Inconnect is a comprehensive omnichannel cloud contact center software designed to centralize the entire customer experience onto a single platform. It allows organizations to manage all customer service channels, including email, web chat, WhatsApp, and social networks, ensuring a unified customer journey. The platform is engineered to boost employee productivity through AI-powered tools and automation. Key capabilities include optimizing outbound campaigns with advanced autodialing systems, accelerating inbound customer service response times via intelligent request distribution, and increasing team productivity through process automation with instant-running systems, chatbots, and AI-assisted copilot features. Inconnect provides real-time monitoring of contact center activities with KPIs for agents and teams, enabling consistent high service levels. It offers deep integration with WhatsApp, leveraging its advanced features securely as an official Meta-authorized provider. The solution also facilitates integration with CRMs and other business applications via an API-friendly approach, providing end-to-end visibility of the customer journey and optimizing marketing campaigns. Furthermore, it supports AI agents for handling complex queries, transcribes and analyzes conversations for quality assessment and trend identification, and allows for optimal organization and distribution of contact center activities based on workload prediction and agent preferences. Key functionalities include automated omnichannel distribution based on agent skills and customer segmentation, robust data security with SSL encryption and PCI DSS 4.0 certification, configurable autodialing engines, intelligent self-service with GenAI-powered voicebots, integrated social media support, AI copilot add-ons for form creation and email drafting, a no-code application designer for front-end customization, real-time supervision dashboards, and comprehensive reporting and analytics for operational and business insights. The cloud-based nature ensures users always have the latest version and functionalities with a single license, and its GenAI-powered features optimize team performance. Related services include custom service adaptation, ongoing upgrades, 24/7 support, business mentoring, and specialized training.

Features & Benefits

• Omnichannel Channel Support: Integrates all voice and text channels (email, webchat, WhatsApp, social networks) into a single platform for unified customer experience management.
• Outbound Campaign Optimization: Utilizes powerful multimodal autodialing systems to optimize contact center resources and significantly increase call success rates.
• Intelligent Inbound Service: Accelerates customer response times through intelligent distribution of requests to agents and integration of outbound channels.
• Team Productivity Enhancement: Reduces costs via process automation with instant-running systems, chatbots, and AI-powered copilots that assist employees with daily tasks through an intuitive interface.
• CX Flow Control: Enables real-time monitoring of contact center activities with KPIs by agent and team, ensuring a high service level at all times.
• WhatsApp Integration: Leverages the full potential of WhatsApp as a highly demanded channel, offering secure implementation as an official Meta-authorized provider and enabling the use of advanced WhatsApp features without platform switching.
• CRM and Application Integration: Connects with CRMs and other solutions via an API-friendly approach for complete customer journey transparency, marketing campaign optimization, and increased sales closures.
• AI Agents & Conversation Analysis: Deploys autonomous AI agents to resolve complex queries across any channel and provides instant transcription and analysis of all voice and text conversations for quality assessment and trend identification.
• Automated Omnichannel Distribution: Assigns interactions to agents based on their skills, business data, and customer segmentation.
• Data Security and Privacy: Ensures maximum security for payment data with SSL Encryption and PCI DSS 4.0 certification.
• Configurable Autodialing Engines: Features a predictive and progressive multimodal function allowing simultaneous dialing of multiple lists.
• Intelligent Self-Management: Automates processes with GenAI-powered voicebots and conversational IVR, including call transfer and context to the contact center.
• Integrated Social Media Support: Manages customer service across Instagram, Facebook, X, and TikTok in an integrated manner with other channels.
• AI Copilot Add-ons: Optimizes agent time and resources with GenAI-powered assistants for form creation and email drafting.
• Application Designer: Allows for easy customization of WebChat, forms, and front-end applications without requiring technical expertise.
• Real-time Supervision: Provides a control panel with real-time updated graphs, data, KPIs, and configurable alerts.
• Reports and Analytics: Enables the design of operational and business reports with adherence and productivity metrics based on obtained data.
• Cloud Deployment: Offers continuous access to the latest version and functionalities across all channels with a single license.
• GenAI Powered Platform: Optimizes team work through process automation and AI copilots that maximize productivity.
• API Friendly Integration: Facilitates easy integration with business applications and synchronization of contact center activity via API with ERP, CRM, and other software data.