Better Business Results with InConcert Allegro
<ul><ul><li>Manufactures call center software </li></ul></ul><ul><ul><li>Over 25 years of experience in application develo...
Company History
Guatemala El Salvador Honduras Dominican Republic Costa Rica Panama Nicaragua Puerto Rico Brazil Paraguay Uruguay Argentin...
A few of our customers … <ul><li>Outsourcers </li></ul><ul><ul><li>ACOSTA SINALOA </li></ul></ul><ul><ul><li>ATENCIÓN TELE...
World class businesses are viewing contact centers as “Profit Centers” as opposed to “Cost Centers”.  <ul><ul><li>Improve ...
Traditional Point Solution Paradigm <ul><ul><li>6-12 Months to Deploy </li></ul></ul><ul><ul><li>No Integration </li></ul>...
Paradigm <ul><ul><li>60-90 Days  to Deploy </li></ul></ul><ul><ul><li>Cost  Effective </li></ul></ul><ul><ul><li>Reduced  ...
inConcert Paradigm – Existing PBX <ul><ul><li>60-90 Days  to deploy </li></ul></ul><ul><ul><li>Low  Total  Cost  of Owners...
Simplicity <ul><ul><li>Defined user interfaces by role </li></ul></ul><ul><ul><ul><li>Administration </li></ul></ul></ul><...
Key Product Attributes   <ul><ul><li>Carrier-grade scalability and reliability </li></ul></ul><ul><ul><li>Complete softwar...
Voice <ul><ul><li>Inbound (phone, IVR) </li></ul></ul><ul><ul><li>Outbound (Manual, progressive, predictive dialing) </li>...
Outbound Engine <ul><ul><li>Predictive / Progressive Dialer / Voice Blasting / Press “1” Campaigns </li></ul></ul><ul><ul>...
Rule “ Home”  08:00 a 09:00 20:00 a 21:00 Rule “ Work”  10:00 a 19:00 Outbound Engine – Predictive Dialing Rules Example D...
Interactive Voice Response <ul><ul><li>Inbound and outbound automated call processing  </li></ul></ul><ul><ul><li>Call Bla...
<ul><ul><li>Simple and intuitive  graphical  design interface </li></ul></ul><ul><ul><li>Allows  fast implementation  of I...
inConcert Script Designer <ul><ul><li>Graphical front-end application development tool </li></ul></ul><ul><ul><li>Seamless...
<ul><ul><li>Supervisory   management   from   any   location </li></ul></ul><ul><ul><li>Real-time   status of agents </li>...
Call Recording  <ul><ul><li>Inbound and Outbound </li></ul></ul><ul><ul><li>100%, on demand, selective </li></ul></ul><ul>...
Reports <ul><ul><li>Real-Time statistical reports </li></ul></ul><ul><ul><li>Detailed and summary reports – tabular, graph...
<ul><ul><li>Workflow engine (Lotus Notes, FileNet, etc.) </li></ul></ul><ul><ul><li>Database Access via ODBC (MS SQL, Orac...
Systems Integration / SOA
 
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inConcert

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inConcert

  1. 1. Better Business Results with InConcert Allegro
  2. 2. <ul><ul><li>Manufactures call center software </li></ul></ul><ul><ul><li>Over 25 years of experience in application development, middleware, network connectivity and telephony </li></ul></ul><ul><ul><li>Suite of products includes solutions for call centers, multimedia contact centers, interactive voice response systems, call recording, and predictive dialing systems </li></ul></ul><ul><ul><li>Cross industry solutions for customer service, collections, telemarketing, personalized banking, and cellular telephony, among others </li></ul></ul><ul><ul><li>40+ distributors, 300+ customers in 26 countries </li></ul></ul><ul><ul><li>Over 2 billon interactions processed annually via </li></ul></ul><ul><ul><li>Largest exporter of Call Center software in Latin America </li></ul></ul>We do it simple . We do it fast . We do it right . inConcert at a Glance World-class contact center solutions made simple
  3. 3. Company History
  4. 4. Guatemala El Salvador Honduras Dominican Republic Costa Rica Panama Nicaragua Puerto Rico Brazil Paraguay Uruguay Argentina Chile Venezuela Colombia Ecuador Peru China India Philippines New Zealand Australia United States Mexico Portugal Spain Global Presence <ul><ul><li>26 Countries </li></ul></ul><ul><ul><li>300+ Implementations </li></ul></ul><ul><ul><li>Over 2 Billion interactions per year </li></ul></ul>
  5. 5. A few of our customers … <ul><li>Outsourcers </li></ul><ul><ul><li>ACOSTA SINALOA </li></ul></ul><ul><ul><li>ATENCIÓN TELEFÓNICA </li></ul></ul><ul><ul><li>ATENTO (TELEFÓNICA) </li></ul></ul><ul><ul><li>B-CONNECT </li></ul></ul><ul><ul><li>CAEBSA </li></ul></ul><ul><ul><li>CALLSYS </li></ul></ul><ul><ul><li>CENTRAL IP </li></ul></ul><ul><ul><li>CEJUR </li></ul></ul><ul><ul><li>COLL MANAGEMENT </li></ul></ul><ul><ul><li>CONTACT SYSTEMS </li></ul></ul><ul><ul><li>CORTIZO Y ASOCIADOS </li></ul></ul><ul><ul><li>ENR LUZWARE </li></ul></ul><ul><ul><li>EXPRESS CALL CENTER </li></ul></ul><ul><ul><li>FEDERAL COLLECTION BUREAU </li></ul></ul><ul><ul><li>GABSSA </li></ul></ul><ul><ul><li>GRUPO CSI </li></ul></ul><ul><ul><li>IBS </li></ul></ul><ul><ul><li>JURIDICO SUSUNAGA </li></ul></ul><ul><ul><li>JURIDICO RIVA </li></ul></ul><ul><ul><li>JURIDICO MUÑOZ </li></ul></ul><ul><ul><li>JURIDICO MUÑIZ </li></ul></ul><ul><ul><li>MDY </li></ul></ul><ul><ul><li>MED PHONE </li></ul></ul><ul><ul><li>MEDIACCESS </li></ul></ul><ul><ul><li>MEGADIRECT </li></ul></ul><ul><ul><li>NEXT CONTACT </li></ul></ul><ul><ul><li>PENTAFON </li></ul></ul><ul><ul><li>PROVENTEL </li></ul></ul><ul><ul><li>REVOWARE </li></ul></ul><ul><ul><li>SOGESI </li></ul></ul><ul><ul><li>SOLUTEL </li></ul></ul><ul><ul><li>GRUPO TPS </li></ul></ul><ul><li>Enterprises </li></ul><ul><ul><li>ACCOR (EDENRED) </li></ul></ul><ul><ul><li>APOYO ECONÓMICO </li></ul></ul><ul><ul><li>AXTEL </li></ul></ul><ul><ul><li>BANCO DEL BAJIO </li></ul></ul><ul><ul><li>BANCO BANSI </li></ul></ul><ul><ul><li>BRITISH TELECOM </li></ul></ul><ul><ul><li>CAJA DE AHORRO DE LOS TELEFONISTAS </li></ul></ul><ul><ul><li>CAJA LIBERTAD </li></ul></ul><ul><ul><li>CI BANCO </li></ul></ul><ul><ul><li>CFE </li></ul></ul><ul><ul><li>CONCENTRA </li></ul></ul><ul><ul><li>CONDUSEF </li></ul></ul><ul><ul><li>CUPRUM </li></ul></ul><ul><ul><li>DE ACERO </li></ul></ul><ul><ul><li>DHL </li></ul></ul><ul><ul><li>EMBOTELLADORAS ARCA (COCACOLA) </li></ul></ul><ul><ul><li>EFECTIVO SOFOM </li></ul></ul><ul><ul><li>EL INFORMADOR </li></ul></ul><ul><ul><li>ENERTEC </li></ul></ul><ul><ul><li>ENTRETENEDOR </li></ul></ul><ul><ul><li>EXCELSIOR </li></ul></ul><ul><ul><li>FIN COMÚN </li></ul></ul><ul><ul><li>GLOBAL EDUCATIONAL </li></ul></ul><ul><ul><li>GOBIERNO DE NEZAHUALCOYOTL </li></ul></ul><ul><ul><li>GRUPO COPPEL </li></ul></ul><ul><ul><li>GRUPO PEÑOLES </li></ul></ul><ul><ul><li>HIPOTECARIA CREDITO Y CASA </li></ul></ul><ul><ul><li>HIPOTECARIA SU CASITA </li></ul></ul><ul><ul><li>HOTEL EL CID </li></ul></ul><ul><ul><li>HOTEL GRAND VELAS </li></ul></ul><ul><ul><li>HOTEL MARQUIS </li></ul></ul><ul><ul><li>HI TEC </li></ul></ul><ul><ul><li>I+D MÉXICO </li></ul></ul><ul><li>Partners </li></ul><ul><ul><li>AXTEL </li></ul></ul><ul><ul><li>MAXCOM </li></ul></ul><ul><ul><li>NOVATEL </li></ul></ul><ul><ul><li>IPCOM </li></ul></ul><ul><ul><li>XTRA TELECOM </li></ul></ul><ul><ul><li>TELEFONICA MOVISTAR </li></ul></ul><ul><ul><li>ILCE </li></ul></ul><ul><ul><li>IMPRESIONES AEREAS </li></ul></ul><ul><ul><li>INTERCAM </li></ul></ul><ul><ul><li>ISE </li></ul></ul><ul><ul><li>MAINBIT </li></ul></ul><ul><ul><li>MARCHAND </li></ul></ul><ul><ul><li>MARKET MIX </li></ul></ul><ul><ul><li>MAXCOM CORPORATIVO </li></ul></ul><ul><ul><li>METROFINANCIERA </li></ul></ul><ul><ul><li>LABORATORIOS MEDICOS EL CHOPO </li></ul></ul><ul><ul><li>NATIONAL UNITY </li></ul></ul><ul><ul><li>OFFICE MAX </li></ul></ul><ul><ul><li>ORIFLAME </li></ul></ul><ul><ul><li>RIVERS TORREON </li></ul></ul><ul><ul><li>ROTOPLAS </li></ul></ul><ul><ul><li>SER </li></ul></ul><ul><ul><li>SINERGIA PRODUCTIVA </li></ul></ul><ul><ul><li>SISTEMA DE AGUAS (SACM) </li></ul></ul><ul><ul><li>SODEXHO PASS </li></ul></ul><ul><ul><li>SUSOC GUADALAJARA </li></ul></ul><ul><ul><li>TDU </li></ul></ul><ul><ul><li>TOYOTA FINANCIAL </li></ul></ul><ul><ul><li>TRANSPAIS TRANSPORTES </li></ul></ul><ul><ul><li>TU CASA EXPRESS </li></ul></ul><ul><ul><li>VIVEICA </li></ul></ul><ul><ul><li>VW </li></ul></ul><ul><ul><li>WORLD VOICE </li></ul></ul>
  6. 6. World class businesses are viewing contact centers as “Profit Centers” as opposed to “Cost Centers”. <ul><ul><li>Improve First Contact Resolution </li></ul></ul><ul><ul><li>Increase agent utilization </li></ul></ul><ul><ul><li>Predictive dialer increases ROI by 300% </li></ul></ul><ul><ul><li>Effective Performance Management - You can’t manage what you don’t measure! </li></ul></ul><ul><ul><li>Skills-based routing engine delivers any type of media transaction to the most qualifies agents regardless of location </li></ul></ul><ul><ul><li>Virtual contact center allows agents to be located anywhere thus allowing for insourcing and outsourcing to lower cost centers </li></ul></ul><ul><ul><li>Non-proprietary server hardware, cost effective scalability, low total cost of ownership </li></ul></ul>
  7. 7. Traditional Point Solution Paradigm <ul><ul><li>6-12 Months to Deploy </li></ul></ul><ul><ul><li>No Integration </li></ul></ul><ul><ul><li>Costly </li></ul></ul><ul><ul><li>Increased IT staff </li></ul></ul>
  8. 8. Paradigm <ul><ul><li>60-90 Days to Deploy </li></ul></ul><ul><ul><li>Cost Effective </li></ul></ul><ul><ul><li>Reduced IT staff </li></ul></ul>
  9. 9. inConcert Paradigm – Existing PBX <ul><ul><li>60-90 Days to deploy </li></ul></ul><ul><ul><li>Low Total Cost of Ownership </li></ul></ul><ul><ul><li>Reduced IT staff </li></ul></ul><ul><ul><li>PBX and ACD decision are independent </li></ul></ul>
  10. 10. Simplicity <ul><ul><li>Defined user interfaces by role </li></ul></ul><ul><ul><ul><li>Administration </li></ul></ul></ul><ul><ul><ul><li>Supervision </li></ul></ul></ul><ul><ul><ul><li>Agent Interaction </li></ul></ul></ul><ul><ul><li>Browser technology </li></ul></ul><ul><ul><ul><li>Quick deployment </li></ul></ul></ul><ul><ul><li>Graphical updates </li></ul></ul><ul><ul><ul><li>No programming </li></ul></ul></ul>
  11. 11. Key Product Attributes <ul><ul><li>Carrier-grade scalability and reliability </li></ul></ul><ul><ul><li>Complete software solution for unified, multichannel communications </li></ul></ul><ul><ul><li>Single, unified queue for phone, e-mail, SMS, fax, and chat interactions </li></ul></ul><ul><ul><li>Computer telephony integration (scripts, CRM, IVR, 3 rd party applications, SDK) </li></ul></ul><ul><ul><li>Predictive and progressive dialing </li></ul></ul><ul><ul><li>Interactive Voice Response (IVR) </li></ul></ul><ul><ul><li>Skills-based, round robin, and advanced ACD routing </li></ul></ul><ul><ul><li>Synchronized audio and screen recording </li></ul></ul><ul><ul><li>Distributed network architecture for scalability and resilience </li></ul></ul><ul><ul><li>Extensive reporting capabilities </li></ul></ul>
  12. 12. Voice <ul><ul><li>Inbound (phone, IVR) </li></ul></ul><ul><ul><li>Outbound (Manual, progressive, predictive dialing) </li></ul></ul><ul><ul><li>Callbacks </li></ul></ul><ul><ul><li>Voicemail </li></ul></ul>E-mail <ul><ul><li>Inbound E-Mails </li></ul></ul><ul><ul><li>Outbound E-Mails from Agent’s PC </li></ul></ul><ul><ul><li>On demand E-Mails from IVR </li></ul></ul><ul><ul><li>E-mail blasting </li></ul></ul><ul><ul><li>Word or HTML templates </li></ul></ul><ul><ul><li>E-Mail attachments </li></ul></ul>Fax <ul><ul><li>Outbound faxes </li></ul></ul><ul><ul><li>On demand faxes from IVR </li></ul></ul><ul><ul><li>Indexed data storage </li></ul></ul><ul><ul><li>Fax search and preview capabilities </li></ul></ul><ul><ul><li>ANI, DNIS and IVR selection distribution </li></ul></ul>Chat / Web <ul><ul><li>Inbound SMS </li></ul></ul><ul><ul><li>Outbound SMS </li></ul></ul><ul><ul><li>On demand SMS from IVR </li></ul></ul><ul><ul><li>SMS blasting </li></ul></ul>Inbound/Outbound Multichannel Capabilities <ul><ul><li>Web Chat, URL Push </li></ul></ul><ul><ul><li>Web Call Back </li></ul></ul>SMS
  13. 13. Outbound Engine <ul><ul><li>Predictive / Progressive Dialer / Voice Blasting / Press “1” Campaigns </li></ul></ul><ul><ul><li>Call Progress analysis - No answer, Busy, Out of service/Invalid, Fax, Answering machine (> 85% accuracy) </li></ul></ul><ul><ul><li>List management </li></ul></ul><ul><ul><li>Contact import and management tool </li></ul></ul><ul><ul><li>FTC compliant (DNC, call abandonment thresholds, etc.) </li></ul></ul><ul><ul><li>CTI screen pop (script, FAQ, 3 rd party applications, CRM, etc.) </li></ul></ul><ul><ul><li>Manage multiple time zones </li></ul></ul><ul><ul><li>Skills based routing </li></ul></ul><ul><ul><li>Real time supervision and dialing pace fine tuning </li></ul></ul><ul><ul><li>E-Mail and SMS Blasting </li></ul></ul>13 Minutes
  14. 14. Rule “ Home” 08:00 a 09:00 20:00 a 21:00 Rule “ Work” 10:00 a 19:00 Outbound Engine – Predictive Dialing Rules Example Destination Result Retries Interval (min) Next Home Busy 5 10 End Home No answer 3 30 End Home Customer hangs up 0 1 End Destination Result Retries Interval (min) Next Office Busy 5 10 Mobile Office No answer 3 30 Mobile Office Customer hanged up 0 1 End Mobile Busy 10 3 End Mobile No answer 30 1 End Mobile Customer hangs up 0 1 End
  15. 15. Interactive Voice Response <ul><ul><li>Inbound and outbound automated call processing </li></ul></ul><ul><ul><li>Call Blasting / Press “1” Campaigns </li></ul></ul><ul><ul><li>No limit in width or depth of IVR navigation tree </li></ul></ul><ul><ul><li>Multiple IVRs per server </li></ul></ul><ul><ul><li>Dynamic menus </li></ul></ul><ul><ul><li>Native integration with: </li></ul></ul><ul><ul><ul><li>inConcert ACD </li></ul></ul></ul><ul><ul><ul><li>inConcert Middleware </li></ul></ul></ul><ul><ul><ul><li>inConcert Outbound Engine </li></ul></ul></ul><ul><ul><ul><li>VoiceXML (TTS / ASR) </li></ul></ul></ul><ul><ul><li>E-mail on-demand / Fax on-demand / SMS on-demand from IVR </li></ul></ul><ul><ul><li>Powerful GUI to develop IVR applications </li></ul></ul>
  16. 16. <ul><ul><li>Simple and intuitive graphical design interface </li></ul></ul><ul><ul><li>Allows fast implementation of IVR and call flows </li></ul></ul><ul><ul><li>Capability of handling complex IVR flows with seamless system access </li></ul></ul><ul><ul><li>Changes “on-the-fly” </li></ul></ul>InConcert Flow Designer
  17. 17. inConcert Script Designer <ul><ul><li>Graphical front-end application development tool </li></ul></ul><ul><ul><li>Seamless integration with back-end systems through inConcert Middleware </li></ul></ul><ul><ul><li>Easily link front-end applications to campaigns </li></ul></ul><ul><ul><li>Agent CTI Screen Pop Functionality </li></ul></ul><ul><ul><li>Integration with dynamic script-designer dialog tool </li></ul></ul>BILLING SCREEN CREDIT CARD PAYMENT PROCESSING SCREEN
  18. 18. <ul><ul><li>Supervisory management from any location </li></ul></ul><ul><ul><li>Real-time status of agents </li></ul></ul><ul><ul><li>Key call center metrics – Abandon Rate, Average Handle Time, Average Talk Time, Average Speed of Answer, Service Level, Occupancy, etc. </li></ul></ul><ul><ul><li>Configurable Visual alerts </li></ul></ul>Advanced Supervisory Features
  19. 19. Call Recording <ul><ul><li>Inbound and Outbound </li></ul></ul><ul><ul><li>100%, on demand, selective </li></ul></ul><ul><ul><li>MP3 Format </li></ul></ul><ul><ul><li>350 Kbytes per minute stored </li></ul></ul><ul><ul><li>Indexed storage </li></ul></ul><ul><ul><li>Export capabilities to MP3 files </li></ul></ul><ul><ul><li>Screen Recording </li></ul></ul><ul><ul><li>External chats </li></ul></ul><ul><ul><li>Internal chats </li></ul></ul><ul><ul><li>Indexed storage </li></ul></ul><ul><ul><li>Real time call monitoring </li></ul></ul><ul><ul><li>Real time chat monitoring </li></ul></ul><ul><ul><li>Real time web or phone call monitoring </li></ul></ul><ul><ul><li>Date and time </li></ul></ul><ul><ul><li>Call duration </li></ul></ul><ul><ul><li>Caller ID (ANI), DNIS </li></ul></ul><ul><ul><li>Campaign </li></ul></ul><ul><ul><li>Agent </li></ul></ul><ul><ul><li>Call / Voicemail </li></ul></ul><ul><ul><li>Custom parameters </li></ul></ul>Monitoring and Recording Chat Transcripts Real-time Monitoring Search Filters
  20. 20. Reports <ul><ul><li>Real-Time statistical reports </li></ul></ul><ul><ul><li>Detailed and summary reports – tabular, graphical output formats </li></ul></ul><ul><ul><li>Exporting capabilities (PDF, HTML, Excel, etc.) </li></ul></ul><ul><ul><li>Over 100 canned reports: </li></ul></ul><ul><ul><ul><li>Calls: Agent / Campaign / Supervisor, inbound / outbound </li></ul></ul></ul><ul><ul><ul><li>Chats: Agent / Campaign, inbound / outbound </li></ul></ul></ul><ul><ul><ul><li>E-Mails: Agent / Campaign, inbound / outbound </li></ul></ul></ul><ul><ul><ul><li>Faxes: Agent / Campaign, inbound / outbound </li></ul></ul></ul><ul><ul><ul><li>Dialer: Contact Rate / Lists, Stats by Campaign </li></ul></ul></ul><ul><ul><ul><li>IVR: Campaign / Detailed / Summarized </li></ul></ul></ul><ul><ul><ul><li>States: Agent / Campaign / Supervisor </li></ul></ul></ul>
  21. 21. <ul><ul><li>Workflow engine (Lotus Notes, FileNet, etc.) </li></ul></ul><ul><ul><li>Database Access via ODBC (MS SQL, Oracle, Informix, DB2, Sybase) </li></ul></ul><ul><ul><li>TCP/IP and Named Pipes Host Systems integration </li></ul></ul><ul><ul><li>Minis and Mainframes (IBM390, AS400, RS6000, etc.) integration </li></ul></ul><ul><ul><li>Standard (ISO8583, SWIFT, CNAB, XML) and proprietary message systems </li></ul></ul><ul><ul><li>Process and external components invocation (COM, CORBA, SOAP, and RPC) </li></ul></ul><ul><ul><li>Integration with 3 rd party middleware systems (IBM-MQ Series, etc.) </li></ul></ul><ul><ul><li>Web Services publication and access – SOA </li></ul></ul>Systems Integration / SOA
  22. 22. Systems Integration / SOA

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