Products

i6 OmniChannel Suite.


Give customers a new unified-channel experience.

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Manage OmniChannel interactions from the single universal action queue you’ve dreamed of.

Take the unified-channel experience to a new level.

Don’t expect OmniChannel customers to call you on the phone. Instead, they contact you when they want to and on the channel they most prefer. They will also talk about your company on social media. They are different and if you want their business, not only you have to think out of the box, you have to have the tools to do so. That’s why we created i6: an innovative suite specifically designed to meet the demands of the omnichannel customer which lets you deliver services at the level they demand.

Modular configuration customized to your business.

Not all channels are equal, neither they evolve at the same pace in different regions, markets and industry sectors. Your business may need a sophisticated web chat tool today, but maybe the right moment hasn’t arrived to interact with customers via Facebook. Or perhaps the best combination for your operation is chat, email and SMS, but you may also want to be sure your platform is ready when you decide to add Twitter. I6 OmniChannel Suite lets you activate the channels you need when you need them.

A unified 360-degree interface.

inConcert 6 OmniChannel’s sophisticated technology makes it possible to provide customer service on different channels from a single, 360-view interface. It works on all channels, for all interactions and for all user roles. Attend to, supervise and configure any channel from a single operating point: i6.

 

Functional modules.

 

Applications

 

i6 Chat

Immediately offer your customers the online services they want, keeping your costs low while multiplying your organization's productivity.

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Applications

 

i6 Mail

Manage email at high volumes from a centralized location, while never losing sight of the conversation thread or history.

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Applications

 

i6 Web Form

Help your customers to avoid waiting times when accessing support or customer service. i6 WebContact gives them the liberty to communicate with you on the channel they prefer at the moment they demand.

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Applications

i6 Social

Incorporate social media to your business, providing customers with services and information at the same level of quality available on all your channels.

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OmniChannel Management

 

Distribution

A powerful universal interaction queue intelligently distributes contacts to agents delivering excellent customer service.

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OmniChannel Management

 

Integration

Give agents the important information needed to serve each and every customer. No matter what the channel, i6 identifies the customer and displays it on the screen.

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OmniChannel Management

 

Audit

Get a record of every interaction that is processed through your system. Then easily access each one with i6.

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OmniChannel Management

 

Reports

i6 provides a wizard that lets you customize your own reports or you can also use our pre-designed templates to access all of the system's stored information.

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OmniChannel Management

 

Web App Designer

Using an advanced web tool, easily design everything from management scripts to complex business applications while you integrate your data and processes.

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OmniChannel Management

 

Customer Service

i6 lets you serve all types of multichannel contacts simultaneously from a single management point.

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OmniChannel Management

 

Supervision

With simple configuration of i6 you can also supervise agents and monitor interactions in real time no matter what the channel.

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OmniChannel Management

 

Administration

Configure all of the system’s most important functions, including: authorizing security permissions and restrictions, managing users, and defining groups of customer service agents, and much more.

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Everything you need for
your contact center’s
operations, in a single tool.

Todo lo que necesitas para tu operación de centros de contacto, en una única herramienta
 
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