The Koncert (Dialers) Spring '22 Release includes significant enhancements that will bring you a better Koncert experience.
This article provides you an overview of the enhancements added to Koncert (Dialers) Version 11.0.
The topics are as follows:
▼ My Lists
Referral Email ID Validation
From Koncert Version 11.0, an alert message ‘Another prospect with this same email id already exists’ will be displayed in the Call Disposition window when the Referral information for a prospect with an existing email address is saved.
US Timezones for UK & Singapore Users
For UK and Singapore users, Koncert offers the option to dial prospects in different timezones in the United States. The following US time zones have been added to the Before You Begin and List Dialing Settings windows so that UK or Singapore users can select and dial prospects in the respective US time zones:
○ US EST
○ US CST
○ US MST
○ US PST
Before You Begin
List Dialing Settings
Outreach & SalesLoft – Call Activity
There was an issue in the previous version of Koncert, where the call activity (Call Result - Qualified Lead, Meeting Scheduled, etc.) for calls made to a prospect's first number was only updated on the SalesLoft/Outreach's Prospect page, even though calls were made to the prospect's alternative phone numbers.
This has been addressed in Koncert Version 11.0. Koncert will now update the call activity for all the calls made through the Koncert dialers.
Before You Begin – Inclusion of a confirmation message
From Koncert Version 11.0, a confirmation message below will be displayed when selecting the starting point either Where I Left Off or From Row in the Before You Begin window, after reinitiating the dialing session with changes made in the Dialer Setup section.
Click OK to begin the diaing session from Row 1 or click Cancel to continue the dialing from the selected starting point.
Phone columns to dial
As part of Spring ’22 Release, a new feature ‘Phone columns to dial’ has been introduced to increase the Connect Rate ratio by allowing the users to establish more connects. By default, this feature will be enabled for all the existing Orgs after upgrading to the latest Version 11.0.
NOTE: Please contact Koncert Support at email@example.com to disable this feature.
Removing phone columns or phone column with a valid contact number could result in a low connect rate. In order to avoid this, few alert messages will be prompted in the following screens in different scenarios:
Scenario 1 – Feature enabled/Existing Org upgraded to the latest Version 11.0
- By default, all the available phone columns of the Org will be displayed in the ‘Phone columns to dial’ field of the Import New List, Add Records From CSV, List Dialing Settings, and Import New List – Cadence windows.
While uploading a new list from the aforementioned windows, an alert message below will be displayed when attempting to remove any phone column from the ‘Phone columns to dial’ field and clicking the Next button.
Click OK to remove the phone column field or click Cancel to stop the process.
NOTE: Lists that were previously uploaded get displayed only with the selected phone columns upon clicking the Settings icon for a list in the My Lists tab. After editing the list as needed and when clicking the Save button in the List Dialing Settings window, an alert message below will appear forcing you to select all the available phone columns in the ‘Phone Columns to be Dialed’ field.
- The 'Phone' field in the Before You Begin window will be displayed and selected with all the available phone columns of the Org, so you can connect prospects with either one of their phone numbers, which helps to increase the connect rate.
An alert message below will be displayed when attempting to remove any phone column from the ‘Phone’ field and clicking the Begin Dialing button:
Click OK to keep the selection and proceed or click Cancel to stop the process.
Upon clicking OK, an alert message below will be displayed if the removed phone column field has a phone number:
Scenario 2 – Feature disabled on request/New Org
- The field ‘Phone Columns to dial’ has been removed from the Import New List, Add Records From CSV, List Dialing Settings, and Import New List – Cadence windows to prevent users from picking the phone columns to dial.
- In the Settings » General tab, a new section ‘Phone Columns to Dial & Order of Dialing’ has been added where all the available phone columns of the Org will be displayed and selected by default.
Please refer to the section Settings tab Enhancements for detailed information.
In Koncert Version 11.0, all the custom phone fields have been made mandatory. Hence, when attempting to remove any of the phone columns from the Customize Columns section (Selected Columns pane) in the Settings » General tab, an alert message below will be displayed:
Outreach & SalesLoft – Select and import all the Call List
A new checkbox ‘Select All’ has been added to the Import New List for Outreach and Import New List for SalesLoft windows to select all the available steps at once for the Sequence/Cadence selected while importing the Call List. This gets rid of the need to select each touch/step individually while importing.
Outreach – Import Call List Enhancements
In Koncert Version 11.0, the following changes/enhancements have been made in the Import New List for Outreach windows:
- A new option, ‘Manual Calls’ has been added that imports only manual call lists from all pending calls in Sequence/Cadence.
- Also, a new option ‘Contact Name’ has been added to the ‘Import Task by’ dropdown, which will import prospects based on the Contact Name in either ascending or descending order.
Outreach – Call List Import based on Prospects Phone Status
In Outreach, users can validate and mark the prospects' phone numbers as valid or invalid, or leave them blank.
A new validation has been introduced in Koncert's My Lists tab. When importing a Call List from Outreach, Koncert will verify the aforementioned phone status of prospects and only import prospects that have valid phone numbers.
Removal of Caller ID ‘Random’
In Koncert, the Caller ID ’Random’ allows picking any available Mapped Caller IDs randomly during the dialing session.
Due to Twilio integration, the Mapped Caller ID feature has been made available on a request basis. Hence, the Caller ID option ‘Random’ will be available in the ‘Before You Begin’ and ‘List Dialing Settings’ windows, only if the Mapped Caller ID feature is enabled upon request.
Import Status window – Removal of missing/invalid Email field
In Koncert, the Import Status window displays the upload status of each file (a maximum of four files) that are uploaded from the My Lists tab to the My Session tab for dialing. If any records fail to upload due to duplication or missing contact names or missing/invalid phone numbers or missing/invalid emails are being displayed in the Import Status window.
In Koncert Version 11.0, the field Missing/Invalid Email(s) has been removed from the Import Status window.
Lead Pool Session – Reintroduced in the new platform
Our most innovative feature Lead Pool Session has been reintroduced in our new platform, which enables users to connect with more decision-makers in less time. Thus, improving sales productivity.
Instructions for Dialing Agents – Label Name Change
In Koncert Version 11.0, the label 'Instructions for Dialing Agents' has been renamed to 'What is the call regarding?' on the following tabs/screens:
- My Lists » List Dialing Settings - <List Name> window
- My Lists » Import New List window
- My Lists » Import New List - Cadence window
- My Lists » Add Records From CSV window
- My Session » Before You Begin window
Also, a new Info icon has been introduced and placed adjacent to the What is the call regarding? field with tooltip information, as shown below:
Tooltip information guides the user (Sales Rep) as to what information or instructions to provide to the Dialing Agents when a Gate Keeper or an Operator enquires about the call. Please share the information of the product or service you are offering. You do not need to include your name or company name as our agents will have that information.
Add Records From CSV – Inclusion of a confirmation message
From Koncert Version 11.0, a confirmation message below will be displayed when one or more CSV columns failed to be mapped to Koncert fields in the Add Records From CSV window » Set Column Mappings section and you attempt to save the mapping (by clicking the Next button) while importing prospects from CSV file.
Click OK to proceed or click Cancel to go back and fix the mapping.
NOTE: You cannot skip the mapping for the mandatory columns (Account Name, First Name, and Last Name). When you attempt to skip, an alert message below will be displayed. Click OK.
Playback Call Recording
Generally, you can listen to a Call Recording of a user by clicking the Play icon in the View Call Recordings window from Koncert, or by clicking the URL of the Call Recording of a prospect in any CRM. Clicking the Call Recording URL of a prospect will open a player/listening window within the tab to listen to the recording.
In Koncert Version 11.0, to improve visual experience, the player/listening window will be opened in a separate tab with a black background in the same browser.
Call Rating Window Enhancements
In Koncert Version 11.0, the following enhancements/changes have been made in the Call Rating Window:
- A new Play icon has been added above the player in the Call Rating Window, which will playback the recording in a separate tab with a black background in the same browser when clicked.
- The Share button next to the player has been moved adjacent to the newly added Play icon , as shown below:
Default ‘Follow up Subject’ and ‘Follow up Due Date’
Two new fields ‘Followup Subject’ and ‘Followup Due Date in Weeks’ have been added to the Administration tab » Edit Org Level Information window. This allows the managers to define the default values that would be auto populated in the Call Disposition window » Follow Up section, upon selecting the call result ‘Follow Up’.
Outreach & SalesLoft – Creation of Custom Fields
A new sub-tab Custom Fields has been introduced in the Koncert's Administration tab to bring up the Outreach/Salesforce custom fields and enable them to be used in the Koncert portal.
By default, Koncert includes the standard fields of SalesLoft/Outreach, which are mandatory and cannot be deleted.
You can add custom fields from the SalesLoft/Outreach by clicking the Add a field from SalesLoft / Outreach button at the top-right.
Upon, clicking the Add a field from SalesLoft / Outreach, a new dropdown will be enabled under the SalesLoft / Outreach Fields column. Select the required field that you want to enable in Koncert and click the Save Settings button to save the field.
Removal of duplicate activities
There was an issue in the previous version of Koncert, where the activities (like Call Connected, Left VM, etc.) performed in the Koncert portal for Outreach prospect were updated multiple times or duplicated in the Outreach’s Prospect page.
This issue has now been resolved in Koncert Version 11.0.
‘Follow up Activity’ not updated
There was an issue in the previous version of Koncert, where the Follow up activity for the scheduled call in the Koncert portal (via Call Disposition window) for SalesLoft prospect was not updated on the SalesLoft’s Prospect page.
This issue has now been resolved in Koncert Version 11.0. Follow up activity for the scheduled call will now be updated on SalesLoft’s Prospect page.
Call Disposition window – SalesLoft Sentiment
Koncert allows to map its Call Dispositions with the SalesLoft Dispositions and SalesLoft Sentiments on request basis, under the Settings » Third Party Integration tab » Call Disposition Mapping section.
After successful mapping, the Sentiment dropdown in the Call Disposition window will be auto-populated based on the selection of disposition (call result).
NOTE: The dropdown Sentiment will be made available for selection in the Call Disposition pop up on request basis.
The Call Result and Sentiment selected in the Koncert's Call Disposition window will be communicated and displayed in the Activity section of the propsect's page in SalesLoft. As long as the Sentiment dropdown is not requested to be enabled in the Call Disposition window, the Sentiment mapped with the selected Call Result will also be displayed in the Activity section of the prospect's page.
The following changes/enhancements have been made in the Call Disposition window for HubSpot users:
Referral tab – Removal of Record Type ‘Lead’
Referral information shared by prospects during the dialing session can be saved under the Call Disposition window » Referral tab as a record type ‘Contact’ or ‘Lead’.
In Koncert Version 11.0, the ‘Lead’ record type has been removed from the Referral tab of the Call Disposition window for HubSpot users.
History tab – CRM Activity Filter
The History tab provides you with up to the last five CRM activities. Also, the Fetch from CRM option helps to retrieve the history.
From Koncert Version 11.0, the Fetch from CRM option has been replaced by the filters ‘Activities’ and ‘Date Range’. Select the desired activity and the date range to filter and view the prospect history for the selected criteria. By default, the options ‘Connected’ and ‘Last 30 Days’ will be selected.
Zoho CRM Integration
Reintegration of Zoho CRM
Zoho CRM has been successfully reintegrated with our new platform, which allows Zoho CRM users to access the Koncert portal and can use Koncert's features.
Settings tab Enhancements
From Koncert Version 11.0 the following enhancements/changes have been made in the Settings tab:
- The Default Tab section has been moved under the Advanced Settings section.
- A new field ‘Open Cadence in a separate window’ has been introduced under the Advanced Settings section. Enabling this will launch the Cadence application or any external links on a separate tab within the same browser.
- A new section ‘Phone Columns to Dial & Order of Dialing’ has been added where all the available phone columns of the Org will be displayed and selected by default.
NOTE: This section will be displayed upon disabling the feature ‘Phone columns to dial’ on request. Please contact Koncert Support at firstname.lastname@example.org to disable this feature.
You can rearrange the phone columns as needed, by clicking the Edit icon .
The phone columns available under the Settings tab will be displayed in the ‘Phone’ field of the Before You Begin window.
Third Party Integration
From Koncert Version 11.0 the following enhancements/changes have been made in the Settings » Third Party Integration tab:
- An alert message below will be displayed when initiating a dialing session by clicking the Begin Dialing button in the Before You Begin window without mapping all 'SalesLoft/Outreach/HubSpot Call Dispositions' with 'Koncert Dispositions' in the Third Party Integration tab.
- Koncert displays an error message 'Email id mismatch' when assigning users to Third Party applications for the organization that does not have the default customize view.
In Koncert Version 11.0, the error message 'Email id mismatch' has been replaced with 'Default customize view is not available'.
Please contact Koncert Support for any questions at email@example.com or 603-952-2505.