Instant Messaging or “IM”, is the ability
to transfer text messages in real-time over the Internet
or a corporate network. It has spread from the consumer
arena to the workplace and is now gaining in importance
as a means of communication and collaboration –
not only within the enterprise but also with the enterprise’s
suppliers, customers, outsourcing vendors and other transaction
partners. IM is an important component connecting data,
platforms, processes and people to increase productivity
and save costs.
Acqueon iQ leverages all the advantages of instant messaging
using LCS, a Microsoft tool. This helps call centers to
look and think beyond the horizon.
Acqueon iQ has the following features built into its Chat
Media module:
Differentiated Features
Inbound Chat Conversation Features
Transfer Chat Conversation Features
Outbound Chat Calls
Differentiated Features
Add
Notes |
Agents
can add notes for their reference in a notepad
and save it for later reference. |
Diagnosis |
Informs
the agent about the current configuration of
the agents desktop. In case of any error, the
same is shown in the diagnosis. |
Last
Customer Interaction |
Agents
can view the previous interactions of the customer
across channels in the Last Customer Interaction. |
Administration |
The administrator
through the admin link can avail various options
like configuring skills, channels rule sets
etc. |
Business
Activity Manager |
BAM
gives real-time performance of an agent /contact
center. |
Call
Virtualization Manager |
CVM displays
all the call/voice requests/sms currently waiting
in the queue waiting to be serviced. |
Acqueon
iQ Reports |
Acqueon
iQ reports give a detailed analysis of contact
center performance in real time. |
Inbound Chat Conversation Features
Universal
Queuing Engine |
The universal queuing engine
performs the role of a soft ACD and routes the request
of an incoming chat conversation request to the
best available agent. |
Agent Desktop |
When an agent logs in with the
authenticated credentials the agent desktop pops
up. |
Log In |
The agent gets a log in form
through which the agent is supposed to authenticate
himself with the assigned user id and password. |
Flash
Client |
The customer through a flash
client in the company’s web page can initiate a
chat conversation with an agent. |
Accept/Reject
Request |
When an agent gets a chat conversation
request, the agent can accept/reject the chat conversation
request. |
Canned
Messages |
Agents can also send auto text
messages to the customer thus improving agent productivity.
|
End
Chat Conversation |
To
end a chat conversation, the agent has to click
on End Call. |
Wrap
Up |
Once a call is ended, the agent
is in wrap up mode to enter wrap up comments and
description. |
Transfer Chat Conversation Features
Transfer/Conference
To Next Level |
The agent can transfer the chat
conversation to another agent/supervisor by clicking
on Transfer/Conference in the soft phone. |
Customer
Request Modifier (Settings) |
This option helps the agent to
change the skills of a call and transfer/conference
it to another agent/supervisor. |
Buddy
Options |
Agents can
add other agents across skills/contact centers
as their buddies and perform a variety of options
like transfer call, conference call etc.
|
Transfer/Conference
To Buddy |
The agent can transfer the chat
conversation request to another agent who has been
added as a buddy by selecting Transfer/Conference
in the buddy options. |
Outbound Chat Calls
Make
Call |
Agent through this
option would be able to make outbound calls. |
|
Send
E-mail
|
Agents can
send outbound e-mails through Acqueon iQ editor
directly by selecting the Send E-mail.
|
|
