Akio Unified is an intuitive and unified omnichannel contact center platform, designed to support agents in their daily tasks and simplify every customer interaction.
AKIO puts people at the heart of its priorities by developing solutions designed to improve and simplify the agent experience. With 62% of customers still preferring human interaction* to digital exchanges operated solely by Artificial Intelligences, the agent remains the essential pillar in guaranteeing a quality customer experience. To meet this requirement, it is essential to provide them with intuitive tools that make their work easier and interactions more fluid across all channels: telephone, email, chat, Web CallBack and social networks.
* 2024 Trends Report – Qualtrics XM Institute | Global Consumer Study
62% of customers prefer human interaction to digital interaction
Managing customer interactions across multiple channels can often be complex for agents in call centers and customer relations departments. Whether it’s juggling phone calls, responding to emails or dealing with social media requests, a variety of tools can create inefficiencies, generate stress and ultimately affect the customer experience.
Akio Unified revolutionises this dynamic, offering a single, streamlined platform designed specifically to improve the ease and efficiency of agents’ day-to-day operations.
Akio Unified simplifies agents’ tasks, enabling them to deliver superior customer service while maintaining control over their workflow.
A unified platform for smooth operations
One of the most remarkable features of Akio Unified is its ability to consolidate all communication channels into a single intuitive interface. Whether it’s phone calls, emails, chats or social media interactions, agents no longer need to switch between multiple platforms.
This integration not only saves time, but also minimises the risk of missed or delayed responses.
Why it’s important
In a traditional call center, disparate tools lead to fragmented workflows. Agents spend unnecessary time navigating complex systems, leaving less time to respond to customer needs. By bringing everything under one roof, Akio Unified eliminates this friction, allowing agents to focus on what they do best – resolving customer issues efficiently.
A customised experience for agents
Akio Unified goes beyond integration to personalise the agent experience. At the heart of this personalisation is the operational status system. This feature allows agents to signal their availability or focus for specific tasks, such as handling calls, answering emails or taking a break. The system automatically adjusts workflow routing according to these preferences.
Customised dashboards
Agents are greeted by a personalised dashboard as soon as they log on. This central hub displays key indicators, tasks and schedules, acting as a personal command center. By bringing all essential information together in one place, Akio Unified eliminates confusion and boosts productivity.
Simplified multitasking
Call center agents often wear several hats during their working day, moving seamlessly from one communication channel to another. Akio Unified’s intuitive design supports this multi-tasking:
Calls: Before answering, agents receive caller ID details and a history of previous interactions, helping them prepare for the conversation.
Emails: Push and pull modes give agents great flexibility, whether they want to deal with the emails assigned to them or strategically choose which to deal with first.
Discussions: Real-time notifications allow agents to engage in live conversations without delay, even while they are performing other tasks.
A key advantage
With everything organised in tabs and accessible from a single screen, agents can move from task to task with confidence, without losing context.
Agent dashboard to monitor performance
Intelligent features to boost productivity
Agents thrive when they have the right tools to manage their workload. Akio Unified offers a number of innovative features tailored to agent productivity:
Folder system: Think of it as a digital filing cabinet for every interaction. Agents can record details, schedule follow-ups and ensure that no task is overlooked.
Operational status management: This dynamic feature ensures that agents are not interrupted by tasks outside their current scope, maintaining efficiency and clarity.
My Activity: A self-service tool that allows agents to monitor their performance and identify areas for improvement.
Supporting agents with intelligent automation
Automation in Akio Unified doesn’t replace the human element – it enhances it. By intelligently routing tasks, sending reminders and providing contextual suggestions, the platform allows agents to focus on what really matters: the customer.
For example
- Chat notifications only arrive when agents are ready to handle them.
- Operational status prevents calls from interrupting other tasks in progress.
- Supervisors can intervene proactively, using real-time dashboards to offer advice when agents encounter difficulties.
Status banner on the agent interface for managing interactions on all channels
Balancing the human touch in a digital world
One of Akio Unified’s greatest strengths is the balance between efficiency and personalisation. While automation takes care of routine tasks, agents are equipped to deliver meaningful, human-centred interactions. Tools such as the personal diary allow agents to organise their day, set reminders and stay on top of tasks without feeling overwhelmed.
The results: Efficiency, satisfaction and improved Customer Experience
For Customer Service agents, ease of use translates directly into greater job satisfaction. Akio Unified’s streamlined workflows and intuitive functions reduce stress, improve productivity and enhance the overall customer experience. Happier agents mean happier customers – a win-win situation for any business.