Working alongside Inclarity’s hosted voice services is the Akixi call and contact analytics services. The cloud-based reporting software offers unprecedented insight into how your contact processes are working and how you can optimise them for a game-changing, ultra-responsive customer experience. Akixi offers various service levels, from historic call logging to advanced real-time contact centre services, to suit businesses of all sizes.
This month Akixi announced its most significant software release in recent years, bringing some big changes to its analytics platform with Akixi 2.0. So what’s included for Inclarity customers?
New User Interface (UI) Design
An updated look and feel gives you a choice of 32 tile colours on your Akixi wallboards. The appearance of your reports is also going to improve with new icons, dials and a flat colour palette.
The new omnichannel product allows Akixi 3000 Supervisors to get reports and analytics on email interactions, voice calls and agent status.
Akixi Omnichannel Panel
This new Windows desktop application notifies agents of incoming contacts and allows them to pick up calls and emails which are delivered into groups. Agents can use the omnichannel panel to change their current state and sign in/out of queues and groups.
This much-requested feature now allows Akixi Supervisors to create replicas of existing reports.
Send Reports Between Supervisors
With Akixi 2.0, Akixi Administrators can send reports from one Supervisor account to another.
‘My Reports’ Folder Management
This new folder functionality allows Supervisors to organise their Akixi reports into custom-built folders – ideal for grouping similar reports together so Supervisors can be better organised.
New statistics have been added to the Akixi Reporting service allowing Supervisors to report on maximum concurrent calls/emails and SIP trunk utilisation.
On the Administration section of the portal, there is a now a search box allowing Administrators to search through records to find a specific item.