inConcert Real Time Supervisor is a powerful real-time unified supervision tool that permits increasing productivity and controlling service-level compliance in contact centers.

Fully pre-integrated with inConcert Customer Interaction Platform and with other products in the inConcert family, it offers instantly updated information in various configurable and easily accessible list and graphic formats.

Each supervisor can have a view associated to their profile, thereby segmenting resources to be monitored with updated attributes and values.

The visual warnings provided to supervisors via color changes allow them to immediately detect critical situations according to service level parameters set up by the firm, and take preventive and corrective action such as the dynamic reassignment of agents among different groups.

inConcert Real Time Supervisor is capable of silent call monitoring, interruption in case of emergency, on-demand recording, internal chatting with agents and remote call-monitoring.

Installations with predictive dialing, allow the supervision of outgoing campaigns by providing statistics obtained in real-time, permit the speeding-up or slowing-down of dialing based on the needs of the moment, and the adjusting of the number of calls to make per hour.

At inConcert, we focus on optimizing contacts between organizations and their clients, regardless of whether these are by phone, fax, e-mail, chat or other means of communication, or whether the contact is automatic or via an agent.

For us optimization means: reducing operating costs, increasing productivity and improving customers’ experience when in contact with the organization, thereby achieving loyalty and fidelity.

For this reason we offer a complete portfolio of products, developed with robust leading-edge technology through which we deliver flexible, scalable, reliable and proven key-in-hand solutions.

No two companies have identical needs.  That’s why inConcert provides a modular structure that permits technology to adapt to your needs, and not vice-versa.  

At the core of inConcert’s architecture is a powerful Customer Interaction Platform that allows the modular integration of inConcert’s various products.

Pre-bundled products
inConcert Contact Center
inConcert Contact Xpress
inConcert IVR
inConcert Predictive Dialing System

Input / Output Products
inConcert Voice
inConcert Multimedia

Interface Products
inConcert Agent Desktop
inConcert Real Time Supervisor
inConcert Unified Administrator

Information and Quality Products
inConcert Call Recording
inConcert Reporting

Development Tools
inConcert Flow Designer
inConcert Application Developer