The Koncert Dialers October'24 Release includes enhancements that will bring you a better Koncert experience.
The topics are as follows:
Recently Dialed - Last Dialed Date and Time Stamp
Improved Phone Number Validation for Call Me Option
Inclusion of Last Email Subject field
Enhanced Information in Dialing Session Tab
▼ Lists
Instant Refresh of Sequence/Cadence Steps from Sales Engagement Platform
Visibility of Lead Pool settings
Salesforce List Import Restriction for Lead Pool Lists
Lead Pool List Visibility and Edit Permissions for Admins
Call Dispositions and Call Comments for Callbacks
Enhanced Call Comments Visibility in Analytics Reports
Auto-retention of Column Adjustment
Call Recordings Rewind/Forward feature
Call Disposition Selection for Teams
Call Disposition Modification in Koncert
Updated Call Disposition Display and Reporting Fields in Koncert
Enhancements to Follow-Up Subject in Call Disposition
Automatic Disposition Mapping with Sales Engagement Platforms
Editing Call Blitz Rooms in Extended View
Agent Assisted Dialer
We are excited to announce the reintroduction of the Agent Assisted Dialer, a cutting-edge cloud-based power dialing software enhanced by Live Conversation Automation (LCA) technology. This innovative solution is designed to streamline the connection process between Sales Representatives and prospects.
Key Features:
- Seamless Call Transfer: Once a call is connected, Dialing Agents quickly transfer it to Sales Reps, ensuring direct engagement with valid prospects.
- Enhanced Productivity: By delegating non-productive tasks such as auto-dialing, interacting with gatekeepers, and leaving voicemails to Dialing Agents, Sales Reps can concentrate on meaningful conversations that drive results.
- Effortless Call Disposition: After each interaction, Sales Reps can easily log the appropriate Call Disposition and resume their dialing session at their convenience.
The Agent Assisted Dialer empowers your sales team to maximize efficiency and focus on building relationships with prospects, ultimately enhancing overall sales performance.
For more information and to start leveraging the power of the Agent Assisted Dialer, please contact our support team.
Inbound Call Enhancement
The Inbound Call notification feature notifies the users about incoming calls from prospects. This notification will be visible across all the tabs within the Koncert application.
Koncert has enhanced the Inbound Call Notification feature, If the incoming call is from a prospect within a CRM or Sales Engagement platform (e.g., Salesforce, HubSpot, Salesloft, Apollo), the respective platform Icon will now be displayed in the notification window. Also, the prospect’s name in the notification is now hyperlinked.
Clicking on either the icon or the prospect’s name will take users directly to the prospect’s details within the CRM or Sales Engagement platform for easy access.
This enhancement streamlines managing inbound calls by providing direct access to prospect information, ensuring quicker response times and better engagement with prospects.
New Product Icons
As part of the UI enhancement, new product icons have been introduced for the AI Flow Dialer (AIFD) and AI Parallel Dialer (AIPD), enabling users to visually distinguish between the two products.
The previously used AIPD icon has now been repurposed for the Agent Assisted Dialer.
These updates aim to improve user experience by making it easier to identify the specific dialer needed.
AI Flow Dialer (AIFD) –
AI Parallel Dialer (AIPD) –
Agent Assisted Dialing (AAD) –
Dialing Session
Recently Dialed - Last Dialed Date and Time Stamp
The Recently Dialed tab displays a detailed list of prospects that have been recently dialed, along with a Recently Dialed label and count to indicate the number of prospects called.
Previously, the information provided in the Recently Dialed tab included:
- Status of the dialed prospect number
- Contact Name
- Account Name
- Phone Numbers
- Last Outcome of the call
In addition to the above, a new label Last dialed on has been introduced under the Last Outcome column.
This date and time stamp reflects exactly when the prospect was last dialed, improving the accuracy of call tracking and providing users with a clearer timeline of their dialing activities.
In addition, the following filters have been added under the Add Filter option allowing users to quickly sort through recent calls and find specific records based on last dialed outcomes or dialed timestamps.
- Last AI Call Outcome
- Last Attempted Outcome
- Last Dialed Date
- Last Talker Call Outcome
This enhancement helps ensure better visibility of recent interactions, enabling users to follow up more effectively based on precise call timing.
Double Tap - Info Icon
The Enable Double Tap feature under the Settings Summary window » Advanced section enhances the AI's capability to dial phone numbers twice across available columns, effectively doubling the chances of making successful connections.
To enhance user understanding, a new Info icon has been added next to the Enable Double Tap setting.
Hovering over this icon will reveal a tooltip with a brief description of this setting.
Improved Phone Number Validation for Call Me Option
When connecting with the Koncert bridge using the Call Me option, if the phone number entered with the country code prefix contains any spaces or "0," users previously received an alert stating "Invalid phone number or Phone number could not be fetched.
Koncert has enhanced this feature by adding a helpful tip in the Choose Audio option window "Please make sure to remove any spaces or 0's after the country code in the phone number entered."
This update aims to guide users in entering valid phone numbers, reducing errors and improving the overall experience.
Inclusion of Last Email Subject field
A new field Last Email Subject has been added under the Prospect Fields sub-tab in the Call Disposition pop-up as well in the Prospect Information window. This will be applicable only for the prospects/list imported from Outreach.
Enhanced Information in Dialing Session Tab
Koncert has updated the List Metrics pop-up in the Dialing Session tab to improve its user interface and provide more detailed metrics.
The Info icon opens a refined and visually enhanced pop-up upon clicking, offering a clearer view of metrics for improved usability.
In addition, a new International field has been added to the List Metrics pop-up. This field displays the count of international dials made across different phone number types, allowing users to track international dialing activity more effectively.
Lists
CRM Org – Add From CSV option
For new CRM Org users, the Add From CSV feature has been introduced. The Add From CSV option under the Lists tab will be made available by default, allowing you to directly import your CSV list into the Lists tab.
Previously this feature was enabled only upon request.
New Settings on Lead Pool
The following new settings have been added under the Add Records From Salesforce window for Lead Pool Lists.
- Allow Overnight Reset
- Assign By
Allow Overnight Reset
Overnight Resetting in Koncert automatically removes any records that have not been dialed and remain in the Dialing Session tab overnight. Users are required to upload the lead pool list again to dial the records on the next business day. By default this option will be selected.
This process ensures that only the most recent and relevant records are available for dialing the following day, helping users streamline their dialing operations and focus on the most current prospects.
Assign By
Koncert now allows managers to assign Lead Pool Lists to teams. Managers can choose either one of the below options:
- Users: Upon selecting this option, Assign by Users will be available and you can select the users as needed.
- Teams: Upon selecting this option, Assign by Teams will be available and you can select the team to which the list will be assigned.
Once the team is selected, the Lead Pool List will be assigned to all users within that team.
NOTE: After importing the list into the Lists tab, the Lead Pool List will be available or unavailable to users based on their addition or removal from the team under the Administration tab.
Instant Refresh of Sequence/Cadence Steps from Sales Engagement Platform
Koncert allows instant refreshment of steps added in the Sequence/Cadence from Outreach/Apollo/Salesloft and contains those newly added steps, when the same is uploaded into Koncert.
Koncert now allows for instant refreshment of newly added steps in your sequences and cadences from Outreach, Apollo, or Salesloft. When you update your sequences/cadences in these platforms and subsequently upload them into Koncert, all newly added steps will be included automatically.
This enhancement ensures you always work with the most current information while eliminating the need for manual adjustments or re-uploads, allowing for a smoother, more efficient user experience.
Visibility of Lead Pool settings
Koncert has introduced new functionalities to enhance the management and visibility of Lead Pool settings, providing users with more detailed information about their list distribution.
A new Info icon has been added next to the Lead Pool list name. Clicking this icon will display comprehensive details about the Lead Pool, enabling better lead management and decision-making.
- Total Prospects – Shows the total number of prospects in the Lead Pool List.
- Remaining Dialable Prospects – Indicates the number of prospects within the Lead Pool to be assigned.
- Batch Size of Prospects – Displays the number of records assigned to each user at one time, providing clarity on the distribution process.
- Retain Prospects for (Hours) – Specifies how long records will remain in the assigned user's Dialing Session tab if not actively worked on. Records that are not processed within this time frame will automatically return to the Lead Pool list.
- Non-Dialable Prospects – Shows the total number of prospects that cannot be dialed i.e. Do Not Call, Parking Lot or Invalid numbers.
- Timezone – Displays the specific count of phone types categorized by US timezones (EST, PST, MST, CST, International and Toll Free).
- Assigned Users – Lists all users currently assigned to the Lead Pool list, offering a clear view of user assignments.
This update simplifies the management of the Lead Pool List by providing essential information at a glance. The added Info icon ensures that users can easily monitor lead distribution, understand assignment rules, and manage their prospects effectively, leading to improved productivity and better lead pool list handling.
Salesforce List Import Restriction for Lead Pool Lists
Koncert has implemented a new restriction to prevent the importing of the same Salesforce list more than once as a Lead Pool List, even if imported by the same or different Admins/Managers within the organization.
Admin/Managers are now unable to import the same Salesforce list as a Lead Pool List multiple times. If an attempt is made, an alert message will be displayed as shown below:
The Admin/Managers can only re-import the Salesforce list if the existing Lead Pool List is archived or deleted, ensuring no duplicate lists are created and maintaining data integrity.
This enhancement streamlines lead management by reducing redundancy and ensuring a more organized and efficient workflow within the organization.
Lead Pool List Visibility and Edit Permissions for Admins
Koncert now grants full visibility of the Lead Pool List to all admins within the organization, enhancing collaboration and management capabilities.
All admins/managers with admin access in the organization can now view and edit the Lead Pool List imported by other admins/managers within the organization, improving transparency and shared access across teams.
This enhancement fosters improved teamwork among admins while ensuring proper safeguards are in place for managing lead data.
Analytics
Call Dispositions and Call Comments for Callbacks
We are pleased to announce that Koncert now allows users to add call dispositions and comments for these calls. Users can also edit or remove these entries as needed. This enhancement will help ensure better tracking and management of callbacks.
Previously, users were unable to add call dispositions and call comments for callbacks.
Enhanced Call Comments Visibility in Analytics Reports
Koncert displays the Call comments in the following reports under the Analytics tab.
- All Dials
- Advanced
- AIFD – All Dials
- AIPD – All Dials
To enhance user understanding, a new Info icon has been added next to the Call Comments column.
Hovering over this icon will reveal a tooltip with a brief description of this column, providing clarity and context for the data presented.
Auto-retention of Column Adjustment
In general, Koncert allows you to resize columns across all reports under the Analytics modules to suit your preferences.
Now, Koncert remembers your adjustments even when you navigate away and come back to the same screen. This feature aims to provide a more personalized and efficient user experience.
Display of Date Stamp for Selected Date Range in Analytics
Previously, the Analytics module did not display the exact start and end dates next to the date range field above the report grid when filtering records.
Now, when a date range is selected (for example, "Current Quarter"), the specific From and To dates for that range will be shown. For instance, if you filter records based on the Current Quarter, the corresponding start and end dates will be visible alongside the label.
This enhancement improves clarity and enables users to easily reference the exact date range applied to their filtered data.
Inclusion of Columns
The following three columns have been added under the Call Session Summary sub-tab in the Analytics module.
- Dial Time: Total duration of dial time during session (in hh:mm:ss format) / Total number of Dials/Call Duration (in hours).
- Talk Time - Total time connected with prospects in HH:MM:SS format.
- Session Time - Total time from when a user started a session to when they ended the session in HH:MM:SS format.
Call Recordings
Call Recordings Rewind/Forward feature
We are excited to introduce the Rewind/Forward feature for call recordings while playing the Call Recordings in the View Call Recording window as well as the Call Transcript window enhancing user experience and ease of navigation.
- Forward Functionality: Users can now skip ahead in a recording, allowing for quick navigation to specific segments without having to listen to the entire call.
- Rewind Functionality: Users can easily go back to the previous sections of a recording, making it simpler to revisit important points.
This feature aims to improve efficiency in reviewing calls, ensuring that users can quickly access the information they need. Enjoy seamless playback control with these new enhancements!
Enhanced Call Recording Alert
Koncert has modified the alert. When a user attempts to add a recording that is already present in the Library, an alert message will be displayed, indicating the date the recording was originally added.
This feature helps users stay informed about existing recordings and manage them more efficiently.
Administration
New Advanced Section
Koncert has introduced a new section named Advanced under the Company Setup tab. This section includes the following options:
- Allow Koncert to review calls: This feature allows administrators to enable or disable the Koncert team to listen and review your call recordings. By default, this option is set to No.
- Enable AI Summary: This feature allows administrators to enable or disable the AI Summary Generation for the organization. By default, this option is set to Yes, ensuring that the AI summary feature is active for all users.
The Info icon is available next to each field. Hovering these icons will display a tooltip with a brief description.
This enhancement provides administrators with greater control over AI functionalities within their organization.
Call Disposition Selection for Teams
A new option Choose Call Dispositions has been added under the Add a New Team window. Admins can now select specific call dispositions for each team. Only the selected dispositions will be available and visible to users belonging to that team in the Call Disposition window.
To select all dispositions in the dropdown menu at once, click All Dispositions, and to deselect all dispositions, click None.
Once a team is created, the selected dispositions will appear under the Dispositions column in the Teams tab.
The Admins can edit these dispositions at any time, providing flexibility in managing team-specific dispositions.
In addition, the Teams column has been introduced under the Call Disposition sub-tab to list the names of teams assigned to each outcome.
Call Disposition Modification in Koncert
Koncert has enhanced the Call Disposition management interface in the Call Disposition Sub-tab for improved usability. Previously, users had to click on a disposition to open the Edit Call Disposition window for modifications.
Now, checkboxes have been added for the columns Bad Data?, Conversation?, Positive?, Meeting?, and Call Recording?.
Users can easily check or uncheck these options directly from the grid, streamlining the editing process and making it quicker and more intuitive. If needed, they can still open the Edit Call Disposition window for further modifications, with changes reflecting in both places.
This new checkbox format replaces tick marks or crosses, enhancing visibility for selected options. Overall, this update reduces extra steps and significantly improves the user experience when configuring call dispositions.
Updated Call Disposition Display and Reporting Fields in Koncert
Koncert has made significant enhancements to its reporting capabilities in the Analytics module by streamlining the Call Disposition settings.
The Enabled for Report field from the Add/Edit Call Disposition window and the Report? column from the Talker Dispositions list have been removed under the Call Disposition sub-tab. Previously, only dispositions marked as Yes in this field were included in reports.
All call dispositions will now be displayed in the Analytics module by default. This change ensures that users have access to comprehensive reporting across all dispositions without the need to configure individual settings.
In the AI Engine Dispositions grid, only the Active? and Select Automation columns are now visible, as other columns are removed. This streamlining enhances usability and focuses users on the most relevant information.
Enhancements to Follow-Up Subject in Call Disposition
New mail merge values have been added to the Follow-Up Subject field under the Company Setup » Call Disposition section. The available options are:
- Prospect Name
- Account Name
- Call Outcome
Users can select the mail merge values they want to include in the follow-up subject. This selection will be reflected in the Call Disposition window. For example, if Account Name and Prospect Name are chosen, the follow-up subject will automatically populate with the current dialing prospect’s name and associated account name, along with the default follow-up subject Callback.
This enhancement allows for more personalized and relevant follow-up communications.
Automatic Disposition Mapping with Sales Engagement Platforms
Koncert has streamlined disposition handling by automatically replacing the call dispositions from authorized Sales Engagement platforms (Salesloft, Outreach, or Apollo) to/with Koncert dispositions.
Users can view and modify these dispositions as needed in the Call Dispositions sub-tab.
Default Disposition Mapping:
- For Outreach Users:
Dispositions of Answered type from Outreach are enabled as Conversation in Koncert, while dispositions of Unanswered type are not enabled as Conversation.
- For Apollo Users:
Dispositions of Connected type from Apollo are enabled as Conversation in Koncert, while dispositions of Not Connected type are not enabled as Conversation.
For both Outreach and Apollo users, dispositions containing the terms Meeting or Follow are marked as Positive Conversations in Koncert.
This enhancement offers greater flexibility and precision in call disposition management, streamlining workflows across Sales Engagement platforms and Koncert.
Remote Salesfloor
Editing Call Blitz Rooms in Extended View
Koncert enables users to edit Call Blitz rooms by clicking the Edit icon next to each room name in the Call Blitz room tile.
Now, the Edit icon is also accessible in the extended/full view mode. By clicking this icon, users can easily add and invite another person to an existing Call Blitz room.
When a user is added, a notification will be sent to the invitee, as long as they are connected to the Remote Salesfloor panel or Remote Salesfloor room.
Display of List Name
During the session, attendees can see the host's current call status. When the host is on call, the On Call status appears, with an Info icon.
When an attendee clicks the Info icon, a tooltip appears with the following details:
- Contact Name
- Title
- Account Name
- Product Type used for dialing
Along with the above mentioned fields, a new field List Name has been added displaying the name of the list to which the prospect belongs.
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.