i6 omnichannel suite.

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.

i6 Social

ncorporate customer service from social networks to your business with the same level of service and information with which you manage the rest of your channels.   i6 Social allows you to effectively manage your contacts and the conversations started based on social networks like Facebook and/or Twitter.

  • Contact with customers according to their preferences.
  • Entry of online support cases.
  • Fast resolution.
  • Better experience for the customer.
  • Creation of personalized forms for each campaign.
  • Integration of web contacts to the rest of the business processes.

i6 Chat

Let your customers to access the online service that they need quickly, keeping costs down, and increasing the productivity of your company.
  • Better experience online for your customer.
  • Fast and precise answers.
  • Integration of communications in line with the rest of the business process.
  • Continuity of the conversation in each communication.
  • Quality assured for every contact.
  • Data protection.
  • Management unified with other customer service channels.

i6 Email

Bring the productivity of your company to the maximum, without service suffering or increasing your costs.
  • Flexible and efficient email management.
  • Quick response times.
  • Better contact experience for the customer.
  • Total integration with the business.
  • Team monitoring and supervision.
  • Continuity of contact with the customer.

i6 Web Form

Capture, distribute, and manage online contacts through this versatile tool.   With i6 Web Form your customers and prospective customers can request that you contact them through their preferred channel, while your company manages and efficiently prioritizes capturing leads, managing tickets, and questions from customers.
  • Contact with customers according to their preferences.
  • Entry of online support cases.
  • Fast resolution.
  • Better experience for the customer.
  • Creation of personalized forms for each campaign.
  • Integration of web contacts to the rest of the business processes.

i6 Social

Incorporate customer service from social networks to your business with the same level of service and information with which you manage the rest of your channels.   i6 Social allows you to effectively manage your contacts and the conversations started based on social networks like Facebook and/or Twitter.
  • Fast responses.
  • Better contact experience.
  • Control and analysis of the entire operation.
  • Consistent conversations through several channels.

Distribution

Distributing the communications that arrive from multiple channels efficiently, and without sacrificing the customer experience, is one of the fundamental challenges in customer service processes.   With i6, your company not only has the unified control of all the communications, but they are also distributed intelligently among operators according to your business objectives and criteria.
  • Universal ACD.
  • Distribution of the communications according to the needs of the business.
  • Better customer experience.
  • Control in real time.
  • Historical data for operation analysis.

Integration

The necessary information for successful management is displayed to the operators in each one of the communications thanks to the integration function provided by i6.
  • Integration with management applications.
  • Integration with corporate back-end back-office.
  • Better productivity and operator efficiency.
  • Comunicaciones efectivas.
  • Improved user experience.
  • Customized reports.

Audit

With i6 you can control the quality of each contact and guarantee that your services are always excellent, regardless of the channel.
  • Registration of omnichannel conversations.
  • Fast access.
  • Evaluation and training tool.
  • Programming and analysis.
  • Security and privacy for records.

Reporting

From i6 you can access all of the historical and detailed information of the operation, through a packet of pre-defined reports or through building customized reports.   Transform data into useful information for your business, by accessing numerous pre-defined reports and having the ability to build your own reports in which operational data, management data, and business data are combined, at hand.
  • Multiple tools in one online platform.
  • Definition of permits and access levels.
  • User administration.
  • Campaign configuration.
  • Enabling and configuring service channels.
  • Configuring automatic messages, pre-defined responses and operational capabilities.
  • Integration with the business data.
  • Configuration of ticket management.

Web App Designer

With the Web App Designer tool included in i6, you can create front-end and management applications that are completely integrated to the customer service channels and the corporate backend, without writing even a line of code.   In order to increase operators' productivity while at the same time improving the experience of potential and current customers, it is essential that operators have all of the contact's data and all of the relevant business information consolidated in only one interface. i6 Web App Designer is a graphic tool that allows you to quickly implement pre- and post- service applications, call scripts, and forms.
  • Omnichannel integration.
  • Web form design.
  • Multiple data sources, only one interface.
  • Quick implementation of business applications.
  • Data analysis.

Customer Service

With i6 you can give your customers an experience that is coherent, unified, and precise in every interaction. Operators need simple but powerful tools that allow them to manage customer service through channels in a unified way, and from which they can access relevant information regarding the contact, the context, and the business.    Customer data, interaction with the company, products frequently consumed, the type of complaints reported, among others, is information that you may make available to the operator through the platform, and therefore you allow them to provide consistent customer service experiences.
  • Multiple tools in a single web platform.
  • Consolidated communications.
  • One sole conversation through multiple channels.
  • The customer as the strategy center.
  • Collaborative work.
  • Contact Channels Integration.
  • Security and trustworthiness in transactions.

Supervision

i6 lets you monitor each of your campaigns in real time, control the performance of your teams, coach your operators, and the possibility of taking corrective measures as soon as issues are detected in service levels.
  • Multiple tools in one online platform.
  • Team performance control in real time.
  • Proactive management of metrics and indicators.
  • Coaching abilities and dialogue with the team.
  • Intelligent view of customer communications.
  • Security and trustworthiness in transactions.

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.
  • Multiple tools in one online platform.
  • Definition of permits and access levels.
  • User administration.
  • Campaign configuration.
  • Enabling and configuring service channels.
  • Configuring automatic messages, pre-defined responses and operational capabilities.
  • Integration with the business data.
  • Configuration of ticket management.