SMART
COMMUNICATIONS -

CUSTOMER - CENTRIC SOLUTION
for SMALL, MEDIUM
AND LARGE BUSINESSES

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Telephone IP station Contact center

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What is KiwiCONTACT?

TELEPHONE
IP STATION

The centralized calls management for business. It is possible to combine several geographically distant offices into a single network allowing you not to miss any calls, to work more productively and communicate at the lowest cost from anywhere in the world. Sell effectively with KiwiCONTACT, consult remotely while staying at home!

CONTACT-
CENTER

The smart platform improving the customer experience by integrating voice and non-voice communication channels: calls, SMS messages. KiwiPBX is an integral part of the customer-centric strategy implementation

NUMBERING

Number transfer
Number assignment
International numbers
Fixed and mobile numbers
700th, 800th, 900th numbers

Why KiwiCONTACT?

COMMUNICATION

Omnichannel business communications are a single platform for managing the call center, autodialer, sms messages

INDIVIDUALISM

Individual adjustment of the contact center functions, their modification according to the company's business needs

SOLUTIONS

The implementation of KiwiCONTACT is possible both in on-premises and cloud environments

EFFECTIVE PROCESSES

Optimisation & automation. The implementation of transparent and and easy-to-manage processes. Increasing the company’s competitive capacity, the productivity enhancement from 15 to 50%. The growth of NPS index and sales

SAVINGS

Smart communication solutions significantly reduce the costs. Calls abroad on the average are up to 50% cheaper

LANGUAGES

Multilingual customer interface can contribute to a more convenient use of the system

Our clients

KiwiCONTACT telephone IP station

The calls and messages center: smart telephony

Calls

MANAGEMENT

Call pickup, forwarding, transfer, processing
Call routing with different forms of incoming calls transfer
Call detailing and printing
Dynamic call queues
Speed dial
Caller display shows the number of the person calling or the name and the surname from the Address book

IVR

MULTILEVEL
INTERACTIVE
VOICE RESPONSE

Automated voice greetings
Choosing conversation topics on the phone by pressing the DTMF button
Assignment of calls according to the selected topics and time
Transmission of prerecorded voice messages

Voice

SERVICES

Voice messages or music playback in standby mode
Voice mail
Call recording (incoming and outgoing)
Listening to recordings

EXTRA

VALUABLE
FUNCTIONS

Virtual conference room
(negotiation room)
Autodialer
Virtual fax
Short internal numbers

BENEFITS

Free conversations
between colleagues
Cheap local and international calls

SET

SYSTEM
AUTO-CONFIGURATION

Provisioning allows the ATA adapter to connect to the KiwiCONTACT server automatically and instantly receive login data: VoIP settings, Dial Plans and etc

Interactive voice response (IVR)

Manage the traffic easily and quickly improve the customer experience round the clock Increase the NPS index

Voice greeting

Thank you for your call.
Please choose from the following menu options:

Sales

Hello, my name is Alex.
How can I help you?

Technical support
and service

Hello, my name is Alex.
How can I help you?

Return

Hello, my name is Alex.
How can I help you?

What companies will the service be beneficial for?:

Companies that receive a huge number of calls, which do not want to miss any calls and aim at both distributing the calls among Agents effectively and in accordance with the prescribed logics and replying to the calls requiring standard answers with recorded voice messages
Companies implementing self-services: telebanking, billing and etc.

Functionality:

Automated voice greeting
Customer identification by the phone number or the inserted customer code
Choosing the conversation topics on the phone by pressing the DTMF button
Assignment of calls by the selected topics and time
Service priority in a queue may change according to the chosen topics
Call transfer to the voicemail number
Automatic voice recording of information from a company's database (for example, checking account balances, card expiry dates, etc.)
Calls statistics and report generation

Useful services

Conversation record and voicemail

Improve the quality of customer service

What companies will the service be beneficial for?:

Companies aiming at controlling and improving the quality of the customer service over the phone, at dealing and responding to customers’ complaints objectively.

The conversation recording service will help companies improve and develop service processes

Functionality of conversation recording:

Record of incoming and outgoing calls as well as internal calls (if necessary)
Storing conversation records
Call records search and filter according to a variety of parameters: the phone number, the date and the time of a call, an employee code, the duration of the conversation, etc.

Functionality of voicemail:

No missed calls and messages – all addressed messages will be received and you will be able to listen to them at your convenient time
Voicemail messages can be sent to one’s e-mail

Autodialer

Valuable services

Automatically call the compiled contact list and reach huge audiences in a short period of time

Autodialer (voice aotoinformer) is a service that allows to call customers from the database in an automatic mode without manual dialing and without the participation of Agents. It is especially efficient to call customers who use landline phones ant cannot be reached with SMS messages

Advantages:

By automating an essential part of the processes Smart Dialer allows to remove a significant workload from Agents. Moreover, it is the most inexpensive way to get customer feedback

What will the service be useful for?:

Companies working with a huge number of customers, which can be divided into segments according to specific characteristics

Chosen segments can receive voice messages specifically intended for them

Functionality:

Automatic dialer management (through the KiwiCONTACT administration panel or API)
Autodialer with recorded voice messages
Predictive Dialer: auto call with a possibility to connect with the Agent
Robotic recording mechanism (for example, checking an account balance, available limit, card expiration date, etc.)

Marketing

Announcements of promotions, events, new products or services offers, etc.

Feedback

questionnaires, surveys

Informing

Mass, segmented

Reminder

About a visit, a meeting, an event and etc.

KiwiCONTACT center

IMPLEMENTATION

The implementation of KiwiCONTACT is possible both in on-premises and cloud environments
Platform: the components of software management are consistent with each other and operate on the same principles
Languages: multi
Management: distant

SOLUTIONS

Solutions for different business segments
Individual solutions and modification according to the company's business needs
Integration: CRM, ERP and other internal business systems of the company

COMMUNICATION

The main communication channels are managed in one place:
An single smart business communication platform combining a call center, SMS messages, autodialer and etc.

AGENTS

KiwiAGENT functional module
adapted for large contact centers which simultaneously receive a lot of incoming calls. The module embraces the functionality of a workplace, user-friendly interface and the Agent assessment system

ANALYTICS

Real-time statistics and reports. Detailed history of all calls with the ability to use filters

Monitoring

Communication channels

In one management system

Manage the traffic easily and quickly Improve the customer experience round the clock Increase the NPS index

Incoming Call Management
Smart distribution and routing of
incoming calls.
Individual Call forwarding solutions

Call Queues Solutions
Distribution system of incoming calls between several Agents according
to a pre-selected algorithm

Outgoing Call Management
Callers can request a callback: from your website portal or from call waiting queues

Call distribution algorithms:

Simultaneously to all Agents

To all Agents in turn

To the Agent who has not responded to calls for a long time

To the Agent who serves the smallest number of calls

According to the set priority

KiwiAGENT

An Agent (operator) of contact center is a company’s employee who receives and handles calls. The Agent is a mediator between the company and the customer, therefore, it is He is the face of your company. The quality of service, NPS index directly depend on these employees

KiwiAgent module:

KiwiAGENT is a software guaranteeing the functionality of the Agent workplace and efficient implementation of the key tasks while working with the available KiwiPBX communication channels

KiwiAGENT WEB workplace with the following functionality:

Integrated WebRTC phone
Conversation scenarios with a feedback function
Customer database (address book)
Automatic identification of incoming and outgoing calls of the customers from the address book
The history of contacts from the address book
Missed calls reminder and information
Integration possibility with other CRM or customer service systems

Analytics

Analyse, monitor, control, react expeditiously

Statistics and reports

Monitor and analyse statistical KiwiCONTACT data visually displayed in different cross-sections. All data could be exported to XLS (Excel) or CVS (Comma separated) formats.

Accumulated statistics are displayed in the following reports:

Calls record
Queues record
Queues analysis
Workload of calls queues
Quality assessment
Details of quality assessment

Smart autodialer
IVR
Agent reports
Agent history
Faxes
Call analysis

Monitoring

Real time monitoring and analysis of:

Current calls

The status of queues and Agents

The status of connected VoIP phone, ATA adapter, Softphones

Plans

	KiwiPBX 5	KiwiPBX 10	KiwiPBX 30	KiwiCONTACT 10	KiwiCONTACT 20	KiwiCONTACT 30
Price without VAT per month	19.99 €	29.99 €	59.99 €	79.99 €	119.99 €	169.99 €
Quantity of external numbers	3	5	10	5	8	11
Quantity of local numbers	5	10	30	10	20	30
Conversation record
Schedulers
Voice mail
Disk storage	1 GB	3 GB	10 GB	5 GB	10 GB	20 GB
Number of conferences	1	2	3	1	2	3
Interactive voice response (IVR)	1	2	3	2	4	6
Number of queues	1	2	3	3	5	8
Autodialer			1	1	3	5
Agents functionality
Agents quality assessment
KiwiAGENT				3	5	8

To create an individual plan according to your business needs, please send us a request to e-mail info@kiwicontact.lt
We will contact you soon!