List of inConcert Contact Center Customers
Mexico City, 11540,
Mexico
Since 2010, our global team of researchers has been studying inConcert Contact Center customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased inConcert Contact Center for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using inConcert Contact Center for Call Center include: Servicio De Administracion Tributaria Mexico, a Mexico based Government organisation with 24800 employees and revenues of $560.0 million, Toyota Financial Services Mexico, a Mexico based Banking and Financial Services organisation with 350 employees and revenues of $370.0 million, Thuraya Telecommunications Company, a United Arab Emirates based Communications organisation with 1670 employees and revenues of $320.0 million and many others.
Contact us if you need a completed and verified list of companies using inConcert Contact Center, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The inConcert Contact Center customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Servicio De Administracion Tributaria Mexico | Government | 24800 | $560M | Mexico | inConcert | inConcert Contact Center | Call Center | 2020 | Convertia | In 2020, Servicio De Administracion Tributaria Mexico implemented the inConcert Contact Center, working with systems integrator Convertia, to internalize taxpayer service and handle peak season volumes. The deployment is cataloged under the Call Center category and focused on omnichannel customer engagement for the national tax authority. The implementation delivered an omnichannel contact center platform and an NLU-powered chatbot named OrientaSAT, with inConcert Contact Center orchestrating voice, web chat and messaging channels, automated workflows, and intent-driven routing. Functional capabilities implemented include conversational natural language understanding, chatbot self-service automation, omnichannel session routing, and agent desktop integration to support assisted service and escalation. Operational scope covered taxpayer service operations across the SAT environment, with Convertia providing implementation and configuration services. Governance changes emphasized internalizing inbound and outbound service operations, redefining agent workflows, and establishing escalation paths between OrientaSAT and live agents to manage peak season volumes. Project outcomes reported by the vendor include automation of approximately 200,000 monthly queries, a reduction in chat time to response of 45 percent, increased agent capacity, and up to 86 percent savings in operating costs following the inConcert Contact Center and OrientaSAT rollout. | |
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Thuraya Telecommunications Company | Communications | 1670 | $320M | United Arab Emirates | inConcert | inConcert Contact Center | Call Center | 2021 | n/a | In 2021, Thuraya Telecommunications Company deployed inConcert Contact Center to centralize omnichannel customer interactions for its UAE contact centers. The deployment targeted customer service and contact center operations, using inConcert Contact Center as a Call Center platform to unify voice, email and web chat channels across multiple networks and languages. The implementation configured core omnichannel capabilities including voice routing, email queuing and web chat handling, with skill based routing and VIP prioritization implemented to direct inbound work to appropriately qualified agents. Configuration focused on routing logic, agent desktop workflows and multilingual queue management to support simultaneous channel handling. Operational coverage was concentrated in the UAE contact center environment, integrating communications across Thuraya networks and regional language support for frontline customer service teams. The solution supported contact center business functions such as inbound customer support, escalation handling and prioritized service routing. Operational governance emphasized skill based routing and VIP prioritization as primary workflow controls, with queue and routing rules enforced at the platform level. The deployment improved measured service levels with 90% of calls answered within 20 seconds, increased first call resolution by ~15% and reduced average agent handling and management time by ~18.5%. | |
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Toyota Financial Services Mexico | Banking and Financial Services | 350 | $370M | Mexico | inConcert | inConcert Contact Center | Call Center | 2022 | n/a | In 2022, Toyota Financial Services Mexico implemented inConcert Contact Center as a Call Center platform to centralize collections and customer servicing channels. The deployment leveraged inConcert's Inconnect omnichannel and collections capabilities to support collections, credit and customer service processes across the Mexico operation. Configuration included CTI integration for agent desktop orchestration, IVR self service for call deflection and self resolution, predictive dialing for outbound collections and quality management for agent performance and compliance monitoring. Module usage for collections, IVR and predictive dialer is inferred from the case description, and the solution provided omnichannel routing and queue management to consolidate voice and digital contacts. Integrations linked CTI, IVR, predictive dialing and quality management into operational workflows for collections, credit servicing and customer service, delivering unified contact handling across channels. The implementation covered Toyota Financial Services Mexicos Mexico operations and centralized contact handling for finance oriented customer interactions. Governance emphasized centralized monitoring and quality controls to support collections compliance and agent coaching workflows. The Mexico deployment increased contact ratios by 43%, reduced operating costs by approximately 12% and achieved an approximately five month payback. |
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