Frost & Sullivan Commends inConcert for Pioneering Leading-edge Solutions for the Latin American Contact Center Applications Market
- Category: Platforms
- Published on 27 October 2016
- Written by Editor
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inConcert continuously enhances its proprietary features and functionality to enrich user experience and expand the use cases for its all-in-one, dual contact center solution
SÃO PAULO, Brazil. — October 24, 2016 — Based on its recent analysis of the contact center applications market, Frost & Sullivan recognizes inConcert with the 2016 Latin American Frost & Sullivan Award for Enabling Technology Leadership. inConcert’s well-timed market entry and launch of proprietary solutions quickly established it as a trailblazer in the contact center space. Its success at a time when the omnichannel and the cloud contact center industries were still nascent has won it considerable acclaim as an innovative, transparent, and valued application provider for the contact center market.
inConcert entered the market as one of the few companies in the world to have launched its own full Internet Protocol (IP) contact center platform; interestingly, it has never deployed a non-IP system. Just a year later, it broke new ground by embedding its proprietary Business Process Integration (BPI), Business Process Modeling (BPM), and Business Process Automation (BPA) technology middleware in its standard platform. Following this, inConcert quickly integrated email, Webchat, and fax features with telephony, and its solution soon became hardware independent.
The company gave further proof of its pioneering spirit by being:
- One of the first companies worldwide to develop a dual on-premise and cloud-based, multi-tenant and virtual contact center technology, aiding free migration and hybrid deployments.
- One of the first companies worldwide to develop an omnichannel suite (the first version of its i6 platform), comprising telephony, email, web forms, IM, Facebook, and Twitter interaction channels.
“Furthermore, the company recently aggregated its proprietary quality-monitoring application and is launching a solution consisting of its contact center platform, digital marketing, and proprietary workforce management application,” said Frost & Sullivan Senior Industry Analyst Maiara Munhoz. “It also combined its traditional contact center suite (Allegro) with its omnichannel contact center suite (i6), providing end-to-end functionality to high-demand contact center operations.”
With continued enhancements, inConcert’s dual, all-in-one platform has helped its customers eliminate points of failure and reduce costs related to assimilating and maintaining third-party components. Each solution is customized using specialized, home-grown contact center software and systems integration technology, complemented by its own implementation and training services. Using a methodology perfected over the past 15 years, inConcert’s team of engineers maintains control of the entire process at all times, without outsourcing any part of it.
inConcert’s winning formula for the burgeoning on-premise and cloud contact center applications markets is to offer technology, consulting, and professional services. Unlike its peers, inConcert is 100% focused on the contact center market and even though it has expanded to new regions, 90% of its business is generated by Latin America and Spain.
“The company’s omnichannel contact center platform delivers sophisticated contact center functionalities to organizations of all sizes, across the verticals of government, finance and banking, telecommunications, business process outsourcing, commerce, and services,” noted Munhoz. “The long-term viability and impact of its technology is evident from the sheer number of products and applications that it can support.”
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 newer products and applications. The award recognizes the high market acceptance potential of the recipient’s technology.
Frost & Sullivan’s Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service, and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research.