Contact centers solution
Kiamo, the customer interaction management solution
Maximize the efficiency of your contact center with Kiamo, thanks to our unique and intelligent omnichannel engine and our intuitive interface designed for the users. Take advantage of a wide range of features to improve your customer interactions according to your own rules and priorities.
Capture
all messages, across all channels, on a single platform
Dispatch
order, sort and prioritize your flows in line with your customer strategy.
Route
automatically each interaction to the most appropriate advisor
Optimize
your performance by adjusting your activity in real-time
THE INTELLIGENT distribution engine
1. Omnichannel capture
Kiamo centralizes all your customer interactions in a single interface :
- Inbound calls / callback
- Outbound call campaigns
- Emails SMS, WhatsApp, Messenger, Instagram
- Video / Visual assistance
- Web chat
- Digitized documents and tasks management
2. Dispatching
Kiamo offers a simple, intuitive set-up that takes into account all the channels used. These criteria have a direct impact on the way tasks are distributed :
- Waiting time and priority level
- Activities and skills required
- Sorting according to business criteria
3. DISTRIBUTION
Kiamo distributes each task at the right time, to the right advisor.
Among the distribution rules, the engine takes into account :
- the media type (call, email, messaging…)
- the flow direction (inbound or outbound) a
- dvisors’ availability
- their skill or activity level
4. Measurement and monitoring
Assess your contact center activity in real-time
- Customizable monitoring interfaces (unlimited number of views)
- Over 800 indicators to monitor and adjust advisor activity
- Native and exportable statistics reports
for advisors
for advisors
Manage all customer interactions in Kiwi, Kiamo’s omnichannel web interface for contact center advisors :
- A single interface for all interaction types (calls, emails, LiveChat, video, messaging)
- Secured, in the office or at home
- Customizable by administrators and advisors
- Integrated softphone
for supervisors
for supervisors
Assess your contact centre performance in real-time with over 800 indicators covering all activities.
Our graphic studio allows you to :
- select the most relevant indicators
- create blocks, lists, gauges and curves to monitor indicators
- customize labels
- add visual alarms
for managers
for managers
Optimize flow management by creating as many queues as you like.
Customize interaction distribution and processing in each of these queues.
- Working hours/ closing times
- Prioritization based on business criteria
- Required skills and activities
- Preferred advisor
- Automated or manual distribution
- Overflow or mutual support
for the admin
for the admin
Kiamo provides a comprehensive, ergonomic administration interface to efficiently manage your contact center technical aspects.
- User rights and profiles
- Integration with your IT
- Development
- Storage and security
- Operating the solution
