Our Services

Call centers can be complex, optimizing them shouldn’t be. With Akabis newly redesigned user interface (including all-new graphical dashboards) achieving your contact center goals is easier, more accessible, and more enjoyable than ever before.

Automated Call Distribution (ACD) delivers everything from the standard features to the latest advancements.

Instead of just routing calls to individual agents in a queue, Akabis cloud ACD can group agents or employees into teams within each queue. This allows the automatic call distribution systems to route incoming calls to an agent with the optimal combination of idle time and appropriate skills, while also factoring in caller priority. That means callers always get the most optimized customer experience and service to tackle their inquiry.

• Callers are routed to the right agents (in relevant groups) quickly  and effectively. Callers are led through the process easily, whether they are coming through an IVR menu or they request a callback  via chat.

Interactive Voice Response (IVR) comes with the bells and whistles you’re looking for and the ones you never knew you wanted.

Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. If you’ve ever dialed your credit card company, and checked your balance by responding to a series of automated prompts, you’ve used an IVR! Using computer telephony integration (CTI), IVR Call Center applications can hand off a call to a live person who can then view data directly related to the caller. An IVR application provides: pre-recorded voice responses to guide a caller, DTMF signaling to help a caller get to where they want to be, and gives a caller access to the relevant information they’re looking for.

• Go to market faster with this web-based, drag-and-drop tool specially designed to make setting up call-flows and managing IVR settings simple and easy for the non-programmers in your organization.
• CRM integration helps agents personalize and better resolve customer calls using CTI screen pops. With integration for Salesforce and most CRM platforms available, the caller information your agent needs becomes automatically available right on their screen.
• Compiles call statistics on a queue-by-queue basis including: total calls queued, handled, abandoned, voicemails, callbacks, min-max and average wait times, talk times, and wrap times. If needed, receives identifying data from the IVR system (account number, job number, etc.) and associates that data with the call.
• Automated outbound IVR callouts can connect users to a queue to speak to an agent and can be scheduled to ensure you reach customers at a non-disruptive time.
• Akabis IVR system includes multi-lingual support without the need for additional work or set up. I.e. Instead of setting up three individual call-flows for Spanish, French, and English, one call flow can work for all!
• Enhanced ability for pre-recorded or dynamically-generated audio. This improves the customer journey by clearly directing callers through a series of simple interactions.
• If a user doesn’t want their credit card information to be heard directly by an agent, the Akabis system allows the agent to transfer that person to an IVR menu to input the information. The agent is kept up to date on the caller’s progress, and when input is finished – the caller returns the agent uninterrupted.