Contact center solutions provider Concerto Software today announced it has received a 2005 Innovation Award from Technology Marketing Corporations TMC Labs division for its Concerto EnsemblePro solution.
Concerto offers solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, interactive voice response (IVR) and multichannel contact. As the platform for Concerto Unified Edition, Concerto EnsemblePro is a complete contact center solution that unites inbound, outbound and blended multichannel contact voice, e-mail, Web and fax while delivering queuing, routing, reporting and agent empowerment capabilities.
Concerto Unified Edition, built upon EnsemblePros platform, includes a set of these core features: ACD, IVR, universal queue and automatic outbound dialing.
Concerto EnsemblePro ACD is designed to ensure that calls are answered as they enter the contact center then intelligently routed to available agents based on the dialed number (DNIS), calling party identification (ANI), available agents, customer profile, service levels and defined business rules. The multiple-level, skills-based routing functionality enables the customer to be consistently routed to the most appropriate agent the first time. Further, Concerto EnsemblePro ACD offers overflow routing, call rerouting based on queue statistics, abandoned call recuperation and multisite routing.
Concertos IVR allows users to automate some or all customer interactions by utilizing integrated text-to-speech and voice recognition to gather customer information and match it with data from back-office systems to automatically fulfill customer inquiries or requests.
Concertos universal queue utilizes dynamic prioritization to organize incoming contacts across all communication channels in a single queue, then route them to the most appropriate agent. Addressing factors such as wait times, incoming traffic volumes and service levels, and enabling changes to the provisioning rules without stopping and starting systems, campaigns or services, key capabilities include the following: Web callback, chat and collaboration; e-mail and fax management; voice mail; multichannel blending; and automatic workflow distribution.
Concertos automatic outbound dialing enables multiple predictive and manual dialing options to manage pacing and compliance with regulations. It supports a variety of campaign and list management strategies; as well, it provides voice, fax, modem, pager and answering machine detection. Key capabilities include the following: outbound IVR, Outbound e-mail and automatic feed
Concerto has won three previous Innovation Awards from TMC.
To consistently win this award for product innovation is a tremendous achievement for Concerto and we are pleased that TMC Labs recognizes Concerto EnsemblePro as one of the most innovative products of the year, said Jim Foy, president and CEO of Concerto Software, in a company statement.
The TMC Labs Innovation Awards were created to honor products that assist in creating a new market niche or starting a new industry trend. As well, the award recognizes products that stand apart from the competitors by way of one or more unique and innovative features or abilities. In addition to innovation, TMC Labs bases its award selections on the ability to improve customer service and ROI. Each product is tested and stridently judged by the staff of TMCs Labs division.
This years Innovation Award highlights will be published in the October and November 2005 issues of Customer Interaction Solutions magazine.
David R. Butcher is Assistant Editor of Customer Interaction Solutions.
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