By sudha | 27, October 2014
Acqueon Technologies Inc., a leader in the customer collaboration industry, has released AiQ 5.1, the newest version of its contact center solution for Microsoft Lync. AiQ provides complete contact center functionality to the Unified Communications platform, enabling businesses to replace their existing call center with a Lync-Native contact center. New features of the 5.1 release include tighter Lync integration with full Lync client and softphone support as well as a robust real-time dashboard for enhanced insight and analytics.
As a true multi-channel, inbound/outbound contact center solution, AiQ lets businesses deliver the cutting-edge customer service that customers increasingly expect. Acqueon also remains one of the few Lync contact center providers to offer a true enterprise-grade outbound component with predictive dialing and list and campaign management capabilities.
AiQ integrates with Lync via UCMA, acting as a natural extension of your Lync Unified Communications environment. Now with full Lync client and softphone support, users can interact with customers all within the familiar Lync user interface. Call routing now acts intelligently with agent presence state in Lync, and calls routed to agents will use the presence state to determine those available and those on a call. Agents taking calls through AiQ will be reflected as being busy in their presence state.
Another new feature of AiQ 5.1 is a robust, real-time supervisor dashboard. This tool gives supervisors greater insight into contact center operations.
“AiQ 5.1 is intended to let businesses currently using Lync as a Unified Communications platform in the office extend that same Lync functionality into the contact center,” said Ashok Raj, Vice President of Product Management. “Now with tighter Lync integration, agents can handle contact center operations all within the familiar Lync client. This functionality added to the already robust, omni-channel contact center platform gives businesses a viable solution to replace expensive, legacy-PBX–based call centers.”
Request a live demo of AiQ 5.1 and learn how you can replace your call center with a Lync-Native Contact Center.
Acqueon Technologies Inc. specializes in developing software solutions for the customer collaboration space. These products and solutions use business logic to deliver a distinctive customer experience by enabling organizations to build better relationships with their customers. For more information, please contact [email protected] or call (888) 946-6878 (Americas/Europe) or (91-44) 6108-4800 (APAC/MEA).