Oki Toki is an all-in-one call center software designed to optimize and manage inbound and outbound communication for businesses of all sizes. This versatile platform offers advanced call routing, real-time analytics, and multi-channel support, making it ideal for companies looking to enhance their customer service and operational efficiency.

What are the main features of Oki Toki?

Advanced Call Routing and Management

Oki Toki's call routing features are designed to ensure that every customer inquiry is handled efficiently and directed to the right agent. The software provides flexible options for setting up call flows and routing rules tailored to your business needs.

• Skill-based routing ensures calls are directed to the most qualified agents.
• IVR (Interactive Voice Response) allows customers to navigate through menu options for faster resolutions.
• Call queue management to organize and prioritize incoming calls based on various criteria.

Real-Time Analytics and Reporting

With Oki Toki, you gain access to powerful analytics tools that provide real-time insights into your call center's performance. This feature helps you monitor key metrics, identify trends, and make data-driven decisions.

• Live dashboards offer a real-time overview of ongoing operations.
• Detailed reporting enables the analysis of agent performance, call volume, and customer satisfaction.
• Customizable alerts to notify managers of critical issues as they occur.

Multi-Channel Communication Support

Oki Toki supports a range of communication channels, allowing your call center to manage interactions across different platforms from a single interface. This ensures seamless customer experiences and efficient handling of inquiries.

• Voice, chat, and email integration to manage all customer interactions in one place.
• Social media support for handling inquiries from platforms like Facebook and Twitter.
• Unified inbox to streamline communication and ensure no message is missed.

Agent Productivity Tools

Oki Toki includes a suite of tools designed to enhance agent productivity and performance. These features empower agents to work more efficiently and provide higher quality service to customers.

• Call scripting to guide agents through interactions with customers.
• Knowledge base integration for quick access to essential information during calls.
• Automatic call distribution (ACD) to optimize workload distribution among agents.

Oki Toki is a robust solution that brings together all the essential features required for a modern call center, ensuring efficient operations, better customer experiences, and insightful data to drive continuous improvement.