Optimize your teams with workforce management
Plan agent shifts based on expected workload, considering their preferences, boosting your contact center’s operational efficiency.
Reduce costs by organizing your team based on an accurate workload forecast
Get a highly precise demand forecast
The Inteam algorithm is fed with data from interactions on all channels and forecasts workload with more than 95% accuracy, determining the number of agents necessary.
Balance the load at the contact center
Thanks to optimum planning, Inteam allows you to strike up a balance between periods with high and low workloads, ensuring the contact center’s service level at all times.
Automate agent shift management
Inteam automatically plans shifts considering labor regulations and team preferences. It is able to organize rotating shifts and special regimes in specific periods.
Boost employee satisfaction
Through the Agent Portal and the Inteam app, your teams will be able to indicate their scheduling preferences, swap shifts, and access overtime and optional breaks, as well as easily communicate with the company.
Supervise activity in real tim
The Inteam control panel allows you to view contact center activity and compare it with the forecast. You can monitor each agent’s operations with custom dashboards.
Enhance Inteam’s precision by connecting it to your contact center
Our workforce management solution integrates with Inconnect to provide an even more accurate forecast and make decisions based on real data.
Agile integration
With Inconnect, you don’t need to program or hire separate projects, significantly reducing your costs.
Machine learning
Connection with the contact center enhances the Inteam forecasting algorithm’s automated learning.
Business intelligence
Accessing contact center data, Inteam can compare the forecast and detect opportunities for improvement.
A comprehensive, multichannel workforce management software
Automated forecasts
Estimates the number of hours and agents necessary to respond to demand for each time and business line.
Multichannel management
Distributes interactions between agents considering all service channels.
Agent portal and mobile app
Offers agents the possibility to indicate their scheduling preferences and swap shifts without supervision.
Centralized team management
Optimizes the management of leaves, new hires, training sessions, schedules, shift changes, permissions, and absences.
Service level simulation
Combines a variety of shift plans and interaction forecasts to predict results.
Detailed configuration
Set your planning preferences: priority services, schedules, minimum and maximum number of agents, etc.
Multiservice planner
Automatically manage support segments between various business lines.
Meeting planner
Organize activities, meetings, and training sessions at the best times based on workload.
Custom dashboards
Visualize real-time data with custom dashboards by service type or agent group.
Align your CX operations with your business and team needs
High-precision forecast
The Inteam algorithm forecasts contact center activity on all channels with more than 95% accuracy, considering agents’ skills, vacation, holidays, and the seasonality of each business.
Versatile solution
Inteam offers your teams a great deal of flexibility, thanks to its management of rotating shifts, special regimes, shift changes, and other functionalities. Its great price allows you to optimize ROI from day one.
Connection with your ecosystem
In addition to its native integration with Inconnect, Inteam can easily connect via API to any third-party contact center. It also has specific supervisor and agent platforms, making it a comprehensive solution that adapts to your business.
Continuous support focused on your objectives
Custom service
We adapt the configuration and implementation of our solutions to your operations and the needs of your company.
Upgrades and improvements
Keep your ecosystem always up to date with the latest improvements and features of each product.
24/7 support
Resolve any questions or incidents quickly and with a local team that always serves you on your schedule and language.
Business mentoring
We accompany and advise you with expert CX teams so that you can make the best decisions for your business.
Inconcert Academy
We enhance your skills and knowledge with training adapted to your specific requirements.
Committed to excellence
CSA Trusted Cloud Provider
Cloud Security Alliance certifies Inconcert as a trusted cloud provider.
Star Level One
Level 1 CSA certification in Security, Trust, Assurance, and Risk (STAR).
PCI Cloud Security Standards
Data security standards for the payment card industry.
ISO 27001
International information security, cybersecurity, and privacy protection standard.
CCSK
CSA Certificate of Cloud Security Knowledge.
GDPR
Reglamento general de protección de datos de la Unión Europea.
Discover the results of integrating Inteam into your business
Ayudamos a UOC a aumentar su captación de estudiantes estableciendo canales de contacto específicos e internalizando la gestión de leads y ventas en su contact center, con una atención 100% Click-To-Call.
Con la integración del CRM en su contact center, ayudamos a Viajes El Corte Inglés a gestionar tanto las oportunidades de venta como la atención al cliente de forma mucho más ágil y eficiente.
Gracias a la automatización y centralización de sus estrategias de marketing, Santalucía redujo los tiempos de espera de atención a menos de 5 segundos e incrementó notablemente la productividad de sus equipos de ventas.
A través de Inconnect, permitimos a Wizink trabajar con tres agencias intermediarias simultáneamente para aumentar sus ventas. Además, integraron otras soluciones de Inconcert para mejorar la gestión y control de sus operaciones de CX.
