Akio

This feature automatically recognizes incoming contacts, analyzes the request, and routes interactions to the right advisor based on skills, availability, and relationship history. It also supports setting up an Interactive Voice Response to structure call handling and navigation before the interaction reaches an advisor.

Akio provides an omnichannel environment where channels such as voice, email, chat, social media, and SMS are integrated within the same setup. This approach is described as being fully integrated while still allowing channels to be installed progressively, depending on how a team wants to roll out coverage.

The platform gives employees access to a SIP softphone so they can place calls from a PC and an internet connection, even when they do not have a telephone. It also includes videoconferencing, internal chat, and application sharing functions to support collaboration during interactions.

This feature uses the analysis engine to identify subjects within customer content and structure the information into topics. The vendor describes these topics as covering areas such as customer journey, branches of activity, products, and competition, with the goal of producing information that can be used immediately.

The software provides quantitative and qualitative reports on current events over the past period, as well as ad hoc analyses. The vendor specifies that reports can include indicators, graphs, comments, and analytical summaries, presented in perspective with customer feedback for additional context.