Koncert Dialers - Release Notes May 2024 – Koncert

Koncert has introduced an innovative feature called Double Tap, exclusively for AIPD. This feature enhances the AI's capability to dial phone numbers twice across available columns, effectively doubling the chances of making successful connections.

Upon establishing a connection with any of the provided phone numbers, the AI immediately stops further dialing attempts across subsequent phone columns and proceeds to dial the next contact on the list.

To provide users with clear insight into which prospects have been contacted using the Double Tap feature, Koncert has integrated a Double Tap icon into the All Dials sub-tab and Advanced sub-tab under the Analytics tab. This icon serves as a visual indicator of engagements facilitated through this. Under the Advanced sub-tab, the double tap feature will be applicable only for the following reports:

AIFD Weekly summary report
AIPD Weekly summary report
AIFD All calls report
AIPD All calls report
AIFD Talker disposition report
AIPD Talker disposition report

Skip Ringing Duration

In previous versions, the AI would automatically skip a call after it rang for 30 seconds, as set by default in the AI skip after ringing for 30 seconds option under the Dialing Session » Settings Summary window and Settings » Dialers » AI Flow Dialer section.

However, in the latest version, a new dropdown menu has been introduced to the option in the aforementioned places, enabling users to choose the duration the AI should wait for the prospect to answer the call before moving on to dial the next number. The available durations are now extended to include 45 and 60 seconds as options.

This enhancement provides users with more flexibility in adjusting the AI's behavior to better suit their needs and preferences.

Activity History

A new checkbox titled Show Activity History has been added to the Settings Summary window » Advanced section. This feature will be applicable only to prospects imported from CRM/Sales Engagement platforms.

Upon enabling this checkbox, a new Activity History icon will appear under the Contact Name and Account Name columns in front of the respective prospect name and account name within the Dialing Session tab.

The users can click the Activity History under the Contact Name column to view the prospect's top 5 activities from the CRM/Sales Engagement Platform. This feature is applicable for both CRMs (Salesforce and HubSpot) and only for Sales Engagement platforms - Outreach and Salesloft.

Also, click the Activity History icon under the Account Name column to view the recent 5 activities of the prospects associated with the account only from Salesforce and Outreach.

Previously, prospect activity history was only accessible through the Prospect Information and Call Disposition windows under the Activity History subtab.

With this new feature, users gain immediate access to prospect and account activities without navigating to separate windows, enhancing efficiency and workflow management.

Visibility of Settings

Koncert now provides users with improved visibility of settings directly within the dialing screen in the Dialing Session tab. Users can easily view settings such as sorting, timezone, and applied filters for the list during the session.

While users can only view the settings, they cannot be edited directly from the Dialing Session tab, as the aforementioned settings are in read-only mode.

This enhancement streamlines the user experience by providing quick access to important settings directly within the dialing screen. Users can easily reference these settings without interrupting their workflow, leading to improved efficiency during dialing sessions.

Select Prospects - Shortcut

Koncert introduces a new and improved method for selecting prospects in bulk.

Users can now hold the Shift key and click the checkbox of the first and last prospect they wish to select in the Dialing Session tab. This action will automatically choose all prospects in between.

This multi-select functionality significantly reduces the time required to select a large group of prospects compared to clicking on each checkbox individually. Streamline your workflow by quickly selecting the desired group of prospects for further actions like Remove, DNC, DNC until, or Remove From DNC.

View Your Stats in Dialers

Koncert introduces a new feature View your Stats in the Dialing Session tab. Clicking on this link will display dialing metrics for the current day.

Upon clicking it, the user can view the Dialing metrics – Dials, Conversations, Positive Conversations, and Meetings for the day.

A tooltip with the message View your Dialing Stats for today will be visible when hovering over the View Your Stats link.

This enhancement offers a convenient way for users to track their dialing metrics directly from the Dialing Session tab without navigating to the Analytics tab and to monitor their performance and progress throughout the day.

Skip Prospects from dialing

Koncert has introduced a Skip button to the dialing screen. This new feature enables users to remove any prospect during a dialing session.

Clicking the Skip button will promptly remove the selected prospect from the session. Upon session completion, the prospect will be automatically re-added to the list once the session is completed.

Previously, this functionality was only accessible before or after the dialing session. This enhances their ability to control and manage the calling process.

AI Flow Dialer - Skip Next Contact from dialing

Skip this Contact button under the Next Contact in Queue section in the Call Disposition popup that has been enabled during the call. This feature applies only to the AI Flow dialer.

This enhancement allows users to utilize the feature while waiting for the prospect to answer or during an active conversation.

Previously the Skip this Contact button was only enabled after clicking Hang Up, streamlining the process and enhancing efficiency.

Inclusion of Google and LinkedIn Icons

Koncert has added Google and LinkedIn icons in the Next Contacts in Queue section of the Call Disposition popup. This enhancement enables users to conveniently access profile information about the next queued contact, offering valuable context before making the call.

Click Dialer - Redial Functionality

Koncert has upgraded the redial functionality for users who have obtained a Click Dialer license along with AIFD or AIPD licenses.

During an AIFD or AIPD session, if a user clicks the Redial button in the Call Disposition popup, the redial will now be performed exclusively through Click Dialer, ensuring a seamless user experience.

Users can select call outcomes and add comments (if any) directly within the Click Dialer - Call Disposition popup.

Additionally, calls made through Click Dialer will be displayed separately in the Analytics module for comprehensive reporting as well as considered in the stats.

For users without a Click Dialer license, the redial functionality will remain unchanged.

Outreach - Task Priority

For Outreach users, a new field Task Priority has been added under the Prospects Fields tab in the Prospect View window as well as the Call disposition pop-up window.

The Task Priority field retrieves the Priority value from Outreach » Prospects » Tasks and displays it in Koncert. The available values are Urgent, High, Medium, and Low. Any modifications to the Task Priority field in Koncert will be reflected in Outreach.

In addition to this, when creating Follow-Up or Referral tasks for prospects in Koncert, the Task Priority field will be available, allowing users to set the priority of the task. This will then be updated in Outreach as well.

This enhancement improves task management by allowing users to prioritize tasks directly from within Koncert, ensuring synchronization with Outreach.

Dynamic Column Customization

In general, the first 7 standard (implicit) columns are displayed, by default in the Dialing Session tab, whenever a call list is uploaded into the Dialing Session tab. If needed, the user can customize the column under the Customize View » Manage Columns window.

From this version onwards, when the users upload any lists from Sales Engagement platforms like Apollo and Salesloft, to the Dialing Session tab, the last two columns in the view will be dynamically replaced with the columns Sequence Name and Step Display Name.

Similarly, when the list is uploaded from Outreach, the columns Step Display Name, Sequence Name, and Task Priority will be added as the last three columns.

This provides visual cues to the users during dialing sessions, improving the overall user experience.

Lists

Lead Pooling:

Lead Pooling is an innovative feature, intended and developed only for Salesforce and CSV lists to connect with more decision-makers in less time, which improves sales productivity. It can also be referred to as a List Batching.

The underlying strategy used in the List Batching enables equal allocation of unique records in the Lead Pool List among the users (Sales Reps) automatically. This feature will be enabled on a request basis.

The Administrator or Sales Manager (with admin rights) can assign a Lead Pool List to the users. This will be directly added to the assigned user's Lists tab. From there, they can upload into the Dialing Session tab and initiate the dialing session.

Upon availing of this feature, a new section Lead Pool will be enabled in the Add Records from Salesforce/CSV window.

Select the option This is a Lead Pool list to enable this list to be used for a Lead Pool session while uploading the list. If you do not select this, the list will be considered a normal call list and will not be available for selection for a Lead Pool Session.

Once you have selected the above option, the following fields will be enabled.

Batch size of Prospects (Assign to a user each time) – Set the number of records to be assigned to each user at a time. For example, If your Lead Pool list contains 1000 records and the batch size is set to 200, then a batch of 200 records from the Lead Pool list will be equally allocated to the assigned users automatically.

Retain Prospects for (Days) – Specifies how long the records will remain in the assigned user's Dialing Session tab if they haven't been continuously worked on. After the specified number of days, unprocessed records will be automatically moved from the Dialing Session tab to the Lead Pool list. This ensures that unused prospects can be reallocated to other users. For example, if you set Retain Prospects For to 3 days, any records not dialed or contacted by the sales rep within 3 consecutive days will be moved back to the Lead Pool list

Assign Users – Option to assign the list to specific team members. Click this option and select the Team Member(s) from the dropdown. Koncert will equally allocate the records to the selected users based on the batch size.

NOTE:

The Info icons display tooltips describing the respective fields when hovered over.

Click Next to configure the List Settings for the selected list.

You can see the added Lead Pool list in your Lists tab, highlighted in ‘light blue’.

Also, the lead pool list will be uploaded to the assigned users' Lists tab for dialing. From there, they can import and initiate a session.

Merge List

Starting from this version, Koncert introduces a new feature Merge List, which enables users to combine multiple lists into a single unified list. This list merge feature is applicable only for static lists i.e. CSV lists, only in the Standalone Org or Standalone Org integrated with any Sales Engagement Platforms.

It allows merging a minimum of two lists and a maximum of four. Once the lists are merged, the individual lists will be archived and moved to the Archived Lists section.

A new option Merge has been added to the Actions button.

Select the call lists that you wish to merge. Then, click the option Merge.

After the Merge List window opens up, enter a name for the merged list.

Once saved, a unique merged List will be created.

The individual lists will be moved to the Archived Lists section, where they can be unarchived later if needed. Once the file is merged, it can be uploaded to your session to start dialing.

NOTE:

You are allowed to merge the lists, which were previously imported into the Dialing Session tab, directly in the Lists tab. In case, if you are uploading a new CSV list into the Lists tab and then trying to merge, then the below alert will be displayed.

It's important to note that if the lists you are attempting to merge are active in the dialing session, an alert message will be promptly displayed.

While uploading the merged list containing more than 2000 records, it will take some time to upload into the Dialing Session tab. The alert will be displayed in case it takes a longer time to upload. You can click the link to check the uploading status under Settings » Import Queue.

Feature Restriction: Export Call Lists

Based on best practices implementation, Koncert has restricted users from exporting their call lists from the Lists tab. However, this functionality has now been accessible to only Managers and Admins.

The Export option under the Action button in the Lists tab will no longer be available for standard users.

Analytics

New column Caller ID type

Starting from this version, a new column Caller ID Type has been added under the Analytics » All Dials sub-tab as well as the Advanced sub-tab. This column will be applicable only for the following reports under the Advanced sub-tab.

All Calls Report
Weekly Summary report
Talker Call Disposition Report

The Caller ID Type column provides valuable insight into the type of Caller ID used for dialing prospects. Users can easily discern whether the Caller ID is a Custom Caller ID, Personal Caller ID, Random, or Mapped Area-Based Caller ID.

This addition ensures a consistent and enriched user experience, allowing for better analysis and decision-making.

All Dials - Email Column

A new column Email has been added under the Analytics » All Dials sub-tab as well as the Advanced sub-tab. This column will also be available in the following reports under the Advanced tab.

All Calls Report

Talker Call Disposition Report

Call Recordings

Never Record Calls

Starting from this version, Koncert introduces the Never Record Calls feature, available under the Call Recordings » Permissions sub-tab. This feature enables users to restrict call recordings for specific states irrespective of the option selected under the Call Recording Settings (Two Party Consent).

A new checkbox Never record calls (For specific states) has been added. Upon selecting the checkbox, a Select State dropdown appears where users can choose the states to which the call recordings will be restricted.

After selecting the desired states, users can save the details by clicking anywhere on the screen. The selections will be saved accordingly.

NOTE: If users clear the selected states and save the details, the Never record calls (For specific states) checkbox will be automatically disabled.

This enhancement provides users with greater control over call recording settings, allowing for tailored configurations based on specific state regulations.

Display Limitations

Koncert displays recordings under the Call Recordings tab and the Analytics tab only for connected calls i.e. for outcomes, which are marked as Conversation under Administration » Call Dispositions for both AIPD and AIFD dialers.

Also, the call recordings for the outcomes Left Voicemail and Transferred to VM/IVR, will not be displayed even if they are marked as Conversation.

This streamlines the review process for call recordings, saving time for managers and administrators, and helps users focus on meaningful connections by filtering out less significant call outcomes like voicemails or IVR transfers.

Caller IDs

Custom Caller IDs - Heat Map & Heat Map History

The Heat Map feature allows the users to view the actual usage details such as the number of calls made per day (Actual Heat) and the maximum number of allowed calls per day (Max Heat).

The Heat Map History allows the users to view the day-wise count of average dials made using Caller IDs purchased from Twilio within a specific area code over the last 30 days.

Those features are now available under the Custom Caller IDs sub-tab. This enhancement allows you to view usage details for both purchased from Twilio and manually added custom Caller IDs. This is currently only applicable to Caller IDs associated with US and Canada.

Previously, those features were only available in the Mapped Caller IDs sub-tab.

This enhancement provides users with comprehensive insights into the usage of their Custom Caller IDs, ensuring better management and optimization of call activities within specific area codes.

Administration

Sortable Parking Lot Rules

Starting from the version, Koncert introduces the ability to sort parking lot rules in the Administration » Parking Lot tab either in Ascending or Descending order.

Inbound Call Notification

In general, Koncert allows to receive incoming calls from a prospect to the user through the Caller IDs.

Starting from this version, Koncert introduces an Inbound Call notification feature, which notifies the users about incoming calls from prospects. This notification will be visible across all the tabs within the Koncert application.

The notification will be displayed regardless of the user's activity within the application, ensuring they are promptly alerted to incoming calls.

NOTE: Users must have set their default call forwarding number under the Workspace » My Profile » Inbound Forwarding Number for Callbacks field. If the forwarding number is not set, notifications will not be displayed.

New AI Engine Outcomes

Starting from this version, Koncert introduces new call outcomes for the AI Engine to provide a clearer and more detailed analysis of the AIPD and AIFD products. These outcomes will be automatically logged for corresponding actions, enhancing visibility and understanding of call results.

In addition to this, the label Went to IVR previously used for IVR calls has been replaced with Phone Tree to provide more accurate and descriptive logging of call outcomes related to phone tree interactions.

Busy

- Line is Busy

Failed

- AI Engine can't identify, but temporary failure or disconnected congestion or wrong number.

Phone Tree

- AI Engine recognizes Phone Tree but the auto navigation is not turned on.  Examples: Automated Voice System, Company Directory, or Dial by name Directory.

Phone Tree - Name Found

- This outcome will be used only when Phone Tree Navigation is turned on and AI detects the prospect name in the Phone Tree directory.

Phone Tree - Name Not Found

-   This outcome will be used only when Phone Tree Navigation is turned on and AI is unable to recognize or detect the name in the automated system.

Phone Tree - No Company Directory

- This outcome will be used only when  Phone Tree auto navigation is turned on and AI is unable to detect a Company Directory.

Went to Voicemail - Name Found

- AI detects the name in the Voicemail greeting.

Went to Voicemail – Last Name Found

- AI detects the last name part of the Voicemail greeting.

Left VM (AI) - Name Found

- If the user enables pre-recorded voicemail and AI drops the voicemail and recognizes the name in the Voicemail greeting.

Left VM (AI) - Last Name Found

- If the user enables pre-recorded voicemail and AI drops the voicemail and recognizes Prospect’s Last name in the Voicemail greeting.

Settings

Import Queue

In this latest version, Koncert introduces the Import Queue sub-tab under the Settings tab, providing users with visibility into bulk jobs/tasks submitted during list uploading or importing and their processing status.

The Import Queue is enabled on a request basis. It is particularly useful for uploading or importing large lists containing more than 1000 records.

For instance, if you are importing a list that contains more than 2000 records into the Dialing Session tab, in this case, the import task is added to the Import Queue and users can track its status from this tab.

The available columns are:

Job Type – Job/task submitted for process

Start Time – Date & Timestamp when the job/task is processed

End Time – Date & Timestamp when the job/task ended

Status – Status for each job/task (In Progress, Success or Failure)

An Info icon is available next to each task under the Status column. Clicking on it opens the Import Status window, which displays the upload status of each list, including the number of records imported/processed.

List Names – Name of the list processed in a job/task

This enhancement enhances transparency and allows users to monitor and manage list importing tasks more effectively.

Connect Notification (Beep)

In this version, a feature Connect Notification (Beep) has been added under the Settings » General sub-tab, which allows you to personalize the volume of the beep sound.

When the AI transfers a call to the prospect during an AIPD session, users will hear the beep sound volume according to their chosen preferences

Now, you have the flexibility to choose from three options:

Short: Opt for a subtle, low beep sound.

Med: Select a moderate volume for the beep.

Long: Set a higher volume for the beep sound.

Click on the desired position on the slider bar to select the preferred duration level.

This enhancement provides you with greater control over your calling experience, allowing you to customize the notification sound to your preference.

Salesfloor

Call Blitz Rooms

Koncert’s Remote Salesfloor is a unique feature designed to bring the traditional salesfloor workspace experience into the virtual realm. It allows your sales teams to collaborate, connect, coach, and engage like never before, all within a virtual environment.

Koncert has integrated a new feature Call Blitz Rooms directly within the Salesfloor, allowing you to create and manage separate virtual conference rooms enhancing collaboration capabilities for all users.

Create Call Blitz Room

In the Salesfloor panel, click on the Call Blitz Rooms option and then click the button.

After the Create a Call Blitz Room window pops up, select the following:

Name – Enter a unique name for the room.

Private room – Select this option to designate a room as private. Once selected, the Users dropdown will become enabled. Only the selected users will access this room.

Users – Choose the users from the dropdown list to grant them access to this private room.

Make this room Permanent – By default, the created room will last only for 24 hours. If you want to make the room permanent, select the checkbox Make this room Permanent. This checkbox will be available only for Admins, Managers, and Managers with Admin access. Click OK to create the room.

The created room will be displayed as shown below:

Anyone can create Call Blitz rooms, providing flexibility and efficient outreach efforts, maximizing your team's call time. All created rooms are visible and accessible to all users, allowing for easy participation.

Admins have the ability to delete any Call Blitz rooms, regardless of who created them. Users and Managers can only delete rooms they created themselves, preventing accidental disruption of ongoing meetings.

Joining a Call Blitz room won't disconnect you from the main Salesfloor Room. This flexibility allows you to seamlessly transition between the Call Blitz Room and the main Salesfloor Room.

After joining the Call Blitz room, you can use features like screen sharing, video conferencing, and chat to effectively work together with your team members. These tools allow for better communication, collaboration, and sharing of information during your call sessions.

This integration aims to streamline discussions and interactions within the Salesfloor environment, ensuring a productive and seamless experience.

Spotlight

Koncert introduces a new feature called Spotlighting, designed to enhance collaboration and support within teams during live calls. Spotlighting allows you to listen in to a user's dialing session and offers visual cues to indicate who is being spotlighted and who has initiated the spotlighting process.

With Spotlighting, all users have the ability to spotlight a colleague, providing valuable insights and assistance in real-time.

How Spotlighting Works:

To spotlight a user, simply navigate from the Call Blitz Rooms to the Salesfloor room and click on the Listen icon on the respective user's tile. Upon returning to the Call Blitz room, users will notice a Binocular icon displayed under their tile, indicating that they have initiated spotlighting. The Spotlight icon on the other user’s tile indicates that the user is being spotlighted.

You can see the tooltips when hovering over the respective icons.

Users who have initiated spotlighting can listen to live calls. This new feature streamlines communication and collaboration during sales calls, improving overall team performance and efficiency.

Swap Rooms

Koncert has introduced a new Swap feature that allows users to switch the Call Blitz room from the small tile view in the Side Panel to an expandable view on the main screen at any time.

To use this feature, users must join both a Salesfloor room and a Call Blitz room. Once both rooms are active, users can click the Swap icon in the side panel to show the Call Blitz room from the small tile to expandable view the main screen.

This enhancement simplifies room management, allowing seamless switching between the Salesfloor and Call Blitz rooms as needed.

Workspace

Enable Caller ID Managed Service Restrictions

Enable Caller ID Managed Services checkbox for the Mobile Phone and Direct Phone fields will be enabled only for the country United States i.e. when the Country field is set to the United States.

This checkbox is disabled for users outside of the United States.

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.

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