AKIO has chosen London for two exclusive announcements: the launch of the ALE Connect offer and the integration of sentiment analysis technology into its omnichannel customer service platform.
Did you attend the 2021 edition of Call & Contact Center Expo? It is a major event for the Customer Relation & Call Center world in the UK. The 2021 edition just took place, on 16 & 17 Nov, in London!
Over 6000 professionals gathered for two days: stands and conferences showcasing the latest and most effective technologies to create the ultimate customer experience.
The occasion for AKIO, a major French software editor, chosen by Alcatel Lucent Enterprise last year, to unveil the CCaaS hybrid offer born from this technological partnership, to be distributed through ALE European resellers network, in Europe, to start with : ALE Connect, a complete omnichannel contact center solution, powered by AKIO !
The other exclusive announcement is the integration by AKIO of its semantic analysis technology, used in the Voice of the Customer module, inside the Akio Unified customer engagement platform: an innovation that enhances the customer service agent who will benefit from real time sentiment analysis for a better customer knowledge.
AI enables the platform to provide for the enhanced Agent:
- A smart distribution & prioritisationof emails
- Global sentiment, available from the inbox, and up to inside the client file, with identification of mixed opinions
- The display of topics and opinions
Yes, the future of the Contact Center… is today!
Marc CHARTIER (Channel Sales Manager, AKIO) was the speaker for the seminar «“ Simplify your Agents’ work by Unifying Voice and Digital Interactions” »: an advocacy for the agent workstation simplification.
Marc: “ Akio.cx offers, with its 3 modules – Akio Unified, Akio TWS & Akio Insights– all the features to manage a Contact Center: user friendly & reliable customer interaction management platform, collaborative tools (softphone, videoconferences…) and a powerful semantic analysis engine to stay a step ahead. When a global communication leader as Alcatel Lucent Enterprise chose AKIO to become omnichannel & CCaaS, it is not by pure chance!”
AKIO is one of the leading software publishers in Europe with more than 15,000 users worldwide. Its Akio.cx platform is designed for call centres and customer services. It is the only native multi-channel software on the market, an asset recognized by Gartner as essential to improve customer satisfaction and knowledge. Distributed by the largest operators and a member of the BPI Excellence innovation network, the company has built its success on its four values: humility, benevolence, high standards and openness. These values make its CCaaS software a benchmark in terms of customer experience.
About Alcatel-Lucent Enterprise
Alcatel-Lucent Enterprise delivers the customised technology experiences enterprises need to make everything connect.
ALE provides digital-age networking, communications and cloud solutions with services tailored to ensure customers’ success, with flexible business models in the cloud, on premises, and hybrid. All solutions have built-in security and limited environmental impact.
Over 100 years of innovation have made Alcatel-Lucent Enterprise a trusted advisor to more than a million customers all over the world.
With headquarters in France and 3,400 business partners worldwide, Alcatel-Lucent Enterprise achieves an effective global reach with a local focus.