Based on its latest market analysis for contact centre applications, Frost & Sullivan awards inConcert with the 2016 Frost & Sullivan Latin American Award in the category "Enabling Technology Leadership".
Their timely entry into the market, coupled with the launch of proprietary solutions, positioned inConcert as a pioneer in the contact centre environment. Their success in a period when omni-channel and cloud contact centres were still nascent industries has earned them respect and recognition as an innovative, transparent and valued provider of applications for the contact centre market.
inConcert entered the market as one of the few companies in the world to incorporate its own all-IP (Internet Protocol) contact centre platform; it is significant to note that it has never implemented a non-IP system. Just one year later, it set a new milestone by including its own Business Process Integration (BPI) and Business Process Automation (BPA) technology as part of its standard platform. Subsequently, inConcert integrated email, webchat and fax functionalities into telephony, and its solution soon became hardware independent.
The company gave further proof of its entrepreneurial spirit by being:
- One of the first companies in the world to develop a dual contact centre technology for both cloud and on-premises, suitable for multi-tenant operations, and with the ability to support multiple virtual contact centres, thereby enabling free migration between the two models.
- One of the first companies in the world to develop an omni-channel software suite (the first version of its i6 platform), including interactions via telephony, email, web forms, instant messaging, Facebook and Twitter.
"Moreover, the company has recently added its own quality monitoring system, and is launching a solution that incorporates digital marketing and Workforce Management applications into its contact centre platform," said Maiara Munhoz, Senior Industry Analyst at Frost & Sullivan. "It has also merged its traditional contact centre suite (Allegro) with its omni-channel suite (i6), providing end-to-end functionality for high-demand call centre operations.
With continuous enhancements, inConcert's dual, all-in-one platform has enabled its customers to eliminate single points of failure and reduce costs related to integration and maintenance of third-party components. Each solution is customised, using specialised, proprietary contact centre software systems and systems integration technologies, complemented by its own implementation and training services. Using a methodology honed over 15 years, inConcert's engineering team maintains control of the entire process, at all times, and without outsourcing any part of it.
inConcert's winning formula for the growing on-premise and cloud contact centre application markets is to offer technology, consulting and professional services. Unlike its peers, inConcert is 100% focused on the contact centre market, and while it has expanded into new regions, 90% of its market is generated by Latin America and Spain.
"The company's omni-channel contact centre platform offers sophisticated contact centre functionality to organisations of all sizes, in sectors as diverse as government, banking and finance, telecommunications, business process outsourcers (BPOs), retail and services," notes Munhoz. "The long-term viability and impact of their technology is evident by the sheer number of products and applications they support.
Each year, Frost & Sullivan presents this award to companies that develop innovative technologies that not only improve existing products, but also enable the development of new products and applications. The award recognises the high market acceptance potential of the winner's technology.
The Frost & Sullivan Best Practices Award recognises companies in a variety of regional and global markets to highlight their success in areas such as leadership, technological innovation, product development, and customer service. Industry analysts compare market players and measure their performance through in-depth interviews, analysis, and extensive secondary research.
About inConcert
inConcert develops specialised contact centre technology to help organisations communicate more efficiently with their customers and provide a better customer experience, including predictive dialling systems, interactive voice response, online chat, call recording and social media customer interaction management, among other products. It also provides consulting and support services based on industry best practices. They offer their customers turnkey solutions focused on reducing costs, improving customer service and ensuring the best user experience, both in their business and in the cloud.
Hundreds of contact centres in 24 countries process more than 4 billion customer interactions each year using inConcert technologies.
About Frost & Sullivan
Frost & Sullivan, "the Growth Partnership Company", works in partnership with clients to harness visionary innovations to address global challenges and growth opportunities in the industry that will eventually make or break today's market players. For over 50 years they have developed strategies for the Global 1000, emerging businesses, the public sector and the investment community.
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