About Acqueon

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

Incorporated in 2005, Acqueon specializes in developing products and solutions for the Customer Interaction Management (CIM) industry. Acqueon has integrated next generation technologies into its product portfolio as a result of the acquisition of 5by5 Networks Inc (2007), and by acquiring to its portfolio, the entire product suite of Servion Global Solutions (2009).

Acqueon products and solutions

  • Offer a compelling Total Cost of Ownership (TCO), which is further enhanced by rapid deployment
  • Handle millions of transactions every day at multiple sites
  • Are implemented across various verticals such as Banking, Insurance, Retail, Telecom, Healthcare, and Education among others, in over 17 countries

Patented technology

Acqueon has to its credit, a patented technology – the Pull Architecture Contact Center. This provides a method and system for distributing inquiries to appropriate agents. The pull architecture has many advantages over the conventional push architecture. For example, the traditional ‘push’ of customer inquiry and customer information is replaced with a ‘pull’ paradigm that assures that an agent receives both the inquiry and the information and enables transfers and conferencing.

In certain situations, a customer inquiry is not forwarded to the selected agent until the agent reviews the customer information and ensures that customer information provided in the initial interaction does not need to be reentered. The benefits offered to the customer are

Increased customer satisfaction

  • Better targeted and delivery of service
  • Better balance of contact load (customers do not have to wait in endless queues)
  • Standardized handling of all contact
  • Increased rate of First Call Resolution (FCR)

Reduced operational expenses

  • With increased FCR, number of repeat calls for the same query comes down. This results in better utilization of agent time and keeping the number of agents limited as per requirement.
  • Multiple skilling of agents for a single customer call (again, keeping the agent requirement tight)
  • The universal queue engine can calculate least cost routing based on production cost and route calls accordingly

Partnerships

With a dedicated team spanning across product management, product engineering, product and partner support, Acqueon’s go to market approach is led by business partners.
Acqueon works closely with technology leaders like Avaya, Cisco, Microsoft, Voxeo and Dialogic to integrate their technologies into the Acqueon suite of products or by building complimentary modules.