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Acqueon iQ's Abilities
Unlike proprietary, monolithic systems, Acqueon iQ’s layered
architecture easily handles Multiple Sites, Channels,
Operations, PBXs and Enterprises (Multi-SCOPETM).
This helps businesses deploy Acqueon iQ to solve immediate
business needs and rollout additional capabilities when
needed. As businesses grow, Acqueon iQ can be configured
to manage everything from one workgroup to dozens of contact
centers around the world. Acqueon iQ gives businesses,
outstanding capability in customer interaction management.
Acqueon iQ grows with business
Acqueon iQ’s flexibility comes from its unique open software
platform that delivers Multi-SCOPE capabilities without
a plethora of specialized hardware or custom software.
Acqueon iQ has the inherent power to handle thousands
of customer interactions per hour, even across multiple
sites, by using only Microsoft Windows servers. The powerful
universal queue handles real-time agent presence and selects
agents based on pre-defined business rules (skills-based
routing). So, no programming is required.
Acqueon iQ moves with business
When the business environment changes, Acqueon iQ lets
businesses rapidly respond by tailoring the contact center
to meet the customer’s immediate needs. Complex ACD routing
or programming is not required. This helps businesses
significantly improve the efficiency of existing resources
by simply tuning business rules to match changing business
requirements. Since everything happens in real-time, businesses
can start seeing the results immediately, as new contacts
are added to the queue.
Acqueon iQ works across channels
Acqueon iQ is a multi-channel (voice, e-mail and chat)
interaction and a multi-modal response (fax, sms, voice)
platform. The Universal Queue Manager performs the role
of routing multi-media contacts, eliminating the need
for proprietary ACD systems. There can be a single queue
for multiple contact centers within an enterprise or multiple
queues for single contact center (tenancy basis), in this
architecture. The use of presence detection and relay
of that information is an integral part of the design
and this facilitates the routing of contacts across geographies,
to the best-suited agent.
Acqueon iQ works across environments
Acqueon iQ works in TDM as well as IP environments and
this is the biggest differentiator among competing products.
It’s just like an enterprise application. The system is
natively enabled for SIP and can work with existing ACD
systems or IP PBX systems. It can also communicate with
SIP devices or mobile handsets. The system has Business
Activity Monitoring for real time contact center statistics
and a robust unified reporting engine. Built on the .NET
framework, the desktop application uses web services architecture
to integrate with LoB systems, CRM systems or any third
party applications.
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