akio.cx, the omnichannel contact center 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 center software, enables you to manage client conversations across all channels – voice, (management of both inbound and outbound calls), email, chat, social media… Akio TWS offers each company employee a collaborative work tool and the contact centre agent all the advantages of an integrated unified communication tool. Akio Insights enables you to manage strategies to improve the customer experience with real-time analysis of the Voice of the Customer and Reputation.
Discover how our platform can transform your customer service!
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
Ergonomic and simple
- Compatible with any web browser
- Unified interface for all channels
- Vertical menu for navigation and status
- Contextualised interaction management
Unified Client File
- 360°view of contacts with each client
- Multichannel history
- Automatic contact recognition
Unified omnichannel tool
Seamless views, regardless of the channel
- Switch channels on the same interface
- Simultaneous management of multiple interactions
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
Voice channel - Telephone, IVR and WCB
Inbound and outbound calls
- Interactive Voice Server
- Skill based distribution
- Real-time supervision
- Number portability
- All types of special phone numbers
Outbound campaigns
- Preview or progressive dialling
- Access to planned call-backs
- "Preferred agent" functionality
- Integration of external scripts and prospection lists
Unified Communications
WebRTC communications
- SIP & WebRTC communications, including remote & home working.
Presence Management
- Quick view of colleague presence (phone status, calendar, TWS presence), and availability
- Centralised directory
Communication
- Phone and softphone ; chat ; audio- or video-conference ; application sharing ; mail ; SMS
- Compatible with Alcatel-Lucent Entreprise (OXO & OXE), Mitel (MiVoice 5000 / MiVoice 400 / MiVoice Business), Siemens-Unify (OpenScape Business / OpenScape Voice), SIP phones (Yealink / Snom)
Collaboration
- Chat ; audio- or video-conference ; application sharing ;
- Shared call queues
IS and business application integration
- Native integration with the main CRM (Salesforce, Dynamics 365, Sugar, …)
- Build-in connectors towards : directory (LDAP, AD), database (ODBC, SQL), contacts and calendar (Outlook, Office 365, Zimbra, G-Suite …)
- 100% Web Services based integration Toolkit
Akio.cx highlights
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
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
Supervisor tools
Customisable dashboards
- Easily configure supervision
dashboards and export as wallboards
- Manage individual channels and visualise consolidated KPIs of omnichannel activity
Real-time Supervision
- Follow your KPIs in real-time
- Validate outbound emails
- Manage agents: call monitoring, disconnection, call recording, instant skill modification
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)
Administration module
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
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
Customer service management
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
Akio Insights, Voice of the Customer and eReputation
Akio Insights is the social listening and analysis module of akio.cx to understand your customers’ needs, expectations and impressions that will also enable you to manage your brand reputation. Equipped with a real-time analysis engine based on Artificial Intelligence, the module helps you make decisions through a quantitative and qualitative study of customer interactions and media coverage on all communication channels.
Voice of the Customer
Listen to your customers where they speak
Centralize and analyze all interactions between the customer and the brand in real time, at all stages of the customer journey, on all channels:
- emails
- chats and messaging conversations
- phone calls
- customer review platforms
- social networks
- satisfaction surveys…
Optimize your understanding of customer issues thanks to AI
Analysis of multilingual content to identify actionable insights:
- Categorization based on an analysis grid for your field of activity, scalable and customizable
- Detection of sentiment and emotions in content
- Support from a team of experts (marketing, linguistics, AI, etc.)
Share customer knowledge
Spreading the voice of the customer within the company, sharing feedback, supporting business teams in their decision-making, and follow-up actions.
E-reputation and business intelligence
Boost your reputation and market knowledge
Monitoring of the company, brands and markets on all the media (webnews, blogs, forums, press) and social networks, in France and worldwide:
- Customized dashboards: visibility, current topics, events, benchmark...
- Visibility and engagement indicators on social accounts
- Consolidated operational insights
Control your communication actions by staying informed at all times
Real-time analysis and dedicated monitoring module:
- Real-time and threshold alerts to identify critical issues and manage a crisis
- Identification of trends and weak signals
- Influencers follow-up and impact analysis of on/off-line campaigns
Share insights and support decision-making
Production of analytical deliverables by a team of experts and dedicated support
- Newsletters: daily or weekly, with a perspective on the key topics of the period and their salient content
- Social Listening Reporting: quantitative and qualitative analytical summaries of statements made
- Ad hoc reports: on a topic, a campaign, new products…
