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, 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

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


Unified Client File

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


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


Voice channel - Telephone, IVR and WCB

Logiciel service client

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

mktg_1_campagnes d'appels

Unified Communications

Logiciel service client

WebRTC communications

- SIP & WebRTC communications, including remote & home working.

Environnement Muli-tenant

Presence Management

- Quick view of colleague presence (phone status, calendar, TWS presence), and availability
- Centralised directory

Logiciel service client


- 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)

Logiciel service client


- 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

Unified Communications

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

Logiciel service client

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

Logiciel service client

Customisable dashboards

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

Logiciel service client

Real-time Supervision

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

Logiciel service client


- 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

Logiciel service client

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

Logiciel service client


- 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

admin 2

Customer service management

Logiciel service client

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

Logiciel service client

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…

Logiciel service client

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.)

Logiciel service client

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.

voix du client
Akio Insights Voix du Client

E-reputation and business intelligence

Logiciel service client

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

Logiciel service client

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

Logiciel service client

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…

Akio Insights eReputation Dashboard 1
Akio Insights eReputation Dashboard 2