Overview

Akio Unified is an omnichannel software solution designed for contact centers to enhance customer satisfaction by providing a seamless and optimized customer experience. It integrates various communication channels, including voice, email, chat, and social media, into a single interface, making it easier for customer service advisors to manage interactions efficiently. The software leverages AI and collaborative tools to improve response times and accuracy, ensuring that customer inquiries are handled promptly and effectively.

Features

• Intelligent Distribution:
  • Distributes calls and digital requests to the right customer service advisor based on skills, availability, and relationship history.
  • Includes Interactive Voice Response (IVR) for automated call handling.
• Omnichannel Integration:
  • Manages all interactions from a single screen and database.
  • Supports voice, email, chat, social media, SMS, and more.
  • Allows progressive integration of channels at your own pace.
• Augmented Advisor Interface:
  • Full SaaS software accessible via web browsers.
  • SIP and WebRTC communications for remote sites and teleworking.
  • Unified customer file with multichannel history and cross-channel management.
• Voice Channel:
  • Handles incoming calls, IVR, and outbound campaigns.
  • Provides customer history file with CRM or billing access.
  • Includes notepad, wrap-up, transfer, and number recognition features.
• Email and Chat:
  • AI analysis of requests with automatic response suggestions.
  • Real-time processing of chat requests with access to standard response databases and customer history.
• Social Media:
  • Manages private Facebook Messenger and Twitter (X) requests with the same tools as other channels.
  • Unified customer file and knowledge base integration.
• Collaboration Tools:
  • Employee directory with presence management.
  • Telephone communication via CTI connectors, chat, or videoconferencing.
  • Integration with CRM and business applications via connectors, API library, and webhooks.
• Management and Reporting:
  • Double listening, productivity indicators, recordings, and hot re-skilling.
  • Customizable dashboards and real-time supervisor indicators.
  • Wallboard, CSV, and Datamart export options.

Benefits

• Enhanced Customer Experience:
  • Provides a seamless and optimized customer experience across all communication channels.
  • Ensures high-quality service regardless of volume variations.
• Scalability and Flexibility:
  • Robust and scalable to handle high volumes and sensitive environments.
  • Supports remote and home working with SIP and WebRTC communications.
• Integration and Compliance:
  • Easy integration with existing CRM tools and business applications.
  • Ensures compliance with GDPR and other industry standards.
• Efficiency and Real-Time Insights:
  • Streamlines communication and collaboration within the organization.
  • Offers real-time analysis and reporting for better decision-making.
• Innovative and Supportive:
  • Incorporates AI for response suggestions and customer feedback analysis.
  • Provides unrivaled support with regular product development reviews, user clubs, and meet-ups.