Don’tjust interact.

Relate.Acqueon iQ | Contact Center in a Box

Is your Contact Center relationship-centered?

Infrastructure, resources, skills, technologies, and work-flows… configure these components right and you have a Contact Center that can interact with customers. Is it enough to realize the true potential of interaction? Not really; not until your Contact Center becomes relationship-centered.

Acqueon iQ – Don’t just interact. Relate.

Acqueon iQ is a Contact Center in a Box solution with an attitude – that the purpose of interaction is to relate. As a result, Acqueon iQ is designed to bridge the gap between an interaction (CIM) and a relationship (CRM). In any Contact Center, CIM becomes a natural extension of the CRM, providing instant CTI and multi channel capabilities. With Acqueon iQ, this is just a starting point. Applying its Relationship Quotient, Acqueon creates a full circle of relationship-interaction-relationship.

To make your Contact Center relationship-centered, Acqueon iQ is built on the following overarching, customer-driven precepts:

One Customer, One Path through the Contact Center

Acqueon iQ delivers Universal Queuing capabilities for a Contact Center. This enables you to create routing rules driven by the customer and not by independent channels. The result? Irrespective of multiple touch points, you provide one path that translates into a consistent customer experience.

One Customer, One View for the Agent

Customers expect service agents to have a clear picture of who they are and what their needs are. Through an Integrated Agent Desktop, Acqueon iQ transforms the view of the agent serving a customer. This cuts across channels and business applications to give the agent a crystal-clear, single vision of the customer, unifying all dimensions of the customer’s relationship with the business. This way, your Contact Center offers the best possible response to a customer.

One Customer, One Interaction

Customers value relationships where a single interaction can ensure that all their requirements and expectations are met. Acqueon iQ makes this possible by enhancing First Contact Resolution (FCR) capabilities, built on features such as LCI (Last Customer Interaction), multi-skilling, capturing previous transactions of the customer across

channels and enabling routing based on customer history.

One Contact Center, One Total Insight

Contact Centers need analytics and reports that are mean-ingful and relationship-centered. Acqueon iQ offers power-ful reporting features to help Contact Centers understand relationship stories the numbers tell. This helps you under-stand just how well your Contact Center is moving towards realizing the true purpose of interaction. Business benefits delivered by Acqueon iQ

Interaction that meets customer expectations leads to relationships that assure growing customer acquisition, retention, loyalty, and value; and, ultimately, successful brands and businesses. Acqueon iQ is designed to play a central role in making this happen, with compelling business benefits to boot as well:

A multi-tenant solution, Acqueon iQ delivers simplified integration of a Contact Center, power to leverage function-ality of various applications in the fullest manner, and ease in evolution of the Contact Center, through ongoing addition of new technology, applications, and functionality.

Acqueon iQ is designed from ground up to be a standards-based solution with open architecture and interface, using web services. Built on a rapid implementation framework, Acqueon iQ slashes implementation costs and delivers an agile solution throughout the life cycle.

Businesses need reliability, availability and scalability. Acqueon iQ delivers on all counts, with a Total Cost of Ownership (TCO) that is unmatched.

Acqueon iQ - Components

Acqueon iQ

Agentpresence PBX / ACD IVR

Blending

Predictivedialing

Outbounde-mail, SMS

Outboundvoice

Webbased apps LCI

Inboundchat, e-mail,

SMS

Inboundvoice

Voicerecording

PBX – Uses Dialogic DNI cards for PSTN termination – Supports SIP trunking from a PBX – Also supports direct SIP trunking from PSTN – Uses Dialogic HMP for SIP trunk (from service provider or IP PBX) termination – Agent phones can be SIP based soft or hard phones

ACD-UQE – Routing across channels with a common set of business rules – Graphical scripting for skill based routing – Scalable and high performance

IVR – SIP based IVR platform – Provides a graphical scripting tool for call flow development

Inbound – Voice – Chat HTML-based chat engine, canned messages, file upload and page push – E-mail Categorization engine – keyword search, canned messages, file attachments, auto responses and junk mails – SMS (same interface as chat) – Fax (through e-mail channel)

Outbound – Voice Support for multiple pacing modes (preview, power and predictive) – E-mail – SMS – Call Analysis CRBT detection – List management – Campaign management – Dial plan (contact life cycle management) – Do Not Call (DNC) List – Time zone – Contact selection

Blended – Inbound & outbound voice or other inbound channels – Outbound voice rate controlled by inbound SLA

Callback management – Ability to set callbacks for callers in queue – Ability to set Web callbacks

Integrated Web-based agent desktop – Support for embedded SIP softphone – Support for all delivery channels – Support for business applications – Last Customer Interaction (tracking customer details across channels)

Agent presence management and propagation – Availability of supervisor and peer presence – Easy search of agents – Transfer requests or consult across peers

Acqueon iQ – Features of Components

Unified agent desktop – inbound

Supervisor dashboard - ACD

Supervisor dashboard

with ease – Internal LAN chat

Call guide – Scripting tool to design agent question & answer sessions

Quality monitoring – Inbuilt voice recorder for both inbound & outbound calls

Reporting – Web based supervisor console – Web based historical reports – Business parameters based reporting

Acqueon Technologies Inc. 100 Overlook Center2nd FloorPrinceton NJ 08540Tel: 609-945-3139

E-mail: sales@acqueon.com

www.acqueon.com

About AcqueonAcqueon Technologies Inc specializes in developing products and solutions for the Customer Interaction Management (CIM) industry.

These products and solutions use business logic to deliver a distinctive customer experience by enabling organizations to not just interact with their customers – but relate.

Acqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which is further enhanced by rapid deployment.

Acqueon products and solutions handle millions of transac-tions every day at multiple sites and are implemented across various verticals such as Banking, Insurance, Retail, Telecom, Healthcare, and Education among others, in over 17 coun-tries.