Increase your call center’s productivity and give your customers a better experience with inConcert Allegro’s multi-channel ACD that intelligently distributes calls, email, chat, call-back requests and voice mail to the most qualified agents for handling.

  • Blended universal multimedia distribution queue.
  • Freedom to place agents in any location, worldwide.
  • Improved customer experience.
  • Easy configuration with advanced customization.
  • Native IVR Integration.
  • Full integration with systems, business processes and CRMs.
  • Powerful reports and supervision tools .
  • Blended universal multimedia distribution queue.


    Easily customize and automate the process of efficiently distributing interactions to agents from multiple channels with inConcert’s multichannel interaction queue. You can also coordinate the distribution of inbound and outbound calls to multiple work groups, optimizing agents’ time.

    Ensure that every call, chat or email is always handed off to the most qualified agent, reducing the number of transfers and average customer service times, improving the profitability of your operations.

  • Agents situated in any location, worldwide.


    inConcert Allegro’s advanced ACD technology provides flexibility and savings, permitting your agents to work from any location: at your business, at branch locations, or at remote sites including from home.

  • Improve each customer’s experience.


    Easily configure the behavior of your ACD from a web interface with just a few clicks. Organize your welcome messages, music on hold, and good-bye messages among others, as well as voice-mail overflow and the configuration of rules governing the routing of interactions. inConcert Allegro ACD empowers you to customize complex interaction distribution processes, taking into account the customer’s data—such as their phone number, or account number—as well as your business data and operating environment.

  • Easy configuration with advanced customization.


    Easily configure the behavior of your ACD from a web interface with just a few clicks. Organize your welcome messages, music on hold, and good-bye messages among others, as well as voice-mail overflow and the configuration of rules governing the routing of interactions. inConcert Allegro ACD empowers you to customize complex interaction distribution processes, taking into account the customer’s data—such as their phone number, or account number—as well as your business data and operating environment.

  • IVR Integration.


    inConcert Allegro ACD and inConcert Allegro IVR are natively integrated because they were created by the same manufacturer. This means is that a contact can be transferred from the IVR to the ACD and the agent, together with the live call, receives any selections previously made by the customer as well as any information they have entered. Your customers will thank you for avoiding the frustration that occurs when they have to repeat to the agent information that they have already entered in the IVR.

  • Integration with your business systems, processes and CRMs.


    inConcert Allegro Contact Center’s advanced integration tools let you tightly integrate your ACD and your business systems and processes. Distribute interactions more intelligently and effectively, ensuring that your contact center is part of your business' value-added chain. inConcert also provides you with out-of-the-box connectors for linking up with Salesforce, SAP and Sugar CRM.

  • Reports and supervision.


    Visualize the behavior of your ACD in real-time, including calls in queue, wait times, the speed of responses, service levels and many other metrics. You can also access your statistical data with information that is organized into reports, with dozens of online templates available.

 
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