By Ashok N | 28, February 2013
Acqueon Technologies’ List and Campaign Manager (LCM) was chosen for a leading commercial bank with a network of 2,620 branches and 10,469 ATMs. The bank is updating their manual dialing system, where they reach customers for all personal loans, home loans, insurance plans, and credit cards by individually dialing out to each prospect via 5500 outbound agents across 18 contact center locations. Acqueon’s LCM will supplement a full-fledged Cisco UCCE contact center, automating and expediting their calling process. The implementation is of record size for Acqueon, Servion, and Cisco globally.
Cisco Systems, Inc. and Servion Global Solutions recommended Acqueon’s LCM solution. They took a consultative approach with the bank and worked with their business teams to address top-level initiatives and align with IT guidelines for ease of deployment and management. The bank emphasized the importance of reaching their customers within five minutes of their first action in order to provide efficient, uniform experiences. Additionally, they required real-time dashboards for executive teams to maintain overall control of call volumes, a recent supervisor feature that was added in LCM.
“This is a strategic project for Servion, Cisco, and our many partners,” said M. Rangarajan, Executive Director of Servion Global Solutions. “Outbound call support was a critical piece of functionality that was extremely complex in this scenario. Acqueon’s LCM product matched the needs of the customer and helped the entire project come together successfully.”
With Acqueon’s LCM, the organization will be able to effectively manage the life cycle of each customer throughout their contact cycle. The product’s three-tiered contact lifecycle management enables agents to define, monitor, and route contacts as they move through the system. Agents are able to build targeted contact lists, reach those contacts via multiple channels, and then define the appropriate business outcome to dictate next steps. Acqueon’s LCM will also include a lead staging system (LSS) to get real-time feeds from various backend systems, feed them to LCM for campaign management, and dial out using the Cisco Dialer.
“After an extensive vendor evaluation, the decision by the bank to select Acqueon’s LCM solution demonstrates our ability to operate in contact centers with scalability and capabilities beyond those of other vendors,” said David Sokoler, VP of Product Development for Acqueon. “Chosen for its superior outbound campaign management, industry-leading algorithms, and overall scalability, Acqueon’s LCM will provide the bank with dramatically improved campaign performance over their existing solution.”