KIWI. The adviser application
Kiwi is a cross-channel customer interaction management application for advisers. It allows advisers to process all customer interactions within a single, intuitive and customizable interface and access the customer history.
Adviser profile
- Adviser identification and login
- Display of membership group
- Agent statuses (available, on line, busy, etc.) and associated color code
- Kiwi customization
Indicators & notifications
- Group generic indicators (logged, ready, etc.)
- Addition and customization of indicators
- Notification log
- Visual and audible alerts
Permanent links
- Agent directory
- List of emails
- List of tasks
- Customized links (CRM, etc.)
Interactions in progress
- Inbound and outbound flows
- Omnichannel access
- Prioritization between cold flows (emails, letters, etc.) and hot flows (voice, chat, etc.)
- One-click editing
Information sheet
- 4-level CRM identification (contact sheet, company, file and ticket)
- Cross-channel interactions
- Interaction monitoring (processing, agents, qualifications, notes)
Context-sensitive actions
- Screen pop-ups
- Forms and conversation guides
- Access to directories
- Knowledge bases
