inConcert Products Overview

Components

• Automated Call Distributor (ACD)
• Computer Telephony Integration (CTI)
• Call Recording and Monitoring
• Interactive Voice Response (IVR)
• Dialing Engine Middleware (Systems Integration /SOA)
• Reports
• inConcert IVR Designer
• inConcert Script Designer
• Agent Interface
• Real Time Supervision
• Administrator
• Live Monitor
• API

Automated Call Distributor Features: 

• Route interactions based on customer profiles and business data.
• Configure different distribution criteria for each campaign.
• Work with multi-campaign environments.
• Agents can work on several campaigns at the same time.
• Unified communications managing multi-channel interactions.
• Interactions can be distributed to multiple geographical sites.
• Universal Interaction Queue.
• Hot-desking and Tele-work.
• Integrate the information received from the interaction with the back-office system while the call is being processed.
• Wide range of distribution algorithms are available.

Call Recording Features List: 

• Record any type of interaction (calls, chat, email, etc).
• Local and remote real time monitoring (via web and telephone).
• Keep records in MP3 or GSM format.
• Export audio files.
• Keep files of up to 350 kb per minute stored.
• Integration with rating systems.
• On demand and selective recordings available for configuration.
• Chat recording comprising all types of chat interactions.

Reports Features: 

• Obtain detailed or summarized data with just a few clicks.
• Export the report data into PDF and CSV files.
• Generate new reports containing specific data for a particular situation with Crystal Reports
• Segment the information using different criteria.
• All the information imaginable about the operation, from wait and hold times, to staff productivity levels, idle time, and best hours in the day to run your business and close sales.

 Script Designer Features: 

• Develop applications that integrate with diverse data sources and connect them in the front-end.
• Generate applications without writing programming code
• Develop applications for service center operating, allowing the handling of CRM scenarios, collections applications, telesales and others.
• Manage dynamic dialogue scripts sensitive to client responses.
• Native integration with inConcert, allows synchronizing screen-pop-up with calls being transferred to agents.
• Access and update data residing in diverse information systems inside and outside the organization.
• Execute from the front-end stored functions and procedures
• Reduced level of complexity in application development due to graphic interface
• Receive formal user training program, resulting in autonomy in application development

Supervisor Features List: 

• Each supervisor has her own configurable dashboard-view.
• Move agents between campaigns to anticipate load.
• Detect critical situations and deviations in real time through dynamic indicators.
• Customize alerts for queued calls, abandon rates, agent’s break time and much more.
• Supervise your agents from a remote location.Perform silent monitoring.
• Supervise any type of interaction in real time: calls, chat, emails, etc.
• Execute online and offline voice call monitoring.
• Chat with agents within the console.Participate in agent and customer conferences.
• Watch service metrics using real-time charts.
• Customize charts to show the relevant information for each case.
• Control up-to the minute stats for abandonment rate, agent states, interaction states, agents talking time, waiting time.

Live Monitor Features List: 

inConcert Allegro’s Live Monitor measures infraestucture variables and business metrics in real time. Serving the purposes of preventive maintenance to avoid service disruptions, and business analysis, for operation tuning and business improvement.All the measuring, charts and alarms on the dashboard are 100% web based, so you can access it using your favorite browser or operating system.

• Choose from a wide array of predefined indicators.
• Real time monitoring of contact center elements-such as calls on hold, active calls, number of calls in the ACD, dialer contact rate, etc.
• Set up alarms flexibly for different events ranging from service level events, to infrastructure contingencies.
• Define automatic response interactions for certain events.
• Generate new measurement parameters to better fit the necessities of your operations.
• Customize the level of detail for historical data measurements.
• Observe cross section data in order to derive correlations in different variables.

IVR Features List:

inConcert Allegro’s IVR system allows clients to query and update information without agent intervention.

It vocalizes menu options or prerecorded messages and identifies the responses clients make – using DTMF or voice recognition – providing them with the information they need.The IVR can also transfer calls to an agent along with customer data, or send an automated e-mail or fax according to a customer request.

• Handle multiple IVR applications on the same server.
• Manage e-mail on-demand and fax on-demand.
• Shared information between IVR and ACD.
• Integration with voice technologies, Text-To-Speech (TTS) and Automatic Speech Recognition (ASR).
• Automation of workflow between information systems.
• Access diverse databases via ODBC.
• Integration with host systems via TCP/IP and Named Pipes.
• Integration with Minis and Mainframes (IBM390, AS400, RS6000, among others).
• Standard messaging interconnection (ISO8583, SWIFT, CNAB, XML).
• External processes and component invocation (COM, CORBA, SOAP, RPC).
• Integration with middleware solutions (IBM-MQ Series, BEA Tuxedo).
• Publish and access Web Services (REST, SOAP).

Agent Interface Features List:

inConcert Agent Interface is a unified interface that allows tending to all communications processed in a contact center. The interface is sensitive to the type of interaction, auto-configuring itself depending on whether it is processing a telephone call, an e-mail or a web chat request.

• Hot-Desking and remote working functionalities
• Ergonomic design that doesn’t take much screen space
• Receive calls directly from the ACD or the Dialing Engine
• Callback customers who dropped their calls
• Schedule callbacks for outbound calls
• Process and reproduce voicemails that generate scheduled callbacks for the client
• Participate in multimedia interactions: chat, calls, emails, faxes, SMS, etc
• Transfer calls to other agents, to a group or to an extension number in two steps
• Create conference calls with only few clicks
• Reschedule calls with only a couple of clicks
• Change agent disposition to a set of pre-established states-active, paused, on a break
• Manage the wrap-up time for each interaction
• Visualize all the calls waiting in the ACD, the abandoned calls, voicemails, etc
• Observe a summary of time spent in different multimedia interactions
• Observe a summary of the conversation time

API Functionality Overview:

Use our API to develop your own application, expanding and building on inConcert as a Platform. Allowing you and your Developers to concentrate in satisfying particular business needs, and forgetting all the hassle involved in running a Contact Center solution.

• Manage contacts at all levels: generate new ones, delete and modify data
• Operate on current call, mute, transfer, etc.
• Manage historical information on dialer contacts
• Reschedule contacts and calls
• Add referrals
• Manage disposition codes
• Start and stop call recordings for agents
• Configure automatic wrap-up
• Administer users and campaigns
• Configure custom states for agents

Available API clients:

• Javascript
• .Net
• Java
• COM
• REST Web Service

inConcert Middleware (Systems Integration / SOA):

inConcert Allegro has the unique virtue of inserting itself into the business processes, optimizing contacts between the organization and its customers. By including a versatile middleware in its architecture, easily integrates with diverse applications and legacy systems, interchange information with messaging systems and access databases.

• Automation of workflow between information systems.
• Access diverse databases via ODBC.
• Integration with host systems via TCP/IP and Named Pipes.
• Integration with Minis and Mainframes (IBM390, AS400, RS6000, among others).
• Standard messaging interconnection (ISO8583, SWIFT, CNAB, XML).
• External processes and component invocation (COM, CORBA, SOAP, RPC).
• Integration with middleware solutions (IBM-MQ Series, BEA Tuxedo).
• Publish and access Web Services (REST, SOAP).