Koncert is present in 2 markets with 2 products. Koncert has 4 reviews with an overall average rating of 3.4.
CRM Customer Engagement Center
Gartner defines the CRM Customer Engagement Center market as a cohesive set of software built around core case management tools, used to provide customer service and support by engaging with customers, while intelligently orchestrating the processes, data, systems, and resources of an organization. CEC applications offer workflow management capabilities and may be used as a system of record for customer interactions. The orchestration of customer service and support processes through a CEC application involves both assisted and self-service moments within customer journeys. It is built around case management records and processes. Workflow is an important CEC component, in terms of an organization being able to orchestrate the processing of customer engagements for the best outcomes in an effortless, effective and timely way. In addition to case, workflow, and knowledge management, personalization and enrichment of customer engagements are crucial.
Koncert has 1 product in CRM Customer Engagement Center market
Sales Engagement Applications
Sales engagement applications (SEAs) streamline how sellers orchestrate sales activities and deal workflows at scale. They optimize seller productivity by combining three key capabilities into a single interface: multichannel engagement (e.g., email, voice, SMS, video, social media), workflow execution and time-saving AI/automation. Because the technology is a new front end for SFA/CRM, sellers rely on it to streamline guidance into whom to engage and when, and what messaging to use, while capturing sales activities back into SFA/CRM. Vendors in the market have expanded to offer a portfolio of capabilities, configurable to the needs of a wide array of customer-facing B2B selling use cases.
Koncert has 1 product in Sales Engagement Applications market