Name: inConcert i6 Omnichannel Suite
Author: inConcert

Help Desk

Web and Video Conferencing

Customer Support

Bug  Tracking

Help Authoring

Mind Mapping

Development

Business Intelligence (BI)

Collaboration

Corporate Social Responsibility (CSR)

Environmental Health and Safety (EHS)

IP PBX

Manufacturing Execution

Enterprise

Accounting

Expense Management

Trust Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Referral

HR Management

Payroll

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Delivery Controllers (ADC)

Cloud Storage

Code Review

Data Catalog

Data Fabric

Data Recovery Service

Data Virtualization

Fraud Detection

IT Infrastructure Monitoring

Integration Platform as a Service (iPaaS)

Interoperability

Network Performance Monitoring

Observability

Relational Databases

Server Management

Software-Defined WAN

Storage Area Network

Information Technology

A/B Testing

Ad Serving & Retargeting

Advertising Agency

All-in-One Marketing

Click Fraud

Contact Management

Content Management

Customer Experience Management

Digital Asset Management

Direct Mail Automation

Email Marketing

Local Marketing

Marketing Automation

Social Media Management

Survey & Forms Building

Virtual Event

Web Analytics

Website Builder

Marketing

Project Management

Wireframing

Professional Services

Customer Relationship Management (CRM)

Sales Coaching

Sales Intelligence

Sales

GDPR Compliance

Security

ID Card

Insurance Policy Administration Systems

Insurance Underwriting and Rating

Last Mile Delivery

Library Management

Pharmacy

Plagiarism Checker

Smart Cities

Telemedicine

Vertical-Specific

Top Rated 2023

large

small

medium

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX 1 - Voice

Genesys Cloud CX 2 - Digital

Genesys Cloud CX 2 - Digital + Voice

Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

Genesys Cloud CX

Contact Center

Contact Center Software

Workforce Optimization (WFO)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Automatic speech recognition (ASR)

Natural language processing for IVR

Communications forecasting

Email

Voice (phone)

VoIP

SMS/Text

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Intelligent call routing

Chatbots

Genesys

Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent,  and built-in chat and voice for collaboration between agents.

Webex Contact Center

Video channel

AI assistance for live agents

Cisco

MindTouch

Likelihood to Recommend

Likelihood to Renew

Performance

Usability

Support Rating

Online Training

Implementation Rating

Configurability

Product Scalability

Ease of integration

Vendor post-sale

Zoho CRM Plus

Contract Terms and Pricing Model

Zoho

PG Forsta HX Platform

PG Forsta

Quadient Inspire

Availability

In-Person Training

Vendor pre-sale

Quadient

Cisco Webex Experience Management (discontinued)

Discontinued Products

Medallia

Sogolytics

Verint Voice of the Customer

Verint

Alida CXM

Alida

i6 OmniChannel Suite from inConcert is a customer-service focused tool that helps companies manage interactions with customers across email, chat, phone, SMS, and social media.

NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.

Digital Agent

Voice Agent

Omnichannel Agent

Essential Suite

Core Suite

Complete Suite

NICE CXone

InContact Cloud Contact Center NICE CXone

NICE Systems

inConcert i6 Omnichannel Suite

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

inConcert

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Operating Systems	Unspecified
Mobile Application	No

inConcert i6 Omnichannel Suite

Overview

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Pricing

inConcert i6 Omnichannel Suite

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Offerings

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Alternatives Pricing

Genesys Cloud CX

What is Genesys Cloud CX?

NICE CXone

What is NICE CXone?

Product Details

What is inConcert i6 Omnichannel Suite?

inConcert i6 Omnichannel Suite Technical Details

Comparisons

Compare with

Genesys Cloud CX

Webex Contact Center

MindTouch

Zoho CRM Plus

PG Forsta HX Platform

Quadient Inspire

Cisco Webex Experience Management (discontinued)

Medallia

Sogolytics

Verint Voice of the Customer

Alida CXM

Reviews