Effectively manage multiple channels while providing excellent customer service
Akixi 3000 is our omnichannel analytics product. All the accurate analytics and flexible reporting that we offer for calls are now available for emails too, enabling you to more effectively manage your business’s communications strategy.
Enhance your customer propositions and boost monthly recurring revenue. Add Akixi’s hosted call and contact analytics services to your own portfolio and help your customers to understand their business, optimise costs and deliver outstanding customer service.
Akixi’s omnichannel offering enables Akixi 3000 Supervisors to report on multiple channels of communication, with the first product revision bringing group email reporting to the omnichannel product.
The Omnichannel Panel is Akixi’s Windows desktop application that brings multiple channels of customer interactions into a single view. Agents are notified of new group contacts (calls, emails, etc.) and can select to have them delivered directly to the agent. Agents can also use the Omnichannel Panel to change their state and sign in and out of queues and groups.
Customers today want to be able to contact you via the channel of their choice, whether that is by telephone, email, or web chat, etc. But how can businesses effectively manage multiple channels whilst continuing to provide excellent customer service?
Akixi 3000 is our advanced contact analytics and reporting solution, bringing Akixi’s robust yet simple-to-use platform to an omnichannel environment. Organise your agents into groups – by specialist area (e.g. sales, customer service) and/or by communication channel (e.g. telephone, email) to ensure your enquiries are managed efficiently and effectively by the most appropriate agent.
You can now combine metrics for email and voice interactions on the same report or wallboard for a complete view of how teams and individuals are handling communications within the business. And because the data is displayed in real time, agents can immediately sign themselves in and out of groups to pick up queuing enquiries as and when required.
Agents use the Akixi Omnichannel Panel, our Windows desktop application, to view the number of enquiries in the queue and to select the contacts they are ready to deal with. This application is also used for changing agents’ status, for example, to available, do-not-disturb, wrap-up.
For more information on how Akixi 3000 can transform your business, be sure to submit your details below.
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