What Inconcert does

Inconcert is a private CX technology company founded around 2000 and headquartered in Madrid, Spain, operating across 29 countries on four continents through wholly-owned subsidiaries in Colombia, Peru, Mexico, Spain, Uruguay, and the United States under the Inconcert Holdings S.L. parent. The company sells an integrated omnichannel CX ecosystem composed of six core products: Inagent (autonomous AI agents for voice and text), Inconnect (cloud contact center with native WhatsApp Business Calling), Infunnel (marketing automation and CRM), Inspeech (speech analytics and quality monitoring), Inteam (workforce management), and Intrack (ticket tracking). Architecture is built on a multi-agent AI framework with native ISO/IEC 42001:2023 AI governance certification, supporting CRM/ERP integration, real-time cross-channel context preservation, and a Meta official partnership for WhatsApp Business Calling.

Inconcert targets enterprise and mid-market customers in telecommunications, education, healthcare, collections, BPO, financial services, retail, transport and logistics, and government, with named customers including UTEL, Mentius, BSL, MedContact Center, Verisure UK, Primax, and Hughes Mexico. Revenue is generated primarily through annual SaaS subscriptions for the core contact center and marketing automation stack, plus usage-based monthly billing for AI agents (tiered by voice minutes and text messages), supplemented by professional services, custom integrations, the Inconcert Academy training program, and 24/7 technical support. Pricing is quote-based with tiered contact-volume and AI-usage structures. Go-to-market combines sales-led direct enterprise engagement, a partner program with regional VARs (Advance SPC in Ecuador, Nuveto in Brazil), and proprietary event-driven demand generation (Inconcert Sunset dinners, Executive Forums, participation in Global CX Forum, CRIC Chile, and Expo Relación Cliente).

The company has recently reinforced its leadership with a new CEO (Álvaro Grande), new COO (Sergi Figueras Casademunt), two Heads of Growth, and additional LATAM Directors, while expanding geographically into Brazil and Ecuador and broadening its product surface into Agentic AI and multi-agent systems. AI capability spans text, audio, and multimodal interaction, with autonomous agents, NLP, speech analytics, knowledge retrieval, and predictive lead scoring integrated into the unified platform.

Name

Inconcert

Legal name

Inconcert

Website

https://inconcertcx.com

Company type

Private

Founded year

2000

Operating status

Operating

Headcount range

101–250 employees

Short description

Inconcert is a Spain-headquartered private CX technology company that sells an integrated AI-powered omnichannel ecosystem (AI agents, cloud contact center, marketing automation, speech analytics, WFM, ticketing) to enterprise and mid-market customers in telecom, healthcare, education, collections, and BPO across Spain and Latin America.

Ownership category

akta.pro rank

Product category

Customer Experience (CX) Software / Contact Center as a Service

NAICS

Software Publishers (5132), Custom Computer Programming Services (541511)

SIC

Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Technical & Product Support (Tier 0–2, Troubleshooting) (BPAAABAF)

akta.pro secondary industries

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), General Customer Service & Contact Center Operations (BPAAAAAA), Customer Experience (CX) & Digital Experience (BPAHAEAC)

Keywords

• Customer experience platform
• Cloud contact center
• AI agent software
• Marketing automation software
• Workforce management software

Headquarters

HQ city

Madrid

HQ country

Spain

HQ region

Europe

Offices6 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. SaaS Subscription - AI Agents (Inagent): AI agent solutions sold as subscription with usage-based components (minutes and messages tiers). Pricing tiers based on contact volume ranging from under 12,000 to 150,001+ messages and minute bundles from under 5,000 to 80,001+ minutes.
2. Omnichannel Contact Center (Inconnect): Cloud contact center platform providing omnichannel communications including voice and WhatsApp Business Calling integration.
3. Marketing Automation Platform (Infunnel): Marketing automation and CRM solution connecting digital campaigns (Google Ads, LinkedIn, Meta Ads) with offline contact center operations.
4. Workforce Management (Inteam): Workforce management software for contact center scheduling and optimization.
5. Speech Analytics (Inspeech): Quality monitoring and speech analytics for contact center performance management.
6. Professional Services: Business consulting, custom services, training (Inconcert Academy), and 24/7 technical support offerings.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels7 records

Core offering

Inconcert builds and sells an AI-powered omnichannel customer experience (CX) platform that combines autonomous AI agents, a cloud contact center, marketing automation and CRM, speech analytics, workforce management, and ticket tracking into a single integrated ecosystem. The company targets enterprise and mid-market customers across telecom, healthcare, education, collections, BPO, financial services, retail, logistics, and government, primarily in Latin America and Spain, and complements the software with consulting, custom implementation, training (Inconcert Academy), and 24/7 technical support.

Product overview

Inconcert is a global CX technology company offering an all-in-one AI-powered omnichannel ecosystem for customer experience management. The portfolio consists of six core products: Inagent (autonomous AI agents), Inconnect (omnichannel cloud contact center), Infunnel (marketing automation and CRM), Inspeech (quality monitoring and speech analytics), Inteam (workforce management), and Intrack (ticket tracking), all integrated into a unified platform. The ecosystem connects marketing, sales, and customer service operations across voice, text, WhatsApp, and digital channels with shared data and continuous context. The company also provides professional services including business consulting, custom implementation, Inconcert Academy training, and 24/7 technical support.

Differentiator

Problem solved

Functional benefit

Brands

• Inagent: Autonomous AI Agents that autonomously resolve repetitive conversations and hand off to humans when needed.
• Inconnect
• Infunnel
• Inspeech
• Inteam
• Intrack

Products and services

• Inagent Autonomous AI agent platform that handles customer conversations across voice and text channels, autonomously resolves repetitive interactions, integrates with CRM and ERP systems to execute actions like plan upgrades, scheduling, and order management, and hands off complex cases to human agents.
• Inconnect

Quantifiable outcome

• +91% AI agent resolution rate in customer service
• +10 more outcomes

Named customers9 records

Segments10 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

AI capability10 records

Feature6 records

Partnerships

Seven partnerships are on record, tiered regional and customer.

• Advance SPCregionalChannel Partner/ Reseller/ Distributor · 22 October 2025Advance SPC is a strategic channel partner operating in Ecuador. The partnership focuses on driving AI agent adoption in CX across Ecuador through joint events like 'IA Experience 2025' held in Guayaquil and Quito. Rodrigo Méndez, Business Development Manager at Inconcert, led keynotes at these events, positioning Inconcert as a thought leader while Advance SPC provides local market expertise and distribution.
• NuvetoregionalChannel Partner/ Reseller/ Distributor · 15 January 2025Nuveto is a strategic partner for Inconcert's market entry into Brazil. The partnership marks a new chapter in Inconcert's Latin American expansion, leveraging Nuveto's extensive regional experience and established market presence to accelerate adoption of AI agents and omnichannel CX solutions in the Brazilian market.
• PrimaxcustomerTechnology or IntegrationPrimax Colombia is a customer using Inconcert's Inagent and Inconnect solutions for omnichannel AI-powered customer experience. Primax participated in CX Tech Day Colombia 2025 alongside Inconcert to share their AI-driven CX transformation journey with the B2B and B2C markets.
• Verisure UKcustomerTechnology or IntegrationVerisure UK collaborated with Inconcert to win the Platinum CX Award 2025 for innovation in hyper-personalization of customer experience. This represents a joint innovation partnership where both companies contributed to developing and implementing a highly personalized AI-driven customer experience solution.
• MentiuscustomerTechnology or IntegrationMentius S.A.S. is a customer using Inagent and Inconnect for telecom sales operations. Mentius shared their AI-driven transformation story at CX Tech Day Colombia 2025, demonstrating their 90% inbound WhatsApp conversion rate and 44% reduction in average handling time achieved with Inconcert's solutions.
• APEXOregionalGTM or Marketing PartnerInconcert joined APEXO to drive customer experience innovation in Peru, participating in APEXO 2025 congress with sessions on Agentic AI and real-world AI implementations that generate profitability in the BPO sector.
• DEC MéxicoregionalGTM or Marketing PartnerInconcert joined the Asociación Mexicana de Experiencia del Cliente (DEC México) as part of its commitment to leadership in Latin America, participating in events like the 2º Jueves DEC Mexico.

Scale indicators15 records

Recent moves8 records

Expansion highlights6 records

Broad incumbents

• Genesys: Largest global CCaaS and CX platform with deep enterprise footprint. Comparable to Inconcert because both sell cloud contact center, AI agents, WFM, and analytics to enterprise customers, but Genesys operates at materially greater scale and geographic breadth.
• NICE: Broad enterprise CX and contact center portfolio (NICE CXone, AI agents, WFM, analytics). Comparable to Inconcert on the integrated CCaaS plus AI stack and enterprise target buyer, with materially greater scale and an incumbent installed base.
• Avaya: Legacy enterprise contact center vendor transitioning to cloud (Avaya Experience Platform) with AI agent and WFM capabilities. Comparable to Inconcert on enterprise CCaaS plus AI stack and large enterprise customer base, though Avaya's installed base is largely on-premise and undergoing restructuring.

Direct peers

• Five9: Cloud-native CCaaS vendor with AI agent (Genius) and workforce engagement offerings. Comparable to Inconcert as both target mid-market and enterprise customers with omnichannel cloud contact center plus AI automation, though Five9 is publicly traded with a larger customer base.
• Talkdesk: Cloud contact center and AI agent vendor with similar mid-market/enterprise positioning and AI agent roadmap. Closely comparable product breadth (contact center, AI agents, WFM, analytics) and customer segment, though Talkdesk has stronger US/EMEA presence and larger funding base.
• 8x8: Cloud contact center and unified communications vendor with AI agent capabilities. Comparable to Inconcert as a CCaaS plus AI automation platform targeting mid-market and enterprise customers, with overlapping WFM and analytics modules.
• Odigo: European-headquartered cloud contact center provider (Capgemini-owned) with strong presence in France, Spain, and broader EMEA. Comparable to Inconcert on regional European positioning, omnichannel CCaaS offering, and enterprise vertical focus.

Emerging players

• LivePerson: Conversational AI and messaging platform with AI agent capabilities. Comparable to Inconcert's Inagent product in autonomous customer conversation handling, though LivePerson focuses more on text/messaging and operates primarily in North America and Western Europe.
• Cognigy: Enterprise conversational and agentic AI platform for customer service automation. Comparable to Inagent on autonomous AI agent technology and enterprise contact center deployment, though Cognigy is a focused AI-native player without a full CCaaS stack.

Regional players

• Konecta: LATAM-headquartered CX and BPO services provider with growing proprietary technology stack. Comparable to Inconcert on regional LATAM footprint, vertical enterprise customers, and CX/BPO use cases, though Konecta is primarily services-led with technology as a differentiator.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/InconcertCX

Compliance6 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles14 records

Subsidiaries6 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Inconcert