akio - OneDirect manages its customer incoming emails and chat interactions with Akio Interaction Center.

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OneDirect manages its customer incoming emails and chat interactions with Akio Interaction Center.

June 2008

OneDirect, a European leader in distant and online selling of professional telephony equipment, manages its customer incoming emails and chat interactions with Akio Interaction Center.

After carefully studying the main solutions available on the market, OneDirect has decided to choose AKIO multichannel solution to manage emails and chat interactions with its 120,000 French, Spanish, Italian and Portuguese customers.

The choice of AKIO was explained by its capacity to process high volumes of incoming emails resulting from emailing campaigns. This solution also enables OneDirect to significantly reduce the average processing time of its customers interactions and to monitor closely the customer services activity.

The chat module will enable OneDirect to provide its customers with a maximum responsiveness. The chat module benefits from the sames features as the email module, such as response help tools, artificial intelligence and statistical reports. Besides, all customer interactions are consolidated within AKIO. OneDirect can access the contacts history for each customer, whatever the channel is.