Overview

Akio.cx is an omnichannel contact center software designed to enhance customer satisfaction by providing a seamless and optimized customer experience. It enables businesses to manage client conversations across all channels, including voice, email, chat, and social media, through a unified interface. The platform is robust and scalable, ensuring high-quality service regardless of volume variations. Akio.cx integrates easily with other CRM tools via its collection of web APIs.

Features

• Augmented Agent Interface:
  • Ergonomic and simple design
  • Compatible with any web browser
  • Unified interface for all channels
  • Vertical menu for navigation and status
  • Contextualized interaction management
• Unified Client File:
  • 360° view of contacts with each client
  • Multichannel history
  • Automatic contact recognition
• Unified Omnichannel Tool:
  • Seamless views across channels
  • Switch channels on the same interface
  • Simultaneous management of multiple interactions
• Automatic Contact Distribution:
  • Intelligent interaction distribution
  • Skill and availability criteria
  • "Preferred agent" functionality
• 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 dialing
  • Access to planned call-backs
  • Integration of external scripts and prospection lists
• Unified Communications:
  • SIP & WebRTC communications
  • Presence management
  • Centralized directory
  • Communication via phone, softphone, chat, audio/video conference, mail, SMS
  • Compatible with major communication systems
• Collaboration:
  • Chat, audio/video conference, application sharing
  • Shared call queues
• Integration:
  • Native integration with major CRMs
  • Built-in connectors for directories, databases, contacts, and calendars
  • 100% web services-based integration
• Artificial Intelligence:
  • Omnichannel client file
  • AI assistant for email responses
  • Customizable knowledge base
  • Direct access to external experts
• Management Tools:
  • Agent dashboard for performance management
  • Collaborative desktop for team activity overview
  • Customizable supervision dashboards
  • Real-time KPI tracking
  • Call monitoring and recording
  • Detailed statistics and reporting
• Administration Module:
  • Multi-tenant environment
  • IVR and ACD configuration
  • Customizable client relations management
  • Knowledge base management
  • Teleworking support

Benefits

• Enhanced Customer Experience: Provides a seamless and optimized customer experience across all communication channels.
• Scalability: Robust and scalable to handle variations in volume.
• Integration: Easy integration with existing CRM tools.
• Efficiency: Streamlines communication and collaboration within the organization.
• Real-Time Insights: Offers real-time analysis and reporting for better decision-making.
• Compliance: Helps maintain compliance with industry standards and regulations.
• Flexibility: Supports remote and home working with SIP & WebRTC communications.