The Koncert (Dialers) Fall '22 Release includes enhancements that will bring you a better Koncert experience.
The topics are as follows:
Call Disposition Mapping – Workflow Action
Info icon for red listed numbers
Before You Begin – Where I Left Off
▼ My Lists
Inclusion of formatting options in Call Script
▼ Settings
Relocation of AI Dialers Settings
Open the LinkedIn window upon Call Transfer
Salesforce - Custom Field Creation
Parking Lot Rules – Label Change
▼ Reports
Koncert - Executive Report - Inclusion of new List Names
Relocation of 'Report Inputs' filters
Report Inputs – List Name field enhancement
AAD - Executive Report – Inclusion of a new column
Call Disposition Reports Enhancements
Session Date/Time – Expanded Column Width
Koncert - Cadence Usage Report – Removal of the 'Text Touch' column
AI Dialers
We are pleased to announce that Koncert has now added a new technology, Artificial Intelligence (AI), which minimizes manual work and performs tasks that typically require human interaction.
Using AI Technology, Koncert has launched two new products, AI Parallel Dialer (AIPD) and AI Flow Dialer (AIFD), which dial prospects and transfer them to Sales Reps once connected. These products will be available for access from within the Koncert portal based on the license obtained.
- AI Parallel Dialer (AIPD) – It detects live answered calls and quickly connects them to sales reps. Call as many as 10 lines at a time or as few as one.
- AI Flow Dialer (AIFD) – Makes one call at a time and detects live answered calls and quickly connects them to sales reps. Alternatively, you can override the artificial intelligence by clicking the Take Call Control button.
Artificial Intelligence identifies the nature of the voice in the call and takes the appropriate action, automatically.
- If there is a trace of a human voice on the Call, AI Dialer will transfer the call to the Sales Rep.
- In the case of a Voicemail, AI Dialer will automatically drop the selected VM and hang up the call with the appropriate Call Disposition, if the Voicemail is enabled.
- In the case of an IVR, AI Dialer will automatically hang up the call with the appropriate Call Disposition.
With the introduction of AI Dialers, the following changes have been made to the product:
- AI Flow Dialer and AI Parallel Dialer can be found under the My Session » Dialing Mode section, where you can switch between them based on the license(s) assigned.
- The following settings have been added to the Settings tab for AI Dialers:
-
- Enable Visual Call Navigation by AI – Select to view the state of your call while in a dialing session.
- Upon VM detection, leave/skip VMs – On detecting Voicemail during a call, AI Dialers can either leave VM or skip sending VM and move on to the next contact, based on the Voicemail settings (Turned ON/OFF) in the My Session tab.
- Upon IVR detection, dial next – Allows AI Dialers to dial next prospect upon detecting IVR.
- AI skip after ringing for 30 seconds – Allows AI Dialers to skip the call after 30 seconds of ringing.
- AI skip busy/failed calls – Allows AI Dialers to skip the call, if the number is busy or not reachable.
- AI silence Ring tone – Keeps AI Dialers silent so you won't hear ringing while dialing the prospects. Available only for AI Flow Dialer.
- Auto Open Call Disposition popup for each call – Select to open the Call Disposition popup automatically when a prospect is connected. This will override the artificial intelligence and give the user full control of the call. Available only for AI Flow Dialer.
- Choose number of parallel lines – Select how many lines you want to have dialed at one time. Users can choose from 2-10 parallel calls. Available only for AI Parallel Dialer.
The Info icon next to AI Parallel Dialer and AI Flow Dialer section with tooltip information that shows a short description of the product when hovering over it.
- A new button Take Call Control has been added to AI Flow Dialer to override the artificial intelligence.
Upon clicking the Take Call Control button, the Call Disposition window will pop up and allow you to navigate the IVR (phone tree), leave a personalized voicemail, or disposition the call.
- A new column Call State has been introduced and displayed with the following icons for the call completed records:
Call in-progress
Call Completed
Call transferred to Sales Rep
Call Control Taken
Live conversation with Sales Rep
Call hanged-up
Detection of Voicemail on the call, and a VM has been sent to the prospect
Detection of IVR on the call, and the call has been hanged-up
- Also, the following reports have been added under the My Reports tab for AI Dialers:
-
- AIFD - All Calls
- AIFD - Connects
- AIFD - Dials
- AIFD - Executive
- AIFD - International Dialing
- AIFD - International Summary
- AIFD - Not Connected
- AIFD - Talker Call Disposition
- AIFD - Usage
- AIFD - Weekly Summary
- AIPD - All Calls
- AIPD - Connects
- AIPD - Dials
- AIPD - Executive
- AIPD - International Dialing
- AIPD - International Summary
- AIPD - Not Connected
- AIPD - Talker Call Disposition
- AIPD - Usage
- AIPD - Weekly Summary
Base App
We added a new application in our B2B Sales Engagement Platform called Base App. This simplifies the process of creating an Org as well as adding and managing user accounts in the Koncert Platform. This reduces the need to reach out to Support and allows the administrator to control usage.
Depending on your license, you can launch products by clicking the respective product buttons in Base App (under the My Profile tab). For example, to launch Dialers, click the Launch Dialers button.
Also, you can integrate Koncert with the following CRMs, with bidirectional sync.
- Salesforce
- HubSpot
- SalesLoft
- Outreach
Please refer to Base App for more detailed information on creating an organization, integrating with a CRM, and managing users.
NOTE: CRM Orgs created through Base App do not have the Add From CSV feature by default on the following products, which imports call lists in CSV format from your computer, however it can be enabled on request. Please reach out to Koncert Support to enable this feature.
- Dialers » My Lists tab
- Cadence » Prospects tab
Third Party Integration
Call Disposition Mapping – Workflow Action
Koncert has a turnkey integration with SalesLoft and Outreach, which allows users to import their call list(s) from those platforms into the Koncert portal and make calls using any of the Koncert Dialers.
To build a tight integration, the following settings must be performed by the Admin user in the Koncert » Settings » Third Party Integrations tab.
- Authorize the integration.
- Assign users whose credentials will be used to import call list(s).
- Map the Koncert Call Dispositions with the SalesLoft/Outreach Call Dispositions, for mutual synchronization of call activities.
As part of Koncert's Fall '22 Release, a new Workflows feature has been introduced in the Third Party Integrations » SalesLoft/Outreach Call Disposition Mapping window, which allows you to enable or disable a workflow action when dispositioning a call.
The Workflow action depends on your call outcome setup in SalesLoft/Outreach and Workflow settings (in the Call Disposition Mapping window), as shown in the table below:
|
Outcome Setup in SalesLoft/Outreach |
Workflow Feature | Workflow Action |
| Answered | Prospect will exit from the Sequence | |
| Not Answered | Prospect will move on to the next step in the Sequence | |
| Answered/Not Answered | The call will be treated as a manual call (one-off call) and no further action will be performed. |
After hanging up the call, you can log the details of the connected call in the Call Disposition popup window.
Scenario 1: Call Outcome mapped as 'Answered' and enabled for Workflow
Choosing a call outcome that has been mapped as 'Answered' and enabled for Workflow, such as Meeting Scheduled, the prospect will exit from the current Sequence.
The call details (logged through the Call Disposition window) for the SalesLoft/Outreach prospects will be communicated back to SalesLoft/Outreach.
You can view the prospect details and the activities performed in Koncert, within SalesLoft/Outreach, by clicking the icon for the prospect.
The SalesLoft/Outreach - Prospects window will be displayed with the selected prospect information.
Scenario 2: Call Outcome mapped as 'Not Answered' and enabled for Workflow
Choosing a call outcome that has been mapped as 'Not Answered' and enabled for Workflow, such as Call Attempted, the prospect will move on to the next step in the Sequence.
Scenario 3: Call Outcome mapped as 'Answered' or 'Not Answered' and Workflow not enabled
Choosing a call outcome that has been mapped as 'Answered' or 'Not Answered' but has not enabled the Workflow, such as Follow up, no action will be performed other than updating the call activity.
NOTE: The Workflow feature will only work with the Call List(s) imported from a specific Sequence in SalesLoft/Outreach or all pending calls in all sequences in SalesLoft/Outreach, but not with manual calls imported from SalesLoft.
Outreach's manual calls (tasks) will be closed either by selecting an Answered or Not Answered call outcome as the disposition.
My Session
User Interface Changes
As part of Fall '22 Release, the following changes have been made in the My Session tab:
- For consistency across the products, the following dialing tools will no longer be available in Flow Dialer, which can be performed instead by using the Call Disposition window.
-
- Hang Up
- Dial Next Number
- Dial Next Contact
- Redial/Adhoc Dialing
- Play VM & Hold
The following buttons have been added at the top of the column header in the My Session tab:
- Remove from this session – Choose the prospects that you wish to remove from the current list, before starting to dial, by clicking the checkbox to the left of the prospect and clicking on the Remove from this session button.
A success message will appear after the selected prospects have been removed successfully from the current session.
- Do not call until – Do not call until has been moved to above the column header in place of the Do Not Call Until icon
under the Call column.
Choose the prospect(s) that you do not wish to call until a certain date and click on the Do not call until button to select a future date to call the prospect(s).
A success message will appear after choosing a future date to call the prospect(s).
The Do not call until icon will be displayed to the left of the prospect(s), as shown below:
No calls will be initiated to the prospect(s) until the date selected. The alert message below will be displayed when clicking the Do not call icon .
Click Yes to remove the contact from the Do not Call status or click Cancel to cancel the process.
- Do not call – Do not call has been moved above the column header to mark the selected prospect(s) as Do Not Call. Prospects marked as do not call are stopped from being dialed.
Choose the prospects that you wish to flag as Do not Call by clicking the checkbox to the left of the prospect and click on the Do not call button.
A success message will appear after the selected prospects have been marked as Do not call.
The Do not call icon will be displayed to the left of the prospect(s), as shown below:
Calls will not be initiated to the prospects that are marked as do not call, until you manually remove them individually. The alert message below will be displayed when clicking the Do not call icon .
Click Yes to remove the contact from the Do not Call status or click Cancel to cancel the process.
- Customize Your View – This shortcut button navigates you to the Settings » General tab » Customize Columns section, where you can arrange the columns in your view based on the record type.
In addition, a Green Checkmark has been introduced under the Call column for the dialable numbers, to visually indicate that they are dialable and do not have any Do Not Call restrictions.
Parking Lot Enhancements
The Parking Lot feature is used to restrict the Dialing Agents or Talkers from dialing phone numbers that were previously dialed & logged with specific outcomes. Phone numbers that are parked can be viewed under the Administration » Parking Lot tab and deleted to initiate dialing those phone numbers. Also, the parked records in the My Session tab are displayed with a Parking icon under the Call column.
The previous version of Koncert only allowed administrators to delete parked records, where users couldn't not delete them.
In the Fall '22 Release, a new button Request to remove from parking lot has been added to the Parking Lot - <Prospects Name> window (displayed when clicking the Parking icon in the My Session tab), for users to raise a request to the administrator to remove the parked prospect from the Parking Lot.
Upon clicking the Request to remove from parking lot button, a confirmation message, shown below, will be displayed.
Click OK to send the request to the administrator's registered Email ID to remove this prospect from the Parking Lot.
Once the administrator clicks on the Click here hyperlink in the email, they will be redirected to Koncert’s Administration » Parking Lot tab, and a confirmation message will be displayed, as shown below:
Click OK to remove the prospect from the parking lot records.
After the prospect(s) have been removed successfully, a confirmation email will be sent to the user.
Info icon for red listed numbers
As part of Fall '22 Release, a new Info icon has been added to the Call column on the My Session tab for numbers that are red listed, to notify users of the reason the number can't be dialed. It will be one of the following reasons.
- The country the prospect belongs to is not enabled for dialing
- Numbers with invalid Country Code
The reason for the red listing can be found by hovering over the icon.
Before You Begin – Where I Left Off
In Koncert, you can start the session from where you left off during your last session by choosing the option Where I Left Off in the Before You Begin window. When using this, you want to make sure you have not reloaded your list.
The option Where I Left Off will be disabled in the Before You Begin window when the Time zone or Sort By option has changed under the Dialer Setup section and the dialing session is re-initiated for the current list.
My Lists
Label Change
The field name 'What is the call regarding?' in the Add Records From CSV, Import New List, Import New List - Cadence, and List Dialing Settings windows has been renamed to 'What is the call regarding? (Only for Agent Assisted Dialer) '.
When hovering over the icon, the Tooltip information guides you as to what information or instructions to provide to the Dialing Agents when a Gate Keeper or an Operator inquires about the call. Please share the information about the product or service you are offering. You do not need to include your name or company name as our agents will already have that information.
Inclusion of formatting options in Call Script
A Call Script is an outline that assists the Sales Team in delivering the key benefits and novel features of the products to prospects. This in turn makes the prospects excited and motivated to proceed further.
In addition, a new formatting option has been added to the Enter Call Script window that allows you to format the script as needed.
Settings
Relocation of AI Dialers Settings
The Settings of AI Parallel Dialer and AI Flow Dialer have been moved to the top of the Settings » General tab, as shown below:
Open the LinkedIn window upon Call Transfer
A new checkbox Open LinkedIn window (upon call transfer) has been added to the Settings » General tab » Advanced section, which brings up the LinkedIn page of the prospect being dialed automatically when the call is connected.
Both Standalone and CRM users will have this feature.
Administration
Salesforce - Custom Field Creation
A new sub-tab Custom Fields has been introduced in Koncert's Administration tab to bring up the Salesforce custom fields and enable them to be used in the Koncert portal.
By default, Koncert includes the standard fields of Salesforce, which are mandatory and cannot be deleted.
You can add custom fields from Salesforce by clicking the Add a field from Salesforce button at the top-right.
Upon clicking the Add a field from Salesforce button, the New Field Mapping window will be displayed.
Select the required record type, then enter the required field name in the Koncert Field Name field, and select the required field that you want to enable in Koncert from the Salesforce Field Name dropdown.
Click the Save button to save the field.
NOTE: The mandatory fields are marked with an asterisk (*)
Opted for Mapped Caller ID
A new field ‘Opted for Mapped Caller Id’ has been added to the Administration » Org Level Settings tab » Edit Org Settings window. This allows the administrator to decide whether the Mapped Caller IDs field on the following windows should be displayed or not for all users in an organization.
- Import New List
- Add Records From CSV
- List Dialing Settings
- Import New List – Cadence
- Before You Begin
Select Yes to enable the Mapped Caller IDs field on the aforementioned windows or No to hide the field.
Caller IDs Enhancement
The Caller IDs feature is used to customize how you want your prospect to see your phone number come in, which improves the pick-up rate during a dialing session.
Koncert's Twilio integration allows you to purchase the verified Caller IDs from Twilio based on the area codes for the required States in the USA and Canada directly from the Koncert portal (Administration » Caller IDs tab).
The Caller IDs tab now has two categories to avoid confusion between Custom and Mapped Caller IDs.
- Custom Caller IDs – Section where you can add your own phone number or Caller IDs that your company owns in order to use them. From here, you can manage and perform the following actions:
-
- Add a new Custom Caller ID
- Purchase the Custom Caller IDs from Twilio
- Delete a Custom Caller ID
- Configure the Custom Caller ID settings
- Mapped Caller IDs – Section where you can add your existing Mapped Caller IDs or can purchase new Caller IDs from Twilio. From here, you can manage and perform the following actions:
-
- Purchase Caller ID from Twilio
- Add a new Mapped Caller ID Group
- Rename the Caller ID Group
- Delete a Caller ID Group
- Set the default Caller ID Group
- Upload an existing Caller ID file from your computer
- Add the Caller IDs to Cart
- Purchase the Caller IDs in the Cart
- Map Caller IDs across States
- Map Caller IDs from other Area Codes
- Configure the Caller ID Settings
- Heat Map to view the actual usage of the Caller IDs
- Release the Caller IDs
Call Dispositions
The label 'Only 20 call dispositions can be added' has been removed from the Administration » Call Dispositions tab since we can now add a maximum of 50 Call Disposition values for each product.
Parking Lot Rules – Label Change
The field label/column header 'Recurrence' in the following screens has been renamed to 'Occurrence'.
- Administration » Parking Lot Rules tab
- Administration » Parking Lot Rules tab » Add Rule window
Reports
Schedule and send Reports
As part of Fall '22 Release, a new Schedule button has been introduced in the My Reports tab that allows the managers to schedule and send reports automatically, to selected users for a selected period, either in excel or CSV format.
Upon clicking the Add Schedule button, the Add Schedule window will be displayed.
- Report Type – Select the report(s) from the dropdown that you wish to schedule and send. You can select more than one report. Mandatory field.
- Choose Talkers – Select one or more talkers/users whose reports needs to be processed. Only active talkers will be displayed. Mandatory field.
- Report Execution – Choose one of the following report execution steps:
-
- Send Individual Reports For Each Talker – Report(s) will be processed separately for each talker and individual emails will be sent to those talkers.
-
- Send Consolidated Reports for all Talkers – Report(s) will be processed for all talkers selected and a single email will be sent to the talkers/users selected in the 'Send To' dropdown.
- Date Range – Choose the date range/time period for the report to be retrieved. For example, if you select 'Last 1 hour', a report will be retrieved for the last 1 hour. Mandatory field.
- Send On – Choose a specific day and time for sending the retrieved report. Recurring reports will be retrieved and delivered to the selected talker(s) on the selected day & time. Mandatory field.
- Send To – This option will be enabled only after selecting the Report Execution option 'Send Consolidated Reports for all Talkers'. Select the user(s) to whom the consolidated reports to be sent. You can select more than one user.
NOTE: Reports will be sent to the user(s) registered email address.
- Report Format – Choose the report format (Excel or CSV) to retrieve reports.
- Additional Email id – Enter the additional Email address to which the reports should be sent.
Click Save to save the schedule.
The newly created schedule will be displayed in the List of Scheduled Reports window.
Report(s) scheduled will be generated for the selected date range and sent to the selected users on the day and time chosen.
To differentiate the consolidated schedule report from the individual report, an icon will be displayed next to the consolidated schedule report.
Also, you can delete a scheduled report by clicking the Delete icon under the Action column.
Koncert - Executive Report - Inclusion of new List Names
The List Name field in the Report Inputs section has been enabled for the Koncert - Executive report and displayed with the following default list names:
- All Lists – Provides the overall metrics of all dialing sessions from all lists, including the Cadence list for the selected date range.
- Cadence – Provides the overall metrics of all dialing sessions from the Cadence list for the selected date range.
Relocation of 'Report Inputs' filters
The filters under the Report Inputs section have been relocated completely for better appearance, with Product as the key filter.
Choose the product for which a report is to be retrieved. Reports associated with the selected product will appear under the Report Type dropdown.
NOTE: Multiple products can be selected if you have licenses for them.
Report Inputs – List Name field enhancement
The previous version of Koncert only allowed you to retrieve and see reports for the desired list(s) by selecting them manually from the List Name dropdown under the Report Inputs section, regardless of how many lists you had.
To simplify the selection, the List Name field has now been made editable. So, you can search for and select the desired list(s) from the dropdown.
AAD - Executive Report – Inclusion of a new column
A new column 'Meetings %' has been added to the AAD - Executive report, derived using the formula (Total number of Meetings/Total number of Valid Connects) * 100.
Call Disposition Reports Enhancements
The Play icon (under the Audio column) in the Call Disposition reports is used to play your recorded calls or your team's recordings (for managers) to improve the performance of the team.
In the previous version of Koncert, the call recording for records was only available for 90 days and then the Play icon was removed from view, this has now been extended to 180 days.
Similarly, the Call Recordings in the View Call Recordings window (Play and Rate this Call icon under the Action column) will now be available for 180 days.
Session Date/Time – Expanded Column Width
The width of the report column Session Date/Time has been expanded so that users can see the date and time stamp values. Previously, it was displayed partially with an ellipsis button (...) at the end.
Koncert - Cadence Usage Report – Removal of the 'Text Touch' column
The column 'Text Touch' has been removed from the Koncert - Cadence Usage Report.
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.