Keep in touch. Establish a long-lasting relation with your customers.

Transcription

1 Keep in touch Establish a long-lasting relation with your customers.

2 Kiamo is a simple, intuitive solution combining all our tools in a single software application. Kiamo has brought our company time savings, better productivity for the advisers and quality of service. RAJA European leader in packaging Gwenn RIO, Director of the Customer Relations Centre EMPRUNTIS specialist credit broker Kiamo is an extremely flexible tool which has proved invaluable for management of the adviser's everyday activities and in ensuring customer satisfaction. From year 1, we observed a 10 % increase in profitability. Thierry BERNARD, Chairman of the Board Kiamo allows us to supervise the quantitative and qualitative efficiency of our departments in real time. The software currently enables us to maintain the quality of service between 97 and 98 %. AXIOME specialist insurance broker Thierry Martin, Systems and Networks Manager

3 Managing an efficient contact centre Customer Relations Management is experiencing radical transformations. The development of new technologies has considerably modified customer behaviour and expectations. Customers now use different media to communicate, consult, obtain information, becoming increasingly demanding and volatile. To cope with these numerous transformations, the contact centre must permanently adapt and adjust to new challenges. Over the last few years, companies have therefore been hiring Customer Relations Managers who must control a multitude of parameters to lead the contact centre towards performance. This is the leitmotiv of Kiamo: a scalable tool capable of helping contact centres to take up the 5 daily challenges of Customer Relations. 3 Boost productivity Advisers must be able to "get things right" the very first time. Helped by contact tools and data, they quickly provide the best response matching their skills. The manager monitors the activity via reporting and conducts actions intended to guarantee productivity. 1 Enhance human relations 4 Optimise customer satisfaction The human aspect is the main asset of contact centres. Connecting the customer with the right adviser is a satisfaction factor. Management of resources, skills, schedules and distribution of flows help improve Customer Relations. A satisfied customer is a loyal customer. The main objective of a contact centre is to deliver qualitative responses under conditions of controlled operating costs. Using the right tool, the manager will create the conditions required to exceed customer expectations. 2 Unify customer exchanges 5 Measure performance The large number of contact means makes Customer Relations more complex. The strength of a contact centre is to ensure fluid adviser and customer experiences, irrespective of the channel used. The cross-channel log helps advisers to process their exchanges. Since the field of action of contact centres is constantly increasing, the manager requires real-time supervision tools and statistical reports to assess the efficiency of the contact centre's activities and take corrective actions immediately.

4 Real-time management and supervision Manage and supervise all flows With Kiamo, the manager can define a homogeneous customer strategy. Supervision allows managers to monitor the flows in real time and to interact directly with advisers to provide support and improve their productivity. Assess and analyse details of the results Kiamo natively includes dashboards to analyse the contact centre's activity on all channels. These consolidated reports help optimise performance on a daily basis. Distribute interactions according to the resources Thanks to Kiamo, managers lead the teams of the contact centre. The flows are automatically distributed according to the availability of the advisers, their skills and business rules.

5 A unified customer exchange management interface Kiamo Interaction Workspace Kiwi is the Cross-channel customer exchange management interface for advisers. The advisers therefore process all customer interactions within a single, intuitive and contextualised interface. Irrespective of the channel used, advisers have all the data required to deliver qualitative and relevant responses to their contacts. advantages Productivity Autonomy Unification Quality Fast, easy access to essential information. User experienceoriented, intuitive interface. Centralisation of all customer exchanges. Tools to support advisers' answers, improving customer satisfaction.

6 Unique entry point of your contact centre Inbound calls Answer your contacts, giving priority to quality of service. Social networks Process the requests from the social networks. Outbound calls Schedule and automate your campaigns. sms SMS Communicate with and notify your customers by SMS. Prioritise your inbound and outbound s. Video Offer your contacts a more human relation through videoconferencing. Web Engage your customers from your web site and your connected applications. Chat Chat on line with your visitors while viewing their web path. Digitised files Integrate dematerialised documents, paper mail and faxes with the other flows. Messaging Exchange with your customers via the private messaging applications.

7 Features Resources Definition of adviser profiles Site, language and business skills Distribution in groups and teams Configuration of adviser statuses Reporting Interactions: multi-criteria search Manual or automatic recordings Native statistics: agents, groups, media, etc. Business qualifications Administration Management of user rights and profiles SSO authentication: LDAP/SAML protocols CRM connectors Synchronised directories Simplified translations Event log and debugging tools Insertion of customised pages Developers RESTful API Library of shortcodes Lists of customisable variables Configuration of style Adviser interface Customer history Co-browsing and web path Screen sharing during videoconferences Transmission of complete contact records Communication guides for advisers Customisable knowledge bases Addition of notes when processing tasks Customised indicators and alarms Management Intelligent routing of flows Automatic or manual distribution Queue prioritisation Activity planning Customisation of supervision views Configuration of displayed indicators Tools Script creation graphic studio Interactive Voice Response (IVR) Server Automatic reply Detection of faxes and answering machines Creation of response templates Definition of standard sentences Behavioural web targeting of visitors Contact Manager: contact batch management IT and telephony integration Kiamo is an open solution which is deployed rapidly and securely, without having to adapt the telephone architecture or information system already in use in your company. Kiamo is compatible with all PBXs and telephone systems on the market (Alcatel-Lucent, Cisco, Aastra, Siemens, Microsoft, etc.). Kiamo has numerous native and customisable connectors (CRM, ERP, DB, Quality Monitoring, etc.) allowing it to interface with the main Customer Relations business software (SAP, Salesforces, Coheris, MS Dynamics, etc.). Kiamo is available in hosted or on-premise mode.

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