Name: Kiininet CXP
Author: Kiininet

Help Desk

Web and Video Conferencing

Customer Support

Feature Management

Functional Testing

Mind Mapping

Development

Business Intelligence (BI)

Calibration Management

Collaboration

Dropshipping

Enterprise Search

Integrated Workplace Management (IWMS)

Intellectual Property (IP) Management

Enterprise

Accounting

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Course Authoring

Employee Performance Management

HR Management

On-Demand Payment

Payroll

Resume Parsing

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

eLearning Content

Human Resources

3D Printers

3D Printing

Business Process Automation

Cloud Storage

Configuration Management

DevSecOps

Disk Cloning

Fraud Detection

IT Professional Services

Integration Platform as a Service (iPaaS)

Interoperability

Metadata Management

Network Access Control (NAC)

Network Performance Monitoring

Remote Monitoring and Management

SaaS Backup

Scale-Out Storage

Server Virtualization

Static Application Security Testing (SAST)

Storage Area Network

Test Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Ecommerce Personalization

Email Marketing

Event Management

Marketing Attribution

Marketing Automation

Search Marketing Intelligence

Social Media Advertising

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Transcription

Professional Services

Customer Relationship Management (CRM)

Sales

Secure Service Edge (SSE)

Security

Car Rental

Construction Accounting

Direct Secure Messaging

Home Health Care

Hospital Management

Medical Office EMR & EHR

Population Health Management

Veterinary

Vertical-Specific

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Kiininet CXP is an intelligent communication platform provided by Kiininet Network Systems S.A. de C.V. According to the vendor, this platform is designed to assist businesses in improving customer service and support, enhancing customer satisfaction, and gaining a competitive edge. It caters to businesses of all sizes, from small startups to large enterprises, and is utilized by various professions and industries, including customer service representatives, contact center managers, customer experience managers, business analysts, and IT managers. Industries such as financial services, retail, entertainment, telecom, and manufacturing commonly employ this platform.

## Key Features

**Smart Communication Platform**: According to the vendor, Kiininet CXP is an intelligent communication platform that enables businesses to streamline their customer service operations, optimize workflows, and standardize service processes.

**Adaptable and Flexible Configuration**: Kiininet CXP offers businesses the flexibility to customize the platform to meet their specific needs. The vendor claims that it can be easily configured to accommodate the unique requirements of any company, regardless of complexity.

**Improved Business Processes**: The vendor states that Kiininet CXP helps businesses enhance their performance and control by assisting in the design and optimization of key business processes. It aims to streamline workflows, reduce manual efforts, and increase overall operational efficiency.

**Multi-Channel Contact**: Kiininet CXP enables businesses to provide customer support through various communication channels, including phone, email, chat, and social media. According to the vendor, this ensures that customers receive timely and effective assistance across their preferred channels.

**Ticket Management and Tracking**: Kiininet CXP provides a comprehensive ticket management system that allows businesses to categorize and prioritize customer inquiries. It enables efficient tracking and management of customer interactions, ensuring prompt resolution of issues. The platform also offers notifications for status updates and service level agreement (SLA) milestones, keeping customers informed about the progress of their tickets.

**Self-Service Help Center**: According to the vendor, Kiininet CXP offers a self-service help center where customers can access a knowledge base with articles, FAQs, and troubleshooting guides. This empowers customers to find solutions to their queries independently, reducing the need for direct customer support and enhancing the overall customer experience.

**Agent Productivity and Collaboration**: Kiininet CXP allows businesses to organize and optimize their support agent teams by defining schedules, service level agreements (SLAs), and escalation levels. It facilitates efficient collaboration among agents, ensuring smooth workflow and effective resolution of customer issues. The platform provides a centralized view of customer information and interactions, enhancing agent productivity and enabling personalized customer service.

**Comprehensive Customer Insights**: Kiininet CXP consolidates customer information and interactions into a unified view, providing businesses with comprehensive insights into their customers. According to the vendor, this enables businesses to better understand customer preferences, behavior, and history, facilitating personalized and targeted interactions. The platform also offers robust analytics and reporting features to derive valuable insights for decision-making and continuous improvement of the customer experience.

**Role-Based Access Control**: Kiininet CXP supports multi-user access with role-based permissions and content visibility. According to the vendor, this allows businesses to define specific content and access permissions for each user, ensuring data security and proper access control. The platform provides granular control over user roles, enabling businesses to manage user access based on their roles and responsibilities.

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

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Kiininet CXP

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Kiininet

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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Kiininet CXP

Overview

What is Kiininet CXP?