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Frost & Sullivan rewards inConcert for Pioneering Leading-edge Solutions at contact centers
Based on its recent analysis of the contact center applications market, Frost & Sullivan recognizes inConcert with the 2016 Latin American Award for “Enabling Technology Leadership”.
Frost & Sullivan rewards inConcert for Pioneering Leading-edge Solutions at contact centers
Based on its recent analysis of the contact center applications market, Frost & Sullivan recognizes inConcert with the 2016 Latin American Award for Enabling Technology Leadership.
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, they have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community.
Based on its recent analysis of the contact center applications market, Frost & Sullivan recognizes inConcert with the 2016 Latin American Award for Enabling Technology Leadership.
Analysts compared market participants and measure performance through in-depth interviews, analysis, and extensive secondary research. For the Enabling Technology Leadership Award, Frost & Sullivan analysts independently evaluated three key factors:
- Understanding demand
- Nurturing the Brand
- Differentiating from the competition
Key benchmarking criteria
For the Enabling Technology Leadership Award, Frost & Sullivan analysts independently evaluated two key factors—technology leverage and customer impact—according to the criteria identified below:
Technology Leverage
- Commitment to Innovation
- Commitment to Creativity
- Stage Gate Efficiency
- Commercialization Success
- Application Diversity
Customer Impact
- Price/Performance Value
- Customer Purchase Experience
- Customer Ownership Experience
- Customer Service Experience
- Brand Equity
A history of innovation and commitment
“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”, said Frost & Sullivan Senior Industry Analyst Maiara Munhoz, who attributes inConcert success to the winning formula of technology and consulting and professional services.
- 2001 – inConcert burst onto the contact center market scene by launching its own full IP contact center platform, which at the time had only been addressed by a few earlier-generation companies worldwide.
- 2002 – The company conquered new ground in the industry by embedding its proprietary Business Process Integration (BPI) and Business Process Automation (BPA) technology.
- 2004 – Made an early integration of email, web chat, and fax features with telephony; its solution also became hardware independent.
- 2008 – Became one of the first companies worldwide to develop a dual on-premise and cloud-based, multi-tenant, and virtual contact center technology, allowing for free migration and hybrid deployments.
- 2011 – Pioneer to develop an omnichannel suite (which was the first version of its i6 platform), including telephony, email, Web forms, instant messaging (IM), Facebook, and Twitter interaction channels.
- 2015 – The company aggregated its proprietary quality-monitoring application.
- 2016 – Incorporated digital marketing applications and Workforce Management to its platform and launches the inConcert Omnichannel Contact Center.
“inConcert's innovation has given it an early lead, allowing the company to well establish itself in the Spanish-speaking contact center market”, concludes Munhoz.
Read Award WriteUp
