Do you wish to implement a true interactive relationship with your present day customers and future prospects on the Web ?  Through a functional solution, based on standardized technologies (Ajax), Akio Chat Center proposes the following : increase the interactivity with collaborative functions, query the Akio Artificial Intelligence Engine and provide an advanced real time supervision associated with a complete statistical info-center.

Chat Center

Customizable agent interface

Multiple chat sessions : agents can simultaneously manage chats due to a multi-session functionality thus reducing the internet user’s waiting time and increasing the agent’s productivity. 

Browsers’ compliance : Akio Chat Center is compliant with the recent browsers on the marketplace (for example  5.5+, Firefox 1.x) - no external components (ActiveX) installation is needed.  

An open and standardized solution

Jabber Protocol : Akio Chat iCenter is based on Jabber protocol.  Jabber protocol is the most deployed open source instant messaging protocol in the world allowing Akio Chat Center an open, secure, standardized solution, fully compliant with Jabber compatible chat clients. 

Advanced functionalities for a better productivity

Queuing management and intelligent routing : based on the same intelligent routing system for emails, chat session enquiries can be routed to appropriate queues based on many criteria such as availability, skill, language, and so on.

Response help management : Akio Chat Center profits from Akio Mail Center’s powerful Artificial Intelligence Engine (AI Engine). The AI Engine enables an agent to : 

• Upload the best matching templates for each chat query,
• Attach web pages to a response,
• Attach files to a response.

The AI Engine improves an agent’s efficiency and professionalism therefore reducing response time and processing costs. In addition, agents can manually select the appropriate template(s) by browsing the knowledge base tree structure. 

Auto completion  : Akio Chat Center integrates a function of advanced auto completion to avoid inputting entire words or phrases.  

Collaborative functionalities

Chat session history : Akio Chat Center can send an email recalling the complete chat session to the internet user for their records. 

Internal Instant Messaging : based on Jabber protocol, Akio Chat Center allows set up of an agent to agent and/or agent to supervisor internal messaging system. 

Co-browsing : co-browsing is an easy and efficient way to help and guide internet users through your website 

Web Call-back : a client wants to be called back at a particular time ? The Call-back function easily enables one to manage a client’s call-back enquiry.  

Complete reporting

Customized reports : Akio Chat Center provides complete reporting on chat activity : 

• Activity follow-up enables real-time supervision (queued, in process, and closed sessions...
• Advanced statistics provide numerous quantitative reports (number of chat sessions per agent, number of threads per session...) and qualitative reports (performance, Quality of Service...)   

Easy administration

Administration tools : the administrators of Akio Chat Center have a number of administration tools at their disposal.  For example, chat sessions in progress follow-up, possibility of intervening on line during a session, and access to the chat histories of an internet user, and so on.