Frost & Sullivan Applauds inConcert’s Innovative Contact Center Technology and Omnichannel Solutions

InConcert has embedded artificial intelligence functionalities and cognitive elements to improve customer experience and interaction analytics

SANTA CLARA, Calif. — October 10, 2017 — Based on its recent analysis of the contact center systems industry, Frost & Sullivan recognizes inConcert with the 2017 Latin America Technology Innovation Award for its innovative contact center solutions, including its new inConcert Cognitive Contact Center. inConcert has been a contact center technology provider for more than 16 years, with a presence in 27 countries on four continents.

Frost & Sullivan research found that there is a significant portion of the available customer spend which is being diverted to hosted/cloud contact center solutions. The overwhelming shift toward cloud solutions has left contact center system providers challenged to continually add value to their core systems to stem installed base erosion and attract new buyers. In many cases, providers have started to offer their own cloud alternative, which puts more pressure on system sales, as well as demonstrate counter-evidence against claims that cloud-based solutions are more flexible and offer faster access to solutions that future-proof a customer’s investment.

“Many providers pursue acquisitions and vendor partnerships to expand their product portfolios, which exposes those providers to the risk of system failures and incurred costs of integrating their own products with other technologies,” said Maiara Munhoz, Senior Industry Analyst with Frost & Sullivan. “By contrast, inConcert develops all of its system components in-house, avoiding integration issues. The company also owns and controls the entire implementation process, which eliminates the need for outsourcing responsibilities to a third party. This means it can implement enhancements to features and functionalities across its entire product line.”

Service providers are increasingly driven to invest in new operational solutions and processes to better meet the needs of a younger, cloud-savvy digital generation. With this in mind, in July 2017 inConcert announced a strategic collaboration agreement to integrate Microsoft Azure—Microsoft’s cloud platform—cognitive services into its contact center solution, Omnichannel Contact Center. The result is a platform empowered with artificial intelligence called the inConcert Cognitive Contact Center. This solution provides a complete set of functionalities aimed at companies’ efficient chat operation management and integration. Four key functionalities differentiate this application from others in the market:

  • Artificial intelligence—The cognitive technology embedded in the solution applies artificial intelligence to analysis of a customer service conversation, allowing the bot to understand, with a high degree of certainty, the exact customer intention and request.
  • Customer service processes—inConcert offers a tool that can design customer service processes that integrate the bot with internal systems, data (e.g., customer data or knowledge bases), and business processes.
  • Bot behavior management—The same tool allows companies to set the exact bot behavior in different customer service scenarios as a response to customers’ intentions and requests, and create multiple simultaneous services.
  • Omnichannel integration—inConcert’s bot is integrated with all other contact channels that a company offersits customers.

“inConcert has invested a lot of research and development effort into the cognitive elements of this product, embedding customer service aids like bot and agent assistance and email intelligence, as well as lead enhancements and interaction analytics,” said Maiara Munhoz. “In a time when on-premise contact center vendors have been struggling, inConcert’s investment in technology innovation and omnichannel solutions has been paying off: the company has shown double-digit financial growth rates over the past three years. It also has a strong presence in Mexico, Central America, Peru, and Colombia.”

With 25 years of experience in software development, system integration, business processes, and telephony—16 of which were exclusively focused on contact centers—inConcert has become a key market participant in the development and implementation of contact center technology for managing customer interaction. The company’s extensive experience in delivering solutions has enabled it to build a strong methodology that guarantees smooth and safe project management and delivery, keeping control of the whole process at all times. inConcert’s continuous investment in innovations for its contact center software, such as work force management cognitive technologies, and the omnichannel bot, have enabled the company to acquire new customers even as it enhances value to current customers. For these reasons, inConcert has earned Frost & Sullivan’s 2017 Latin America Technology Innovation Award in the Contact Center Systems Industry.

Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality that is gaining rapid acceptance in the market. The award recognizes the quality of the solution and the customer value enhancements it enables.

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 inConcert

inConcert develops specialized contact center technology which helps organizations to communicate more efficiently with their customers and provide them a better experience. Its portfolio of omnichannel contact center products includes predictive dialers, IVR and workforce optimization systems, artificial intelligence and customer interactions management over digital channels, among other products. inConcert also provides consulting, implementation and support services based on the best practices in the industry to deliver on-premise and cloud based turnkey solutions, focused on cutting costs, improving customer service, and ensuring great user experiences. More than 4 billion customer interactions are successfully processed annually using inConcert technology. For more information visit us at

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About Frost & Sullivan

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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.

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.

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