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kiamo

Kiamo is the leading integrated, multi-channel Customer Interaction Management solution for companies and customer contact centres.

Managing millions of interactions each year, Kiamo is the premier software solution for integrated, multi-channel customer interactions processing. Kiamo is designed for organizations that consider proper management of an ever-growing number of inbound and outbound interactions to be strategically important. By dynamically linking agents to interactions in an optimized manner, Kiamo guarantees customers a quick, effective, personalized response, from initial contact and beyond.

KIAMO ONLINE OVERVIEW

4 good reasons to choose Kiamo

1 INTUITIVE

The unique ergonomic features of Kiamo allow users to work independently, no matter what their role - customer advisers, supervisors and administrators can all learn to use the system very quickly.

2 OPEN

Kiamo integrates perfectly into existing hardware environments (both IT and telephone systems), without the need to change infrastructure. Kiamo communicates with your business-specific applications.

3 RICH FUNCTIONALITY

Kiamo is an integrated soluton, that offers all features needed to manage inbound and outbound interactions, as well as back-office activities, in a single tool.

4 REDUCED OPERATING COSTS

Kiamo automatically distributes emails, telephone calls, fax messages, web call-back requests and regular mail according to availability and priority in order to optimize your customer advisers' workflow.

Key Features

Native integration of all types of communication channels

Kiamo centralizes all inbound and outbound contacts, no matter what the channel used (voice, email, web), as well as all back-office activities. It prioritizes these contacts into a single queue and then distributes them among the agents.

Advanced routing strategies

Kiamo offers a variety of interaction distribution logics, depending on the strategy chosen by the company (prioritization by response time and response quality)

Distribution to the most appropriate resource available (the most knowledgeable agent, the caller's personal adviser, the back-office employee specializing in the matter, etc.)

Dynamic generation of interaction-agent pairs with the greatest affinity (correlation between individual knowledge and the knowledge required)

Real-time supervision

By adjusting the detailed settings pre-defined by the company, Kiamo is able to modify the customer contact centre on the fly to adapt to any situations that may arise, improving the quality of the service customers receive.

Optimization of agent effectiveness

Flexible and intuitive, Kiamo promotes user autonomy; the system puts agents in charge by providing them with all of the tools and information (customer history, product information, etc.) they need to quickly provide their customers with the best response possible.

Targeted, intelligent self-service

Kiamo can automate the handling of frequent requests, both inbound or outbound, allowing customer advisers to focus on the more complicated requests that require human intervention.

Monitoring of overall service quality

Kiamo provides real-time statistics and complete, detailed historical data so that managers can take any necessary corrective actions (organizational changes, coaching, new expertise, training, etc.) and anticipate future demands in order in greatly increase service quality

Kiamo online overview