EMPLOYEE ENGAGEMENT at the heart of performance

Kiamo makes it easy to manage contact center resources.
You can create as many teams as you like and configure for each advisor :

• their business skills (e.g. customer service, support, sales, claim management, …)
• their language skills
• their preferred channels (verbal, written, etc.)
• their level of expertise in an activity (rated from 0 to 9)

It’s never been easier to organize your activity !

• Plan your advisors’ activities in advance, according to their availability and your daily objectives.
• If necessary, adjust schedules in a few clicks, up to 15 minutes before.

Thank to Kiamo supervision screens, efficiently manage your activity and keep your advisors up to date.

• Wall screens or personal views, create and customize as many dashboards as you like.
• Configure your indicator blocks, graphs, gauges and alarms according to your priorities.
• Add lists of agents, calls or services and act directly on your teams’ activity

Kiamo offers over 800 native key indicators covering all your contact center activities.

• Quality of Service (QoS)
• Average processing time
• Average response time
• Number of calls on hold
• Backlog of emails wating to be processed…

You can also add custom indicators, from third-party applications, in your views.

Interact with your advisors in real-time to support them in their daily work :

• Discreet listening, coaching mode and 3-way conference call
• Send individual or group messages
• Temporarily change work status, skills and activities
• Manually trigger recording

With Kiamo, you can set up recording rules according to a wide range of criteria :

• Automatic or manual recording
• Manual triggering by advisors or supervisors
• Conference call and phone transfer recording

And for maximum security, recording files can be encrypted.

Kiamo also makes it possible to record advisors and customers on separate channels, for targeted use.

• Voice transcription
• Emotional analysis
• Advisor training (without breaching exchange confidentiality)
• A 3rd channel can be used to record consultation calls and phone transfers.

Customize the retention period of your phone recordings :

• By call type
• According to a condition (e.g. schedule, call duration, qualification, consent, etc.)
• Recording can be mandatory or left to the advisor’s discretion (start, interruption, cancellation)
• Complete or partial call recording (from the start of the call or later on in the conversation)