Kayako is a company specializing in help desk and customer service software solutions. It creates a centralized 24/7 customer support destination that's attractive, brandable and simple to use. Customers can manage support tickets, and they're updated with news and announcements. Feature options include macros to populate several fields with one click, custom notifications, and customizable fields.
For your customers: Your customers want to be able to help themselves, 24/7. Kayako makes it easy for your team to capture knowledge and turn answers into rich self-service content, and will automatically suggest self-service answers as customers type out their queries. For your agents: Your agents want to deliver great customer support as fast as possible. Kayako provides them with the information and tools they need: a complete customer support history, automatic answers, macros and intelligent ticket routing all in a blazing fast, intuitive interface. For your managers: Kayako turns helpdesk data into actionable business insights with 100 out of the box reports.
Using Genesys customer support agents can manage all communications coming from multiple channels through a single platform. You can manage both non real-time communications such as email, fax and webforms, as well as real-time communications such as SMS, MMS, live chat and social. Along with inbound and outbound IVR and agent routing, Genesys also provides customer self-service, workforce management and optimization, mobile marketing, payments & collections
Routing: Route customers to specific agents, staff members, departments or groups based on a number of factors such as cost, location, service level, intent, last agent and schedule. Inbound IVR solution: Call recording, Voice biometrics, SMS, GPS lookup service, Natural language-based name and address capture, andReal-Time transcription. Genesys CX Analytics: Use dashboards and reports to get valuable metrics on the performance of calls and make changes in real-time. Multi-Channel IVR: Interact with customers on chat, SMS, mobile devices, phone, social, email, fax and more. Voice: Inbound, Outbound or Self-Service. Web: Email, Forms, Chat, WebRTC, Social Media. and more.