What is the short/medium term of Inconcert? What topics are being focused on?
Right now, we are focused on something very clear: consolidate and continue advancing as a global reference in technology for customer experience. Recently we did a rebranding that was not only a change of logo, but a way to align our identity with what we were already from within: a growing company, with increasingly comprehensive solutions, which really accompanies companies in their evolution in CX.
We are working a lot on two great fronts. On the one hand, continue incorporating artificial intelligence in our solutions at all levels: from co -driver -type assistants that help the human agent, to agents like Inagent, who are able to talk directly with customers and solve their consultations autonomously, without losing closeness.
And on the other, we continue to strengthen omnichannel, which is no longer only “to be in all channels”, but to make the experience fluid, without cuts. For example, this year we have added the RCS channel, the evolution of the traditional SMS, to incnect and continue to expand functions in WhatsApp, where we are official finishing partners.
In the end, our approach is simple: to help companies orchestrate all the customer experience strategically, from the lead to the post -sales, with solutions that evolve alongside their business needs.
What are the most common needs of customers? What mistakes usually make in their digitalization processes?
Most customers come wanting to incorporate artificial intelligence into their processes, but also with many doubts. Some expect an AI agent to work as the bots before, only they are “a little smarter.” And of course, they are surprised to see that this goes much further: we really talk about a completely different technology, capable of talking naturally, adapt to context and collaborate with human agents.
It is also common for you not to know where to start. The most frequent error is wanting to implement AI without being clear for what or how. That’s where our
Work: Listen, analyze your operation and design a realistic solution, which begins with a specific display, that scales little by little, and that combines the generative AI with business rules when precision is needed. In addition, we integrate our solutions with reliable knowledge bases, we define kpis from the beginning and work with deployments that can then climb progressively.
In the end, the important thing is not to “have AI”, but to know how to get value continuously.
They are incorporating the generative AI in their solutions. Is there much myth around it taking into account that only 25% of the projects have a real implementation?
That perception is real and, in part, logical. All new technology generates a peak of expectations and myths, often exaggerated. And when those promises are not fulfilled, frustration comes. In some cases, this makes decisions light or that the implementation is not well focused.
One of our great challenges as technology suppliers is precisely that: to land AI to the field of the business, explain clearly, without technical jargon, and help teams understand how they can improve their operation.
In this sense, the key is to adapt the implementation to each case. There are times when training in the use of functionality with ry within our products is enough, as an assistant that helps the human agent to write emails or responses. In other cases, we are talking about integrating a new and independent solution such as virtual agents. In both scenarios, the important thing is that we do not leave the client alone: a technical team, another of Customer Success, and also a Knowledge team for training is always available. That closeness, that continuous monitoring, is what makes the difference.
And another thing: In Inconcert we prefer to work in phases, validate each advance and only then climb. Sometimes there is a hurry to launch something as soon as possible, but if it is not done well from the beginning, confidence in technology is lost very fast.
How do they adapt to the changing needs of your customers?
Adaptation is not only technological, it is also human. We know that each company has its own rhythm of transformation, and we respect it: our role is to accompany, not force.
That is precisely one of the strengths of our model: we listen, understand and align ourselves with their business goals, adjusting our solutions to evolve with them. And we do not do it only at the start of the project, but over time. Our Customer Success team is very present, acting as an extension of the customer team.
In the end, through active listening we identify opportunities, we incorporate continuous improvements and guarantee that each implementation has real impact, beyond the technical. We make sure that each advance contributes value, we will not push changes that are not ready to assume.
What is the Inconcert strategy for the integration of your solutions with existing client systems?
Integration is a critical point, and that’s why we take great care of it. Our entire ecosystem is 100% Cloud and is built with an APIS -based architecture. That means we can easily integrate with CRMS, ERPs and other business systems, without the need to make complex developments.
In addition, our solutions are modular: you can implement only what you need, without having to activate the entire suite from the beginning. That gives flexibility and facilitates moving step by step, according to business priorities. And all this with very high security guarantees: we have international certifications such as Cloud Security Alliance, ISO 27000 or V4 PCI-DSS that ensure reliable and transparent data management.
In short, we believe that the key is not to have many tools, but that they are connected, share information and work as a true ecosystem. That’s where the value is.
How do you see the future of Inconcert? You can ask the AI, if you want
Well look, I asked … and curiously it wasn’t so disenchanted (laughs). Beyond the joke, the future of Inconcert I see it clear and aligned with what we are already today: a company that combines technology, business vision and closeness with the client.
There are three axes that will continue to mark our path: technological innovation, integral vision of customer experience and a strong approach to integrations with third parties. But if there is an undisputed protagonist in that future, it is artificial intelligence.
The AI is in the center of what is coming. Our commitment is to continue evolving our solutions with AI, but also continuing to help companies land it, from value, not from overexpecting or hype, as you want to call it.
The sector changes fast, and customers even more. It is no longer enough to have a powerful contact center or a good CRM: everything must be connected. From capture to post -sales attention, through real -time analysis. And all that, without losing sight of the user’s experience. Therefore, we will continue to bet strongly on interoperability and solutions that allow the entire CX to orchestrate as a united ecosystem, in which AI, data and people work at the same rate.
Our mission is to be the technological partner that not only offers software, but accompanies, guides and helps to grow in an environment that changes every day. And do it with intelligence. Artificial, yes … but also human.
