KIAMO, THE SOLUTION for contact centers
Kiamo optimizes your customer interaction management with advanced features for a high-performance contact center. The solution provides intuitive interfaces for all your teams and integrates easily with your IT environment.
Simplified telephone interactions (IVR, ACD and CTI)
Optimize the management of your phone interactions:
- IVR : Offer customizable interactive menus for simplified call routing.
- ACD : Prioritize inbound and outbound calls, and route them to available agents based on their skill level.
- CTI : Integrate telephony into your business applications and provide the right information at the right time to your agents
Simplified queue management
In Kiamo, queue, distribution and interaction processing parameters are fully integrated.
- Opening hours
- Message broadcast
- Queue time estimation
- Qualification
- Screen pop-ups
- Wrap-up time
- End of call processing
OPTIMIZED MANAGEMENT of advisor skills and activities
An unlimited number of skills, languages and locations can be defined for your advisors.
- Skills are given to each advisor by supervisors using a configuration matrix.
- A skill level from 0 (beginner) to 9 (expert) can be defined for each user.
- Skills and levels can be adjusted in real-time from the supervision interface to manage peaks in activity.
KIWI, THE ADVISOR INTERFACE designed for everyday users
Kiwi centralizes all customer interactions in a unique, easy-to-use interface :
- Omnichannel management : Calls, Emails, Messaging, Video, LiveChat, etc.
- A 360° view of the customer : access to the customer’s contact details and related interactions
- Unified integrated tools : directories, interview guides, knowledge base, etc.
- External screen pop-ups : CRM, ticketing, business applications, etc.
- Customization by advisors and/or administrators
Use a softphone Telephony at its best with Kiamo
Kiamo Softphone simplifies call management :
- Kiamo Softphone integration in Kiwi
- Device selection
- Ringtone selection
- One click answer
MICROSOFT TEAMS - KIWI INTEGRATION Greater efficiency for your advisors
The Kiwi / Teams connector offers :
- SSO connection to Azure AD
- display of the advisor’s Exchange contacts in Kiwi
- … and indication of their presence/availability status
- direct contact click-to-call or click-to-mail in Kiwi
- chat conversation in a Teams window
