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klink.cloud

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Introduction

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klink.cloud Product Information

klink.cloud — Unified CX Platform

klink.cloud is an AI-powered, unified customer experience (CX) platform that consolidates voice, non-voice channels, and back-end workflows into a single, scalable solution. It enables omnichannel contact center operations, unified communications, conversational AI, and transactional automation to boost agent productivity, shorten response times, and deliver consistent customer experiences across channels (voice, SMS, social, email, chat, and more).

Overview

  • All-in-one platform for Voice and Non-Voice Customer Support, BPO/Outsourcing, and enterprise customer engagement.
  • Connects PSTN calling capabilities with Microsoft Teams and other channels, enabling global scale for contact centers.
  • Built-in virtual assistants, transactional chatbots, and AI-driven routing to automate routine tasks and reduce human workload.
  • Extensive integrations with apps you already use (WhatsApp, Messenger, Gmail, Shopify, etc.) to keep conversations flowing.
  • Real-time analytics, case management, unified inbox, and robust reporting to monitor performance and customer satisfaction.

How it Works

  1. Connect channels (voice, SMS, WhatsApp, Viber for Business, etc.) and your telephony infrastructure (PSTN, SIP trunk).
  2. Route conversations using AI-driven rules, customer profiles, language, VIP status, and other attributes.
  3. Automate transactions with AI agents and chatbots, or escalate to human agents when needed.
  4. Centralize all conversations in a unified inbox with end-to-end tracking and analytics.
  5. Analyze performance with real-time dashboards and insightful reports.

Key Capabilities

  • Omnichannel Contact Center: Unified handling of voice, SMS, email, live chat, social, and more in one place.
  • Unified Communications: Enterprise-grade communications that integrate PSTN calling and collaboration tools.
  • Conversational AI: AI-powered virtual assistants and transactional chatbots to automate workflows.
  • Virtual Phone Numbers: Global DID numbers from 80+ countries; easy global expansion.
  • SIP Trunking & In-App Calling: Flexible telephony options with reliable, scalable calling.
  • Integrations & Ecosystem: Connects with WhatsApp, Viber, Gmail, Shopify, and other business tools.
  • Case Management & Workflow: Track interactions with SLA, response times, sentiment, tags, and custom fields in a single customer profile.
  • Real-Time Analytics: Live dashboards for customer interactions, agent performance, and operational metrics.
  • Unified Inbox: Reply to messages across all channels from one interface.
  • BYOC (Bring Your Own Carrier): Connect your own numbers or SIP trunks.
  • By Industry & By Use Case: Tailored deployments for Insurance, Healthcare, Banking & Financial Services, Retail & Ecommerce, and more.

Use Cases

  • Enterprise contact centers seeking omnichannel orchestration.
  • BPO and outsourcing providers needing a single dashboard for clients and escalations.
  • Brands aiming to automate routine transactions and improve first-contact resolution.
  • Businesses requiring global telephony presence with integrated customer communications.

How to Use klink.cloud

  1. Sign up and configure your channels (voice, SMS, WhatsApp, Viber, email, etc.).
  2. Connect your telephony (PSTN/SIP) and virtual numbers.
  3. Create routing rules, AI agents, and escalation paths.
  4. Start handling conversations from a unified inbox with real-time analytics.

Safety and Compliance

  • Centralized data and activity tracking to support governance, auditing, and regulatory compliance across channels.
  • AI automation designed to augment human agents, not replace essential human oversight.

Core Features

  • Omnichannel contact center: manage voice, SMS, email, chat, and social in one place
  • Unified communications: integrate PSTN calling with enterprise collaboration tools
  • AI-powered Conversational AI: virtual assistants and transactional chatbots for automation
  • Transactional automation: streamline and automate routine processes to reduce agent workload
  • Virtual numbers & global reach: DID numbers from 80+ countries; scalable global presence
  • SIP Trunking & in-app calling: reliable, flexible telephony options
  • In-house & BPO-ready: single dashboard for client and agent workflows
  • Unified inbox & real-time analytics: centralized conversations with actionable insights
  • Industry-ready deployments: Insurance, Healthcare, Banking & Financial Services, Retail & Ecommerce, and more
  • Easy integrations: connect to WhatsApp, Viber, Gmail, Shopify, and other tools
  • BYOC options: bring your own carrier for flexible telephony
  • Case management: track SLAs, response times, sentiment, tags, and custom fields

What Our Customers Say

  • “A massive improvement in response times with agents more efficient than ever.”
  • “Unified conversations across channels boosted productivity and satisfaction.”

© 2023 K-LINK ENTERPRISE SOLUTIONS PTE LTD