Logiciel service client

Akio.Cx, the omnichannel contact centre software

In order to continuously improve customer satisfaction levels, businesses need to provide a seamless and optimised customer experience, especially at key moments of interaction with clients. Akio Unified, at the heart of the Akio.Cx call centre software, enables you to manage client conversations across all channels – voice, (management of both inbound and outbound calls), email, chat, Facebook Messenger, Twitter…- and with the Akio Analytics module, you can analyse the ‘voice of the customer’ and your e-Reputation.

Discover how our platform can transform your customer experience! 

Akio Unified, customer service software for voice and digital channels

A natively omnichannel tool that allows businesses to manage all communication channels through a unified interface. Robust and scalable, it guarantees an unprecedented level of quality, regardless of the variations in volume. Its collection of web APIs make it easy to integrate with your other CRM tools. 

Augmented agent interface

Environnement Muli-tenant

Ergonomic and simple

- Compatible with any web browser
- Unified interface for all channels
- Vertical menu for navigation and status
- Contextualised interaction management

Datamart

Unified Client File

- 360°view of contacts with each client
- Multichannel history
- Automatic contact recognition

Logiciel service client

Unified omnichannel tool

Traitement de la demande

Seamless views, regardless of the channel

- Switch channels on the same interface
- Simultaneous management of multiple interactions

Distribution des appels

Automatic Contact Distribution

- Intelligent interaction distribution
- Skill and availability criteria
- "Preferred agent" functionality to direct client requests to the agent that handled the previous request

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Voice channel - Telephone, IVR and WCB

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Inbound and outbound calls

- Interactive Voice Server
- Skill based distribution
- Real-time supervision
- Number portability
- All types of special phone numbers

Transfert de la demande

Outbound campaigns

- Preview or progressive dialling
- Access to planned call-backs
- "Preferred agent" functionality
- Integration of external scripts and prospection lists

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Akio.Cx highlights

Picto Intelligence Artificielle

Artificial intelligence and unified interface

- Omnichannel client file
- AI assistant to suggest email responses
- Customisable knowledge base with standard responses
- Direct access to external experts and other services and tools

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Management of activity and customer service teams

- Agent dashboard for personal performance management
- Collaborative desktop for overview of team activity and status of interaction management

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Supervisor tools

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Customisable dashboards

- Easily configure supervision
dashboards and export as wallboards
- Manage individual channels and visualise consolidated KPIs of omnichannel activity

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Real-time Supervision

- Follow your KPIs in real-time
- Validate outbound emails
- Manage agents: call monitoring, disconnection, call recording, instant skill modification

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Statistics

- Select tables and graphics
- Plan distribution of regular reports and ‘picking’ tasks
- Use predefined or personalised reports
- Export data in different formats - CSV, XLS..- or via a datamart (can be connected, as an option, to feed Business Intelligence tools)

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Administration module

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Multi-tenant environment and multiple business units

- Manage several internal or external teams within the same environment (After-sales service, Customer Support, Complaints...)
- Sub-divisions possible, with separation of data between business units

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IVR and ACD

- Configure the in-built IVR in the voice module, with different call strategies possible (Call-Back, transfer to voice mail...)
- Distribution of calls (inbound/outbound), emails, chats, Facebook Messenger, letters, fax, SMS... based on 3 criteria: availability, history, and skill levels

Akio Unified 6

Customer service management

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Customise client relations

- Manage users, queues and skills
- Configure agent desktop: status, wrap-up time, work agenda
- Configure templates (HTML e-mails, introduction and conclusion, etc..)
- Define qualification criteria - Manage knowledge base with standard responses
- Manage teleworking - Free sitting

Logiciel service client

Akio Analytics, the voice of the customer in one click

The Akio Analytics module on the Akio.Cx platform is based on a semantic analysis engine to understand “the voice of the customer”. Based on linguistic rules and artificial intelligence, it enables quantitative and qualitative analysis of client feedback across all channels:  e-mail, chat, social media, customer surveys, forums, opinion platforms.

Analysis of client data

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To improve client knowledge

Integration of feedback from all client relations channels: content of chat conversations and e-mails, exchanges on Facebook Messenger, responses to customer surveys, etc

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Semantic analysis

Analysis of the tone to detect opinions, needs and irritants at each stage of the customer journey, as a supplement to NPS ratings.

Picto Intelligence Artificielle

Artificial Intelligence

AI and semantic engine: multilingual categorisation of data based on customisable sector-specific analysis grids

Analyse des données clients

Social media listening

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Web and social media monitoring

On-line media comments, forums, blogs, social media, image and video sharing, and opinion websites

Traitement de la demande

Qualitative and quantitative analysis

Linguistic expertise and analytics engine to carry out text-mining of spontaneous customer feedback on the web

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Multichannel analysis

Overview of all client feedback (interactions with call centre and spontaneous feedback on the web) for detailed understanding of the voice of the customer

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E-reputation monitoring

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Interactive dashboards

Monitoring of visibility of companies, brands, market issues, on a user-friendly platform:
- Personalised dashboards (visibility, influencers, events...)
- Full access to all data
- Data visualisation tools

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Understanding your market and your clients

- Extract insights from the mass of unstructured data
- Identification of trends and weak signals
- Internal reporting for Client Experience, Marketing, Communications departments
- Monitoring of influencers, impact analysis for online and offline campaigns

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Real-time alerts

Detection of peaks in volume, monitoring of critical issues or sensitive topics

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Social Listening Analysis

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Newsletters

- Daily or weekly, with a selection of documents
- Criteria: source, importance, tone and / or volume
- Synthesis: qualitative analysis of buzz on a topic

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Analysis reports

- Carried out by a team of multilingual experts, customisation of deliverables
- Composed of quantitative and qualitative indicators, qualitative analysis of data, synthesis of feedback
- Formal reports or ad-hoc studies of positions of parties implicated (consumers, media, associations, experts...) in a specific topic

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