The Koncert (Modern Dialers) February'24 Release includes enhancements that will bring you a better Koncert experience.
The topics are as follows:
▼ Session
Dialable and Non Dialable Prospects
Removal of Before You Begin window
Manual Dropping of VM during AIPD session
Visual indicators - Top performers
Enhanced Graphical Representation
Multiple Dispositions for Meetings
Session
The Session tab's user interface has undergone substantial enhancements, resulting in an elevated visual appeal and an improved user experience
Settings Summary
The Settings Summary window has been presented as a panel that can be visible by default. If needed, you can collapse the panel by clicking on the Right Arrow icon and expand it again by clicking the Left Arrow
icon. This alteration offers users more flexibility in managing and interacting with the Settings Summary window.
The following changes/enhancements have been added to the Settings Summary window:
- Source:
A new dropdown has been available at the top-left of the Settings Summary window. The dropdown lists out the Org name along with the integrated Sales Engagement Platform.
For CRM Orgs:
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- If integrated with any Sales Engagement Platform, the name of the integrated Platform will be displayed by default. You can select either CRM or Sales Engagement Platform from the dropdown.
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- If no Sales Engagement Platform is integrated with the CRM org, then only the CRM will be displayed.
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For Standalone Orgs:
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- If no Sales Engagement Platform is integrated with the Standalone org, then the label CSV will be displayed.
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- If any Sales Engagement Platform is integrated with the Standalone org, then only the integrated Sales Engagement Platform will be displayed.
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- Search/Upload Lists
A new section called Search/Upload Lists has been introduced, allowing users to search and import Call lists from the chosen CRM/Sales Engagement platform/CSV.
Koncert will automatically capture the Orgs whichever the user is logged- in and display the reports accordingly. For the CRM org/ Org integrated with the Sales Engagement Platform, users can directly search and import reports into the Session tab from the respective CRM/Sales Engagement platforms. Once imported from there, Koncert automatically adds the lists under the Lists tab as well.
Moreover, Koncert offers users the flexibility to import any available lists from the Lists tab and dial them as required.
Previously, the import process involved clicking the Upload button in the Session tab above the grid. With a single click, users can now upload call lists and initiate prospect dialing. Koncert allows entering and searching using partial or full names of the Call.
- Dialing Options
The Phone fields and Caller ID Mode have now been combined under the single section Dialing Options, displayed below the Search/Upload Lists section.
- Purchasing Caller ID from the Session tab
Koncert introduces a new feature allowing users to purchase a new Custom Caller ID directly from Twilio within this section, a process that was previously exclusive to the Caller ID tab.
When a Custom option is selected from the dropdown, an Add link will be available at the top-right side of the Caller ID Mode dropdown. Please refer to the article Purchase Custom Caller IDs from Session tab for detailed instructions.
- Voicemails
This section has been moved below the section Dialing options. Also, the icons have been replaced with the hyperlinked label.
Play – Click to listen to the selected voicemail.
Delete – Click to delete the selected voicemail.
Please refer to the article Settings Summary, as it has an extensive, detailed guide on this section.
Relocation of Sort By option
The Sort By option on the Dialing screen within the Session tab has undergone an enhancement, both in terms of its placement and functionality. Formerly placed under the Setting Summary Window, and Before You Begin window it has been elevated in prominence and now resides above the grid.
By default, the Sort By option will have Contact Name and Ascending Order selected and visibly displayed.
The users can modify the sorting criteria by clicking on the Contact Name field. This action triggers a dropdown menu featuring available columns from the Customize View » Manage Columns window.
You can then select any desired column, and the Session screen will dynamically display the records based on your selected criterion.
Additionally, users can easily toggle the sorting order to Descending by clicking on the Upward Arrow . Once clicked, the Upward Arrow
transforms into a Downward Arrow
, providing users with a straightforward and intuitive method to control sorting preferences directly from the Dialing screen within the Session tab. This refinement aims to empower users with more granular control over their data presentation.
Relocation of Time zones
As a part of the enhancement, the Time Zone option on the Dialing screen within the Session tab has undergone a strategic repositioning. Formerly located under the Setting Summary Window and Before You Begin window, it now takes a prominent position above the grid for enhanced accessibility and visibility.
By default, all Time Zones are pre-selected, offering a comprehensive view. However, users now enjoy the flexibility to personalize their experience by choosing their preferred time zone.
It is important to note that the selection of at least one Time Zone is mandatory. If a user opts not to choose any time zones, the changes will not be applied, and the previously selected time zones will persist, ensuring a seamless transition and continuity in user preferences. This adjustment aims to provide users with greater control and customization over their Time Zone settings within the Session tab.
Dialable and Non Dialable Prospects
Starting from this version, the Session tab list has been enhanced to clearly differentiate between prospects that can and cannot be dialed, and provide reasons for why certain prospects are not dialable.
The following two tabs have been made visible under the Session tab.
Dialable Prospects along with the count – Displays only the list of dialable prospects i.e. prospects who are eligible for dialing.
Non-Dialable Prospects along with count – Displays the list of non-dialable prospects along with the reasons. The prospects who are under the non-dialable category are based on the following reasons.
- Prospects removed from the Remove from Session
- Prospects marked as DNC (Do Not Call)
- Prospects with Timezone Mismatch
- Prospects marked as Parking Lot
- Prospects with Invalid Phone Number
- Prospects with Missing Phone Number
- Prospects with Non-Dialable Numbers
Whenever the Call list is imported into the Session tab, Koncert checks whether the records can be dialed based on the above reasons and classifies accordingly.
In addition to this, if the record is marked as DNC while dialing, immediately the record will be moved to the Non-Dialable Prospect section and vice-versa.
Removal of Before You Begin window
As part of our ongoing efforts to enhance user experience, Koncert simplifies the dialing process within the application. In pursuit of this objective, a new streamlined process has been implemented. Specifically, the Before You Begin window visible upon clicking the Start Session button on the Session tab i.e. before initiating the dialing session, has been removed completely.
The settings that were traditionally configured in this window are now seamlessly integrated into the Session tab itself. This strategic modification aims to eliminate unnecessary steps, providing users with a more straightforward and intuitive experience. By consolidating the relevant settings within the Session tab, we aim to optimize efficiency and make the overall usage of the application more user-friendly.
Inclusion of New Buttons
- Refresh
In the Session tab, the Refresh icon has been replaced with the button Refresh. Clicking on this button instantly will bring the latest report from the CRMs and Sales Engagement Platforms to update your list, but any prospects already dialed will remain excluded from dialing.
Also, a tooltip will be displayed as shown below when hovering over the Refresh button.
Please note that this button is applicable only for CRM and Sales Engagement Platforms Users. This update ensures a clearer representation of the Refresh functionality and its purpose, providing users with a more intuitive experience within the Session tab.
- Reset
With the removal of the Before You Begin window in Koncert, a new functionality has been introduced to improve the user experience during dialing sessions.
A Reset button has been added at the top of the Session tab to reset the dialing and start dialing from the beginning of the list when any changes have been done in the list. It provides greater control and flexibility in managing dialing sessions within Koncert.
Also, a tooltip will be displayed as shown below when hovering over the Reset button.
Canceled Calls
AI Parallel Dialer (AIPD) is a cloud-based power dialing software with advanced Artificial Intelligence (AI) technology that reduces manual intervention and performs tasks that typically require human intelligence.
When multiple prospects are connected at the same time i.e. during the AIPD session, only the very first call that is connected with a prospect will be transferred to the sales rep/user. All the remaining calls will be considered as canceled calls and automatically marked with the disposition Talker busy - Unanswered call canceled. Also, some calls may be canceled by the AI when the user pauses the session during the AIPD session. Those canceled calls were not dialed again. This leads to less number of connected prospects.
Starting from this version, to increase the connected number of prospects, Koncert introduces a new feature Canceled Calls in the Al Parallel Dialer. This feature will be enabled on a request basis.
Koncert analyzes/tracks the calls that are not connected with the user's Sales rep, when he is busy or on hold during an AIPD session i.e. dialing multiple prospects or calls with the Disposition i.e., and marks the unconnected calls as canceled calls.
Koncert also provides additional flexibility to dial these canceled calls in the dialer AIPD or AIFD which you have a license. It stores the canceled calls under the View Canceled Calls link in the Session tab. You can dial the canceled calls at any time whenever the list containing canceled calls is imported.
Please refer to the article Canceled Calls for a comprehensive walkthrough.
AI Summary Generator
Starting with this version, Koncert introduces a novel feature the AI Summary Generator, accessible within the Session » Call Disposition window. This feature will be enabled on a request basis.
This feature rapidly converts your audio content into text format and generates a concise summary based on pre-configured settings. When you click the Generate AI summary button, the summary text will be automatically retrieved and displayed in the Call Comments field during the dialing session. If needed, the user can add additional comments in the Call Comments field.
Previously, users manually entered Call Comments.
Moreover, the AI Summary will now be automatically updated within the Analytics » All Dials report under the Call Comments column. This functionality is beneficial for future reference.
NOTE:
- For AIFD, the AI Summary Generator button will be enabled only when the conversation is greater than or equal to 10 seconds.
- For AIPD, the AI Summary Generator button will be enabled when the call is transferred to the User.
Manual Dropping of VM during AIPD session
Previously, AI dropped voicemails during a dialing session in AIPD dialers. There was no option for the users to drop the voicemails for the connected calls in the AIPD session.
Starting from this version, Koncert provides an option to drop the voicemail for the connected calls during the AIPD Session.
A Play VM button has been made available along with a Select VM dropdown displaying the voicemail selected from the Settings summary window will be displayed by default. If needed, the user can change the voicemail.
NOTE :
- The Voicemail feature will be available only when the option Enable Voicemail is selected as Yes under the Administration » Company Setup » Dialer section.
- The Call Result dropdown will be displayed based on the Call Disposition value selected under the Dialer section. The user can edit the Call Result as needed.
LinkedIn Icon Enhancement
In the previous version of Koncert, the LinkedIn icon was displayed only for prospects whose LinkedIn URL is synchronized from the CRM or uploaded via CSV with the LinkedIn column. Clicking on the icon opened the LinkedIn page for the respective prospect.
Starting from this version, the LinkedIn icon will be displayed for all prospects in the Session tab, Prospect Information window as well as Call disposition window by default, regardless of whether they have a LinkedIn URL or not.
If no LinkedIn URL is synchronized, then the LinkedIn profile will be searched using the Contact name and Account Name of the prospect, and the suitable LinkedIn profiles will be listed on the Home page of the LinkedIn website. The user can change the search criteria and search the suitable profiles.
This enhancement provides users with easier access to LinkedIn profiles for prospect research, regardless of whether the prospect has a LinkedIn URL associated with their profile.
Analytics
Inclusion of New icons
- View Dials
The Analytics » Call Session summary » Widgets Section, shows the following widget
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- Dials
- Connects
- Positive Conversations
- Meetings
- Inbound Calls
Starting from this version, a new View Dials icon has been added under each widget in the Call Session Summary tab.
Clicking this icon will open an All Dials tab as a separate tab in the same browser with specific information related to the widget selected, filtered based on the criteria selected under the Call Session Summary tab.
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- Dial – Displays All Dials tab with All Dials information
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- Connects – Displays All Dials tab with connects information
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- Conversations – Displays the All Dials tab with Conversation information
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- Positive Conversations - Displays All Dials tab with Positive Conversation information
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- Meetings – Displays All Dials tab with Meetings information
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- Inbound Calls – Displays All Dials tab with Inbound Calls information
This enhancement aims to streamline navigation and provide users with quick access to detailed information pertinent to their analysis.
Also, the View Dials icon has been made available and visible for Admins and Managers, across each username under the column User.
Upon clicking this, the dialing information made by the specific user selected will be displayed in the All Dials tab.
- View Lists
The View Lists icon has been added for Admins and Managers, across each username under the column User.
Upon clicking this, the List Performance tab with the dialing information made by the user will be displayed based on the lists.
These additions provide users with more granular control over analyzing their dialing activities, allowing them to examine their performance both overall and in relation to specific lists.
Visual indicators - Top performers
To motivate sales reps, Koncert has introduced a new concept of giving rewards to users who have contributed the most. A visual representation in the form of crowns will be displayed across the sales reps, indicating the top performers based on certain criteria. This feature will apply only to Admins and Managers who can see the top performers. By default, all users will be considered for these rewards. However, if a specific list of users is selected in the filter, the rewards will be based only on the performance of those selected users. Here's how the crowns are designated:
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Green Crown
: This indicates the person who has made the most dials, thus being the top dialer.
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Blue Crown
: This indicates the person who has achieved the highest number of connects.
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Purple Crown
: This indicates the person who has scheduled more meetings with the prospects.
These visual indicators provide a clear and motivating way for sales reps to strive for excellence in their performance, whether it be in terms of dialing volume, successful connections, or positive conversations.
Enhanced Graphical Representation
Starting from this version, the label Bar Chart above the graphical representation has been renamed as Call Summary. Also, the graphical representation i.e. bar chart, has been replaced with the Horizontal stacked bar chart. The Managers and Admins can view the dialing metrics of the Top 10 sales reps. If needed, you can select the users from the filter and view the respective metrics.
For Admins and Managers:
For Users:
Administration
Removal of Product Type
Starting from this version, the Product Type has been removed from the Add/Edit Call Disposition window under the Administration tab » Call Dispositions. This change means that call dispositions added or edited will now be common for both AIFD and AIPD products.
Multiple Dispositions for Meetings
Starting from this version, a new option Is Meeting Disposition? has been added in the Add/Edit Call Disposition window. The Admins can specify whether a disposition should be counted as a meeting by selecting Yes.
By default, this option will be set to No for all dispositions except Meeting Scheduled in the Edit Call Disposition window.
In addition to this, admins can also select dispositions to be counted as Meetings under the Administration » Company Setup » Reports section. Additionally, these selected dispositions will also be counted as Meetings in the Analytics tab.
This enhancement provides admins with the flexibility to designate more than one disposition as a meeting disposition.
Apollo Integration
Koncert now enables the seamless integration of Apollo, offering a strategic solution to enhance the efficiency of Sales Representatives (Reps). This integration is tailored to significantly elevate sales performance. Users leveraging both the Koncert and Apollo platforms now possess the capability to effortlessly search for any Apollo Sequence directly within the Koncert platform, streamlining the execution of designated call tasks.
Upon successful execution of all the call tasks within Koncert, the call dispositions and other information like call notes are automatically logged in Apollo. This includes synchronized call notes, call recordings, and details about the individual who completed the task.
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.
NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.