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FAQ

Frequently asked
questions

Everything you need to know about Kontakami.

What is Kontakami?
A help desk management application for inbound and outbound that brings customer service, telemarketing, and social media together on one platform.
What services does Kontakami provide?
  1. Inbound Voice: incoming calls from customers to the contact center, such as PSTN and Web Call.
  2. Inbound Chat: incoming messages from customers to the contact center handled by an agent, such as Web Live Chat and WA Live Chat.
  3. Inbound Chatbot: incoming messages from customers handled by a bot, such as Web bot and WA Chatbot.
  4. Outbound Voice: outgoing calls from the contact center to customers, such as Telemarketing/Marketing Campaign and Call Back.
  5. Outbound Chat: outgoing messages from the contact center to customers, such as WhatsApp Broadcast.
  6. Omnichannel: Facebook, Instagram, TikTok, Email, WhatsApp Business API
What features does Kontakami have?
Kontakami provides an integrated contact center solution that combines omnichannel communication, AI, customer service management, operational automation, and analytics in one platform.

1. Omnichannel & Customer Communication

  • Omnichannel Communication
  • WhatsApp Personal & WhatsApp Business API
  • Social Media Management (Instagram, Facebook & TikTok)
  • Email Management
  • Softphone & Web Call
  • Video Call
  • Website Communication Widget
  • Contact Management & Customer History
  • Internal Team Communication

2. AI & Automation

  • AI Agent (Chat & Voice)
  • AI Voice & Robocall
  • AI Quality Assurance (QA Scoring)
  • AI Query & Business Insights
  • Knowledge Base & AI Assistance

3. Helpdesk & Service Management

  • Ticket Management
  • SLA & Escalation Management
  • Automated Routing & Round Robin
  • Appointment & Queue Management
  • Product & Service Management
  • Response Templates & Automated Notifications

4. Outbound & Campaign Management

  • Marketing Campaign Management
  • Predictive Dialer
  • WhatsApp & Email Broadcast
  • Do Not Call (DNC) Management
  • Contact List Management & Call Performance

5. Analytics & Quality Management

  • Real-Time Dashboard & Reporting
  • Inbound & Outbound Analytics
  • Ticket Analytics & SLA Reporting
  • Customer Satisfaction (CSAT)
  • Voice of Customer (NPS)
  • Workforce Management (WFM)
  • Supervisor Live Monitoring (Listen, Whisper & Barge)

6. Administration & Integration

  • User & Role Management
  • Access Control & Team Configuration
  • Business Hours & Workflow Automation
  • API & System Integration
  • Data Export & Business Intelligence Integration
Do I need to download an app?
No. Kontakami is a web-based application.
Who can use Kontakami?
Businesses in any industry that want to improve the quality of their customer service.
How do I subscribe to Kontakami?
Please reach us on the Contact us page.
For companies subscribed to Kontakami, how do their customers reach the contact center?
  1. PSTN phone calls (021xxx, 1500xxx, 0809xxx, 1400xx and others)
  2. Messages from social media (Facebook, Instagram, and TikTok)
  3. Access without a phone number (Contact Widget)
What is Access Without a Phone Number?
Customers can reach you without a phone number through the Contact Widget, where they can:
  1. Call via Web Call (internet)
  2. Chat via live Web Chat
  3. Chat via live WhatsApp (add-on)
  4. Chat via Web Bot and WhatsApp Bot (add-on)
  5. Email
  6. Use a self-service FAQ (add-on)
How do customers open the Contact Widget?
Customers can open the Contact Widget by:
  1. Clicking the widget button on the company website
  2. Scanning a QR code, for example from a brochure or flyer
  3. Clicking a link on a social media profile or in the company app

See How Kontakami Works for Your Business

Book a demo with our team to see firsthand how Kontakami can be tailored to the operational and customer service needs of your company.

Book a demoRead the FAQ