By sudha | 31, August 2012
Princeton, New Jersey-based customer interaction management firm Acqueon Technologies Inc. has formally announced the release of the latest version of its List and Campaign Manager solution.
LCM 2.0 was unveiled for the first time at Cisco Live 2012, which was held last month in San Diego, California.
Tightly integrated to Cisco Unified Contact Center Enterprise Dialer, LCM works with Unified CCE to organize and manage outbound dialing campaigns and resources, enhancing productivity through increased call volumes and a more efficient use of agent resources. Previously, LCM was only available to customers who deployed their contact center platforms on-premise. According to a press release, the updated version of LCM will be available immediately to new customers and as a software upgrade to existing customers.
The LCM 2.0 is compatible with Cisco Hosted Collaboration Service and available to Cisco customers who choose to outsource their contact center to a hosted or managed service provider.
Compared to traditional in-house contact center model, the hosted call centers are more cost effective, scalable and technically less complicated. As such, an increasing number of SMBs are adopting hosted contact center models to ensure flexibility and enhanced productivity. Due to its convenience, the hosted call center technology is fast outpacing the premises-based approach in terms of adoptability. The extended capabilities of LCM 2.0 have been designed to support the hosted call center growth.
In its upgraded version, LCM 2.0 incorporates hosted capabilities and various additional features such as a rebuilt user interface, support for integration to 3rd party applications, and multiple language capabilities. This make for more intuitive, productive, and streamlined outbound contact center operations, Acqueon explained.
The added capabilities also allow for customization of each calling platform according to the distinct business needs of the end-user. Armed with new streamlined, thin-client user interface, the application allows agents and supervisors to log-in from anywhere and thus helps reduce IT support overhead.
The icon-based tabs in the new interface allow administrators and supervisors to locate information quickly and reduce training time for new users.
LCM supports integration to third party applications, allowing organizations to create a customized “cockpit” for agents and supervisors. These cockpits allow agents to quickly access critical information from multiple corporate information sources, thus reducing call times and improving the customer experience.
In March last year, Acqueon Technologies announced its new communications and notifications management application, ProActive Reach. The product was designed for organizations to quickly and efficiently communicate with large groups of employees, customers or other groups of corporate stakeholders.
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