Kaizn – AI Contact Centre Solutions - CX Technology – Cloud Contact Centre Solutions

About Kaizn – AI Contact Centre Solutions - CX Technology

Kaizn is a CX and technology advisory company supporting businesses across Australia and New Zealand (ANZ). The team helps businesses improve customer experiences through contact centre solutions, cloud communications, AI-powered technologies and customer engagement strategies. As a Zoom partner, Kaizn helps businesses make better use of Zoom and other modern communication tools to improve collaboration, automate processes and deliver better customer experiences.

About Cloud Contact Centre Solutions

Kaizn's cloud contact centre solutions help businesses manage customer interactions through a flexible, cloud-based platform. They enable teams to handle calls, improve customer service, streamline daily operations and support remote working without relying on traditional phone infrastructure.

• ACD
  • Multiple Skill Groups Supported
  • Supervisors Can Log Out Agents Remotely
  • Listen and Monitor Agent Conversations
  • Multiple Announcements and Music Treatment Provided
  • Skill Based Routing
  • Supervisor Can Change Skill Groups

• CTI
  • Multisite Routing
  • Queue Optimization
  • Abandoned Call Recovery
  • Screen Pop
  • DeskTop Integration

• Dialer
  • Outbound Dialer
  • Preview Dialer
  • Predictive Dialer
  • Answering machine detection
  • Proactive outbound
  • Call Compliance US
  • Call Compliance Canada
  • Call Complinace Other
  • Outbound Multi Channel Engagement

• IVR
  • Accurate prediction of expected wait time in queue
  • Natural languge speech recognition?
  • IVR and Channel Testing
  • Load Testing

• Intelligent Virtual Agent (IVA) assistance
  • Automatic Callback
  • Visual IVR
  • Customer Preference And Behavior Based Menus
  • Speech Recognition
  • Text-to-speech (TTS)
  • Speaker Verification
  • Seamless Transfer of customer information from self-service to agent
  • Universal Queueing
  • Real Time Reporting

• Virtual CallBack
  • Multi Channel Virtual Callback

• Social Media
  • Social Media Monitoring
  • Threading of Messages
  • Social Media Community
  • Social Media Workflow
  • Video

• Multi-channel - Omni Channel
  • Unified contact channels
  • Unified blending
  • Unified Administration
  • Unified Routing
  • Unified Reporting
  • eMail Management
  • Unified Comminications

• PBX
  • VoIP Phone System

• Voice of the Customer
  • Customer Journey mapping

• Workforce Management
  • Workforce Scheduler
  • Intraday management
  • Reforecast based on intraday management
  • Automated Workflows
  • Support Languages
  • Multi Site Virtual Contact Center
  • Centralized Administration for Multi Site
  • Access by Individual User
  • The Solution Maintains an Audit Trail
  • Multi Channel Forecasting
  • Allow for Outbound Forecasting
  • Account for Holidays, Seasonality
  • Number of Weeks solution can be scheduled ahead of time
  • Support Split shifts
  • Support Agent Preferences/bidding
  • Allow manual manipulation and editing
  • Strategic what - if scheduling
  • Long-term forecasting and planning
  • Unlimited months forecasted
  • Long-term budget planning
  • Track and Support historical agent adherence
  • Track and Support real-time agent adherence

• Training and Coaching
  • agent coaching
  • elearning
  • classroom training

• Quality Monitoring
  • Real-time monitoring of voice and screen
  • Web interface
  • Schedule for call recording
  • Playback for any LAN/WAN workstation
  • Speech Analytics
  • Analytics based on keywords or phrases
  • Screen Playback synchronized with audio
  • Instantaneous call retrieval
  • Flexible rules editor
  • VoiP recording
  • Voice and screen saved in standard file formats
  • Calls automatically routed to evaluators
  • Search for call on Ad hoc basis
  • Efficiency in filling out forms
  • Integrated Reporting
  • Multi-site Recording
  • Screen Recording
  • Virtual Contact Center Recording
  • Open Source Recording
  • Compliance monitoring

• BPO
  • Inbound
  • Outbound
  • Blended
  • BPO Chat
  • BPO Email
  • BPO Social
  • BPO Onshore
  • BPO Offshore
  • Virtual agent recruitment/staffing

• Integration
  • Systems Integration
  • CRM Integration
  • Other Consulting Services

Directory Categories

• ACD Systems
• Call Center Agent Monitoring Software
• Call Center eLearning
• Chat and Virtual Agents
• Cloud Contact Center Solutions
• Computer Telephony Integration (CTI)
• Contact Center Messaging
• Contact Center Workforce Management
• Customer Experience Feedback and Analysis
• Customer Interaction Management - Find Customer Care Resources
• Data Analytics
• Employee Assessment
• Gamification
• Help Desk
• Interactive Voice Software
• Knowledge Management Software
• Language Services and Language Interpretation
• Mobile Contact Center Technology
• Multichannel and Omnichannel Call Center
• Performance Management
• Predictive Dialer Software
• Remote Call Center Agents
• Robotic Process Automation
• Self-Service Software
• Service Agencies-BPO
• Social Media - Social CRM
• Speech Recognition Software
• Testing – Data and Performance Analytics
• Unified Communications
• Unified Desktop
• Workforce Optimization