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Overview
Agenda
• About Acqueon
• The Need
• Acqueon iQ
About Acqueon
Acqueon Technologies Inc
• Acqueon 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 Technologies Inc
• 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 transactions 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 countries
The Need –
Business &
Contact Center
Challenges
Business Challenges
• For companies to meet their strategic
priorities such as increasing market share,
revenue, acquiring new customers and
enhancing the value of existing customers
they need to counter the following challenges
in their contact centers
– Complexities
– High cost to maintain
– Inefficiencies
– Inconsistent customer experience
Contact Center Challenges
• Multiple vendors – Integration nightmare
– PBX, IVR, CTI, etc supplied by multiple vendors
• High Expenditure – High Maintenance costs
– Individual vendors make initial investments very high
– Maintenance or change costs are very high
• Independent Communication channels – Lack of Consistent
Customer Experience
– Even though Multichannel is a reality, lack of channel integration
causes different service treatment for the same customer across
channels
• Complex Business processes – Segmented Applications
– Complex CTI
– No consolidated reporting
– Multiple User interfaces
• Static agents even when home agents are a reality
CIM – CRM Gap
• The need to marry CIM (Customer
Interaction Management) with CRM
(Customer Relationship Management)
• CIM should be a natural extension of the
CRM providing instant CTI and multi
channel capabilities
The Answer –
Acqueon iQ
Move away from a multi point
solution
Inbound
Outbound
Chat, Mail,
Mail, SMS
SMS
Outbound Web
Based LCI
Voice
Apps
Acqueon iQ –
Features
Features
• Inbuilt PBX
– Uses Dialogic DNI cards for TDM PSTN termination
– Also supports direct SIP trunking from PSTN
– Supports SIP or TDM trunking to connect to a PBX
– Agent Phones can be SIP based soft or hard phones
• ACD – UQE (Universal Queuing Engine)
– 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
Features
• Inbound Multi Channel Support
– Voice
– Chat (HTML based)
– Email (Rich Categorization Engine)
– SMS (Same interface as chat)
– Fax (Through Email Channel)
• Outbound Multi Channel Support
– Voice
– Email (Email Blaster)
– SMS (Support for GSM modem)
• Blended
– Inbound & Outbound Voice or other Inbound Channels
– Outbound Voice rate controlled by Inbound SLA
Features
• Outbound Voice – Support for multiple pacing
modes
– Preview
– Power
– Predictive – Static
– Predictive – Dynamic
• Quality Monitoring
– Inbuilt Voice Recorder for both Inbound & Outbound
calls
• Integrated Web based Agent Desktop
– Support for embedded SIP softphone
– Support for all delivery channels
– Support for Business Applications. E.g. CRM
Features
• Last Customer Interaction
– Tracking customer transactions across channels
– Shows agent who attended the interaction
– Shows contact outcomes and description set
– Provides chat and email transcripts
• Call Guide
– Scripting tool to design agent Question & Answer sessions
• Reporting & Administration
– Web based Administration
– Web based Supervisor Console
– Web based historical reports
– Business parameters based reporting
Features
• Outbound specific features
– Call analysis
• CRBT detection capable
– Call Strategy – Rescheduling Contact
• List & Campaign Management
– Contact selection
• Custom Filters
– Time zone management
– Do-not-call list management
Features
• Agent Presence Management and Propagation
• Multi Tenancy
– Create tenants for different business’s
• Callback Management
– Ability to set callbacks for callers in Queue
– Ability to set Web Callbacks
• Rapid implementation framework
– Slashes implementation cost and enables agility
throughout life cycle
– Open Standard Interfaces for Third Party Integration –
Web Services
Voice Architectures
Typical Architecture – Inbuilt PBX
Typical Architecture – Inbuilt
PBX (SIP)
Typical Architecture – SIP PBX
Typical Architecture – TDM PBX..1
Typical Architecture – TDM PBX..2
Typical Architecture – TDM PBX..3
Architecture With Cisco Unified
Communications Manager
Architecture With Avaya
Communications Manager
Acqueon iQ –
Agent Desktop
Web based Agent Desktop
Agent – Inbound Channel
Softphone
ACD
Call
Object
Scripting Functionalities
Data
base
System
TCP/IP
Scripting Functionalities
Tele
phony
Voice
Scripting Functionalities
Web
Service
Standalone IVR Platform
• Acqueon iQ has been designed such that
individual components can be deployed
standalone
• Acqueon IVR can be deployed as a standalone
IVR platform
• It can connect directly to the PSTN or can
connect to a SIP based PBX or a TDM based
PBX
• As customer requirements change other
features can be enabled on the platform
Standalone TDM IVR With Avaya
IVR Reports
Historical Report Viewer
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Acqueon iQ –
Administration
Group / Attribute Configurations
User Details
User Attributes
User Groups
User Buddies
Codes Configurations
Not
Ready
Reasons
Wrap-up
Codes
Canned
Messages
Audit Trail
• Captures all admin changes done with the
user details and date and time of change
Thank You
India Email: sales@acqueon.com
Phone: +91 9840711729 support@acqueon.com
USA
Phone: +1 609 945 3139