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inConcert Omnichannel Contact Center Logo

inConcert Omnichannel Contact Center

Make Contact. Do Business.

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(1)

inConcert Omnichannel Contact Center Pricing, Features, Reviews and Alternatives

inConcert Omnichannel Contact Center FAQs

Q. What type of pricing plans does inConcert Omnichannel Contact Center offer?

inConcert Omnichannel Contact Center has the following pricing plans:
Pricing model: Subscription
Free Trial: Available

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Q. Who are the typical users of inConcert Omnichannel Contact Center?

inConcert Omnichannel Contact Center has the following typical customers:
Large Enterprises, Mid Size Business, Small Business

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Q. What languages does inConcert Omnichannel Contact Center support?

inConcert Omnichannel Contact Center supports the following languages:
English, Spanish

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Q. Does inConcert Omnichannel Contact Center offer an API?

Yes, inConcert Omnichannel Contact Center has an API available for use.

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Q. What other apps does inConcert Omnichannel Contact Center integrate with?

inConcert Omnichannel Contact Center integrates with the following applications:
WhatsApp, Twitter, Instagram, YouTube

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Q. What level of support does inConcert Omnichannel Contact Center offer?

inConcert Omnichannel Contact Center offers the following support options:
24/7 (Live rep), Knowledge Base

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inConcert Omnichannel Contact Center product overview

What is inConcert Omnichannel Contact Center?

inConcert Omnichannel Contact Center is a full-featured contact center solution, supporting voice and video calls, digital channels, self-service, social media and more. The software aims to provide an outstanding experience and transform every customer interaction.

Key benefits of using inConcert Omnichannel Contact Center

Omnichannel Distribution: Improve your operation results by distributing customer interactions intelligently to the agents most qualified to respond successfully. Regardless of which channel your customers choose, configure your distribution rules to fit your business strategies.Powerful inConcert algorithms allow you to factor in the customer’s individual contact history and all your business systems’ data to achieve the most personalized and efficient response on every contact.

Universal interaction queue: inConcert provides agents with a unified omnichannel and collaborative interaction queue to respond to calls, chats, email, web, and customer contact made on WhatsApp, Facebook, Twitter, and Instagram. It ensures you have a centralized and unique point of access for all customer communications, allowing you to provide a fully integrated response to every customer. From the same screen, agents can access past customer interaction outcomes in real-time, along with your business’s entire knowledge base for a fully optimized customer response.

Multimodal dialing: Access advanced functionalities that ensure agents spend more time talking and interacting with customers than trying to reach them. Increase actual time spent talking with customers by up to 300% with predictive dialing, call progress analysis, and answering machine detection. inConcert’s predictive algorithms find the perfect equilibrium between dialing frequency and agent availability, maximizing time spent with customers and minimizing dropped calls.

Integration: Omnichannel Contact Center offers the most complete integration capabilities in the industry. It starts with being pre-configured to integrate with inConcert’s technology portfolio of marketing and sales, CRM, help desk and collections applications and WFM, speech analytics, and quality monitoring systems. Omnichannel Contact Center also offers plug-and-play connectivity with the mostimportant CRM tools in the market, such as Salesforce, Dynamics, or Sugar. Integration with other applications and business process systems is simple with APIs and its native middleware platform.

Intelligent self-service: Intelligent and efficient 24/7 self-service capabilities give your customers the choice to receive personalized service with no wait times. inConcert makes it easy to implement IVR applications that support process automation and systems integration, as well as voice technologies. Take your customer self-service functions to the next level with chatbots and virtual assistants powered by natural voice response and automated speech recognition delivering a differentiated customer experience while allowing agents for more complex, high-value tasks.

Supervision and collaboration across all channels: Ensure completion of your service goals across all channels of communication. Increase your contact center’s productivity and support agents when needed. Omnichannel Contact Center includes a powerful multi-channel supervision tool with advanced monitoring and collaboration functions that deliver minute-by-minute operational control.

Reporting and analysis: Build your business intelligence using a report generation tool that gives you a deep view of individual channels and their totality, combined with input from your other data streams. Omnichannel Contact Center helps you successfully manage operations with productivity indicators constantly updated in real-time, so you reduce operation times, increase productivity and meet service level requirements.

Omni-channel recordingWhether recording your Contact Center’s interactions because of regulations or just a portion to maximize quality and contact management, inConcert provides a powerful voice and agent screen recording system, as well as

Unified configuration: Simplify your contact center management and configure your omnichannel platform simply and efficiently with a powerful web-based administrator covering your entire operationfrom a single interface.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

24/7 (Live rep)
Knowledge Base

Training options

Webinars
In Person
Live Online
Documentation

inConcert Omnichannel Contact Center pricing information

Value for money

4.4

/5

6

Starting from

ic-pricetag

No pricing info

Pricing options

Free plan
Subscription
Free trial
Pricing range

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inConcert Omnichannel Contact Center features

Functionality

4.5

/5

6

Total features

37

29 categories

Most valued features by users

Reporting/Analytics
Third Party Integrations
Alerts/Notifications
Reporting & Statistics
Activity Dashboard
Chat/Messaging
Call Recording
Call Monitoring

Functionality contenders

inConcert Omnichannel Contact Center users reviews

Overall Rating

4.2

/5

6

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.4/10
Rating distribution

5

4

3

2

1

2

3

1

0

0

Overall rating contenders

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Daniel B.

Verified reviewer

Information Technology and Services, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Excellent omnichannel platform

Reviewed a year ago

Easy implementation and simple maintenance. It does not require a lot of technical knowledge, real-time reports. A multitude of APIs ... in general it is an excellent software

Pros

Price, product quality, commercial attention, support

Cons

Nothing, it is a product that continues to evolve over the years, fully recommended

AE
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Alberto Elías S.

Information Services, 5,001-10,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Performs very well, very good features, outstanding customer service.

Reviewed 5 years ago

Excellent product at a good price.

Pros

1 .- We are getting better results in our operation than with our previous system. 2 .- The system is evolving rapidly and incorporating new features that we can really use. 3 .- The system is reliable, and well designed. Intuitive and easy to use. 3 .- The service is just great. They really understand the need to work side by side with their clients in order to drive customer satisfaction up. This is specially important during the adoption process.

Cons

They have their own way of doing things. Most of the time their service is great, but sometimes we need information or support that could be considered very basic, but for some reason is hard to get with inConcert. In certain specific situations (very rare), they could be very rigid.

DG
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Danilo G.

Retail, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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inConcert, idispensable para el marketing omnicanalidad

Reviewed 2 months ago
Pros

Es realmente granular, lo que permite generar un esquema muy personalizado, básicamente se adapta a cualquier tipo de negocio.

Cons

Como siempre, la granularidad genera complejidad para la implementación, aunque una vez superado esta etapa, es todo valor agregado.

Showing original review in Spanish. See translation

SB
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Saida B.

Telecommunications, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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InConcert Contact Center

Reviewed 2 months ago
Pros

La posibilidad de tener un control sobre el trabajo de los agentes del contact center, envío de mensajes, escuchas y estabilidad de la herramienta.

Cons

Se queda muchas veces pillado el usuario y toca expulsar al agente, es complicado encontrar los informes a no ser que lleves mucho tiempo con la herramienta y sepas nombre de informe, no es muy intuitivo para realizar cambios en campañas/servicios, si borras un usuario borras las grabaciones asociadas al mismo, por lo demás, todo correcto.

Showing original review in Spanish. See translation

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Marcelo B.

Verified reviewer

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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is a very nice software to adminstrations very intuitive

Reviewed 4 years ago

the benefit are great because the business are happy to increase the contact and makes campaign of telesales or give support. the contactation growup like 50% with this software

Pros

the easy way to configure everything on the campaigns (inboud and outbound) chat, blendinng call, outbound engine etc

Cons

the support is very deficient the are good but the are to slow to answer to the issues that you explain

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