The diversity of its solutions, customer focus, and deep
customization help it fill the white spaces in the market and
expand in diverse industries
LONDON, Feb. 24, 2021 /PRNewswire/ -- Based on its
recent analysis of the European Contact Center-as-a-Service (CCaaS)
market, Frost & Sullivan recognizes inConcert with the 2020
European Enabling Technology Leadership Award. Its keen
understanding of market dynamics, customer demands, and industry
Mega Trends has helped the company design a remarkable product
portfolio and position itself as an industry challenger. Its
inConcert Omnichannel Contact Center solution has steadily gained
traction in the market by helping businesses enhance their customer
service capabilities, reduce costs, and energize business
operations.
"inConcert offers one of the industry's most comprehensive and
diverse portfolios comprising modules and applications that respond
to various challenges across the CX space. inConcert Omnichannel
Contact Center, the core of the product portfolio, presents
powerful contact center features such as dialing, messaging,
interactive voice response (IVR), recording, and integration
capabilities enhanced by AI," said Federico Teveles Research
Analyst, CX. "Its products support the management of interactions
across 11 channels through a unique, single interface. It also
delivers one of the largest sets of channel options covering voice,
mail, SMS, webchat, Web Forms, video, Instagram, YouTube, Twitter,
Facebook, and WhatsApp."
Furthermore, the company delivers systems that are not a part of
the core of a contact platform but add value and meet customer
needs without requiring third-party application integration. Some
of these systems include chatbots and virtual assistants, workforce
management, speech analytics, and quality assurance. Meanwhile, its
wide array of plug-and-play business applications covers the entire
life cycle of customers and enhancing their revenue-generating
opportunities.
inConcert complements its wide portfolio with its advanced
customization tools to provide tailor-made solutions that clients
can use by themselves with proper training. It substantially
expanded its portfolio in 2020 to include complete functional
modules that adhere to the latest technological trends in terms of
artificial intelligence (AI), robotic process automation (RPA),
omnichannel capabilities, and mobility. Some of these upgrades are
the inConcert Video Contact Center for video calls, a mobile app
for inConcert Marketing & Sales, a machine learning-based lead
distributor, an AI module for inConcert HelpDesk, and a new speech
analytics technology.
"inConcert's excellent post-sales customer services across
training, business consulting, professional services, and 24/7
customer support give it a further advantage in the CCaaS market,"
noted Teveles. "It performs the entire solution delivery process,
from analysis, customization, implementation, and onboarding to
training and support all by itself by working alongside clients.
Overall, its high-quality solutions and deep customer focus have
helped it expand into diverse industries and markets all over the
world."
Each year, Frost & Sullivan presents this award to a company
that has developed a pioneering technology that not only enhances
current products, but also enables the development of new products
and applications. The award recognizes the high market acceptance
potential of the recipient's technology.
Frost & Sullivan Best Practices awards recognize companies
in a variety of regional and global markets for demonstrating
outstanding achievement and superior performance in areas such as
leadership, technological innovation, customer service, and
strategic product development. Industry analysts compare market
participants and measure performance through in-depth interviews,
analysis, and extensive secondary research to identify best
practices in the industry.
About Frost & Sullivan
For six decades, Frost & Sullivan has been world-renowned
for its role in helping investors, corporate leaders, and
governments navigate economic changes and identify disruptive
technologies, Mega Trends, new business models, and companies to
action, resulting in a continuous flow of growth opportunities to
drive future success. Contact us: Start the discussion. Contact us:
Start the discussion.
Contact:
Kristen Moore
P: 210.247.3823
E: kristen.moore@frost.com
About inConcert
Since 2001 inConcert has been developing software and
implementing technological solutions for contact centers, customer
service, marketing and sales - deployed in on-premises and SaaS
modes - that help organizations of different industries and sizes
to increase their revenues, reduce operating costs and provide an
excellent experience for their customers.
For further information
visit https://www.inconcertcc.com/en/
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SOURCE Frost & Sullivan