Akio e-Contact Center allows you :   

• to set up an effective, interactive, and continuous customer relationship management, by centralizing exchanges resulting from various media such as email, chat, fax, mail, and so on,
• to build customer loyalty, by sending targeted and desired marketing campaigns ("opt-in" approach) and capitalizing on the campaigns results,
• to effectively control the management of your Customer Service Center thanks to a complete follow-up dashboard inspired by the telephony systems (Automatic Call Distributors), 
• to easily integrate Akio e-Contact Center solutions within your Information Systems with open interfaces and available connectors.

Akio, in the core of mutualization

Media managed by the Akio e-Contact Center are organized through universal and collaborative tools, ensuring homogeneity, capitalization of transactions, easy use and administration. 

The Knowledge base 

Fast and easy access to structured and qualified data is the key to provide your agents with information they need to work in a most efficient manner. 

Akio e-Contact Center includes a common and integrated knowledge base, enabling to quickly locate correct answers to your clients’ enquiries such as brochure requests,  sales service, customer service, and so on. 

The knowledge base is accessible for any media that needs to be processed such as email, chat, fax, and mail. 

Benefits of a common knowledge base are :  

• immediate and accurate responses to clients’ enquiries Increase your Customer Service efficiency and productivity,
• reduce response time  Improve cross selling and up selling,
• increase potential customers. 

Artificial Intelligence Engine 

What is it? 

Akio’s research and development department conceived and developed the Akio Artificial Intelligence (AI) engine. This unique technology is based on the latest statistical methods of classification and adapted by Akio to address Customer Service Management issues. The importance of the AI Engine is reinforced by the integration of an Artificial Neural Network (ANN). An Artificial Neural Network is a computational model of an interconnected group of artificial neurons more or less resembling the human neurons function. The Artificial Neural Network has been optimized with learning statistical methods. They contribute to the AI engine improvement allowing it to make decisions based on perception more than formal logical reasoning.   

How does it work ? 

Upon initiation, the AI Engine responds to incoming emails by scanning all the “Q & A” pairs stored in the database and identifies similar enquiries contained in the email. This technique utilizes comparisons between enquiries to determine and provide the best corresponding response. All new ”Q & A” pairs are stored in the database by the AI Engine.  The AI Engine is able to capitalize on responses by cataloguing and re-utilizing agents’ responses for future enquiries. 

Intelligent emails routing module 

With as many and diverse customer enquiries as there are customer requests, it is essential for a company to have an intelligent routing system. 

Efficient routing rules ensure an immediate and automatic distribution of your client’s enquiry to the appropriate agents or skills.  Intelligent queuing also prevents time loss due to manual transfers within your organization. 

Akio e-Contact Center provides an advanced routing module enabling automatic routing rules based on : 

• Sender  
• Territory 
• Language 
• Skills 
• Content 
• Information System data 

Modifying routing rules is fast and easy to perform due to contextual settings.  In addition, any routing rule modification or creation is immediately effective - no need to interrupt your agent’s productivity by rebooting the application.  

Multi-domain management 

Do you have an international presence throughout your websites ? Is your group composed of various brands ? With diversified activities ? 

The Akio e-Contact Center’s multi-domain management enables the creation of a dedicated Customer Relationship Management area for each of your departments, brands, subsidiaries, and so on. You can specifically manage those various areas depending on their organizational or business characteristics. 

Each area has its own routing rules, knowledge base, agents, supervision and statistics.  

Administration / supervision 

The improvement of a Customer Service or Call Center efficiency is crucial for any organization.  The Akio e-Contact Center offers a complete and real-time supervision dashboard to monitor your activity.

Managing your agents, monitoring quality of service, modifying routing rules, studying the most used templates... More than a hundred predefined statistical reports as well as all the management and monitoring tools are accessible via a single web-based interface.