forecasts.

multi-service
Multi-service scheduler

Improve your coverage and utilization of human talent by automatically scheduling support segments between lines of business with our algorithm.

meeting-scheduler
Meeting scheduler

Let our algorithm evaluate the best intervals for scheduling activities such as coaching, group meetings and training.

scheduling-strategies
Scheduling strategies

Choose from three different shift scheduling strategies to achieve the best coverage without neglecting the needs of your agents.

mobile-aplication
Mobile application

Involve agents in the creation of their shifts, and provide them with real-time information on how their metrics are being met.

shift-management
Shift management

Control and optimize the management of shift news, generating the process flow that best suits your operation.

custom-indicators
Custom Indicators

Create, illustrate and analyze the KPIs that impact your operation, and have the information you need always at hand in a single view.

dashboards
Dashboards

Create customized dashboards for each profile by type of service or group of agents. Share your configuration among your team without restricting individual editions.

integrations
Integrations

Connect with internal and external tools, and automate manual tasks with automatic processes that facilitate access to information.

agent-status-detail
Agent status detail

Get minute-by-minute connection details for each of your agents by month, week or day in a single view.

adherence
Adherence

Control in real time the degree of adherence of your agents to the schedule. Define adherence and non-adherence statuses through customized indicators.

Get to know all
the product's
functionalities.

Request Demo
Automatic forecasting

Create in minutes projections of all types of interactions and operation times on a yearly, monthly, weekly and daily basis; without losing sight of seasonality.

Automatic intraday distributions

Know precisely the arrival pattern of interactions by service for each day of the week.

Special days

Track and forecast the impact of special days and blackout periods on interactions for each line of business.

HC required

Accurately estimates the number of agent hours required to meet the demand for interactions, by interval, day, and week for each line of business.

Level simulation

Predicts the results of service levels, abandonment and occupancy, combining a shift plan with different interaction forecasts.

Multi-service scheduler

Improve your coverage and utilization of human talent by automatically scheduling support segments between lines of business with our algorithm.

Meeting scheduler

Let our algorithm evaluate the best intervals for scheduling activities such as coaching, group meetings and training.

Scheduling strategies

Choose from three different shift scheduling strategies to achieve the best coverage without neglecting the needs of your agents.

Mobile application

Involve agents in the creation of their shifts, and provide them with real-time information on how their metrics are being met.

Shift management

Control and optimize the management of shift news, generating the process flow that best suits your operation.

Custom Indicators

Create, illustrate and analyze the KPIs that impact your operation, and have the information you need always at hand in a single view.

Dashboards

Create customized dashboards for each profile by type of service or group of agents. Share your configuration among your team without restricting individual editions.

Integrations

Connect with internal and external tools, and automate manual tasks with automatic processes that facilitate access to information.

Agent status detail

Get minute-by-minute connection details for each of your agents by month, week or day in a single view.

Adherence

Control in real time the degree of adherence of your agents to the schedule. Define adherence and non-adherence statuses through customized indicators.

Get to know all
the product's
functionalities.

Request Demo

CasCorp increases by 54%
its conversion rate

With inConcert we have achieved a significant improvement in productivity and increased the conversion rate to sales by more than 50%.

Luis Cariola
CEO of Cariola Group

wfm-testimonio

Related article

Find out what you can achieve with this technology in our blog.

ic-articulo-blog
How to choose a Workforce
Management platform

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