inConcert X-ray: an All-in-one platform for an intelligent business operation

Have you ever wondered what’s better, using multiple solutions or a single platform that resolves various processes and business needs? An All-in-one platform is a centralized tool that encompasses a wide range of key functions and seeks not only to simplify processes but also to enhance operational efficiency and promote synergy across different areas of a company, in other words, creating an intelligent business operation.

For example, a platform that offers marketing automation functionalities and can be directly linked with the CRM system, ensures that marketing strategies are aligned with business needs and actual customer behaviors.

In this “x-ray,” we’ll thoroughly explore the key components and features that make inConcert’s All-in-one platform an ideal tool to enhance data-driven decision-making, optimize resources, and reach business goals.

Omnichannel Contact Center

All-in-one solutions offer an adaptive and flexible model. This adaptability is crucial in today’s world, where customer interactions happen through various channels: social media, email, chat, WhatsApp, phone, SMS, forms, and chatbots. This is where an Omnichannel Contact Center solution is key to providing a consistent and customer-centric experience, regardless of the communication channel chosen by the customer.

1st Prize for “Best Outsourced Contact Center Operation”.
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1st Prize for “Best Outsourced Contact Center Operation”.
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Marketing Automation & CRM

What good is having an Omnichannel Contact Center if it’s not connected to your CRM, and this CRM doesn’t have the same omnichannel capacity to manage your entire sales process? Tracking new lead acquisition, reconversion of existing leads, or new interactions from current customers can be automated with an All-in-one solution. By unifying the information about their journey through the sales funnel with contact management, audience segmentation, email marketing, landing pages, workflows, lead nurturing, and lead scoring, you can intelligently optimize your processes, freeing up resources and time.

50 landing pages and 90% of leads responses to in less than a minute View now

50 landing pages and 90% of leads responses to in less than a minute
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Conversational Bot

The 24/7 agent is real thanks to Artificial Intelligence. Automated assistance through conversational bots, regardless of the time of day, improves the user experience and provides immediate solutions to their inquiries. These intelligent interactions are conducted in natural language, striving to be as close to a human conversation as possible. However, if necessary, the bot can redirect the chat to a real agent. It’s also crucial to highlight that it’s now possible to integrate a chatbot into an All-in-one platform, connecting it with your CRM, back office, and omnichannel contact center.

24-hour automated assistance through an intelligent chatbot.
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24-hour automated assistance through an intelligent chatbot.
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Speech Analytics

More than just a transcription tool, Speech Analytics extracts data from multiple interactions in your contact center, such as calls, WhatsApp messages, emails, and social media, and analyzes their quality. Subsequently, you can automatically use the results to conduct performance evaluations, service level assessments, and compliance attachment. In addition, it detects emotions, moods, and semantic criteria to obtain keywords in the interaction and thus improve your contact center’s service.

From monitoring 50 sales per month, to auditing each sale.
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From monitoring 50 sales per month, to auditing each sale.
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Workforce Engagement

The agent’s role is crucial to ensuring a satisfactory customer experience. Thus, the workforce engagement module, connected to all other tools, allows you to organize your teams efficiently and leverage agent performance and performance data, which in turn allows you to create goal and reward programs that increase employee motivation and improve the quality of interactions.

46% increase in agent productivity
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46% increase in agent productivity
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By integrating multiple functions into a single platform, companies can simplify their technological infrastructure and reduce operational complexity. This allows for greater efficiency in managing customer interactions, from acquisition to after-sales service.

This analysis, supported by successful experiences in various industries such as tourism and finance, reinforces the idea that adopting an All-in-one platform, like the one offered by inConcert, not only optimizes processes but also drives tangible business results.