FLOW ORCHESTRATION Intelligent interaction distribution
With Kiamo, prioritize your flows exactly as you need. You’re in control! Call blending, media blending, hot vs. cold flow prioritization… Set up Kiamo to meet your business objectives, with real-time responsiveness to any adjustments you make.
THE BEST DISTRIBUTION ENGINE for customer interactions on the market
Natively Omnichannel
Kiamo has the only native omnichannel distribution engine that can manage all types of interactions within the same queues.
All channels share similar distribution rules, while complying with the specific features of each media.
High-performance distribution
Opt for the most powerful distribution engine on the market !
Kiamo can manage thousands of interactions in real-time. In push mode, each interaction is prioritized according to your criteria and immediately assigned to the right advisor, who is available and has the skills needed to respond to the customer.
Advanced distribution customization
With Kiamo, you choose flexibility !
Configuration changes are immediately applied, so that you can react in real-time to activity peaks or quickly optimize your flow distribution strategy.
OPTIMIZE PRIORITIZATION between hot and cold flows
Stay in control of your hot (calls, chat, etc.) and cold flow (emails, tasks, etc.) management, to suit your specific needs.
- Flow prioritization : set the priority of each flow for immediate or deferred processing
- Adjustable interruptibility : choose whether or not to interrupt an advisor who is processing an email in order to distribute a priority call
Messaging management in Kiamo : Unprecedented flexibility
The Messaging media benefits from a unique distribution that offers the flexibility of immediate or asynchronous processing according to your priorities.
The advantages of messaging in Kiamo :
- Designed as an interaction channel in its own right
- Several exchanges can be opened and handled in parallel
- It is the only media whose processing can be interrupted by a phone call and at the same time interrupt email processing
Make the most of advanced rules for flow distribution
Queue configuration allows you to customize sorting and distribution criteria for interactions, helping you achieve your goals across all services.
For example, you can :
- reverse the sorting order according to waiting time, so that the most recent requests are processed first
- add as many business sorting criteria as you like to any queue
- refine task distribution within the same priority by defining percentages
- define and adjust overflow and peer support rules in real-time
