A More Agile and Efficient Contact Center for Teams With High Volumes
The combination of AI, automation, and omnichannel orchestration allowing you to operate with more agility, cut costs, and help your teams work with fewer complications, even in high-volume environments.
Value for your operation
Scale volumes without raising costs
Reduce inefficiencies and bottlenecks
Maximize
productivity
Automate tasks to free up capacity
Maintain quality in mass operations
A more efficient, aligned and ready to scale contact center
Optimize your teams’ performance without expanding personnel
Unified omnichannel inbox
Reduce clicks and switching back and forth between tools. Your agents work on a single screen designed to accelerate task resolution.
Work faster with automation
Eliminate reworking with marketing automation: Infunnel sends messages to the customer and automatically schedules the next action.
Guaranteed service level
Combine AI agents and the human workforce to always get to all interactions, even in high-demand/intensity periods.
Continuous training
Identify performance gaps and guide your agents with personalized coaching in lower-demand slots at the contact center.
Intelligent shift management
Adjust shifts for each team based on the demand forecast and each agent’s preferences, thereby eliminating saturation and idle time at the operation.
No-code solutions
Configure automated flows, manage channels, and activate AI agents with no technical dependencies. Reduce time-to-live for new campaigns at the contact center.
Manage more volume with less operational effort
Friction-free omnichannel orchestration
Centralize voice, WhatsApp, social media, and email in a single contact center solution for a fluid operation.
Scale with AI agents
Answer frequent questions, confirm information, send out reminders, and update data with AI agents that free up your human teams.
Smart dialing and routing
Use automated dialers and assign each interaction to the most appropriate resource based on the type of operation, SLA, or skill.
Marketing automation
Streamline the conversion funnel by activating lead nurturing campaigns. You can configure smart workflows with no technical know-how.
Real-time oversight to act quickly
Identify overflows, productivity dips, and bottlenecks, and make immediate decisions to ensure the service level.
Integration with your business systems
Connect your contact center with ERP, CRM, core banking, or internal platforms thanks to API-friendly solutions that effortlessly sync data and processes.
Attain the visibility you need to direct complex operations securely
360° vision in real time
Oversee activity with operations reports showing queues, SLAs, occupancy, response times, and productivity by team, campaign, or customer.
Proactive planning
Anticipate activity peaks for the contact center and schedule your teams’ shifts accordingly. Efficiently ensure the service level at all times.
AI-powered conversational analysis
Apply analysis to 100% of interactions to identify reasons for contact, problems, silences, and following of script.
Optimize offline and online campaigns
Get an omnichannel vision of the customer journey and optimize each campaign’s performance with reliable, actionable data.
Supervise AI agent activity
Oversee your AI agents’ performance with feeling analysis, advanced reporting, and the whisper function to guide any conversation.
Early alerts for diversions
Configure critical thresholds at the service center (wait time, abandonment rate, occupancy, AHT) and receive alerts to quickly react with routing changes or team reinforcement.
Technology that simplifies your day-to-day and enhances your results
The perfect blend of AI, automation, and omnichannel capabilities so your operation gains speed without losing control.
What it means for you
Results that speak for themselves
With Infunnel, it strategically distributed its leads and unified control over its sales processes on all its BPO. Santalucía was able to respond to 100% of interactions with personalized replies, with a wait time under 5”.
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Teyamé 360 boosted its customer acquisition and service personalization thanks to Inconcert's omnichannel solution. The operation gained efficiency, reduced the acquisition cost and boosted cross-selling and upselling performance 15-fold.
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CTOC optimized its processes and gained agility thanks to Inconnect and Infunnel by Inconcert. The operation became more efficient, with a 10% increase in productivity and a 25% reduction in costs.
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