Built to fully integrate with the familiar Microsoft Office interface, Microsoft Lync is a unified communications platform that serves as an IP PBX system. The newest version of the AiQ contact center platform now integrates seemlessly to Microsoft Lync through the UCMA API. AiQ 5.0 not only gives Microsoft Lync users full contact center functionality, it provides a foundation to support future communication technologies, such as video, to seemlessly be streamlined through its API as they arise.
This flexible enterprise-ready platform gives users real-time presence information, audio/video/web conferencing, and enhanced instant messaging to help them connect with their contacts more efficiently and effectively.
AiQ is built on the distinct and deliberate design philosophy of Context Awareness, Intuitive Interactions, and ProActive Reach.
Knowing the customer and how they prefer to interact with the organization
AiQ interfaces with corporate systems to bring customer information to agent fingertips so that each interaction can be intelligent, efficient, and concluded successfully with no unnecessary follow-up. Context awareness is also understanding what media the customer chooses to use - voice, email, or SMS and providing them support via that media.
Understanding why the customer is contacting the organization
AiQ intelligently routes customers to the right agent the first time to provide them service. Sometimes this means knowing why the customer is calling even before the agent says hello.
Intelligently providing service to the customer on a proactive rather than reactive basis
By allowing agents to contact their customers before their customers contact them, ProActive Reach not only prevents heavy influxes of inbound calls, but instills a customer-centric point of view in every interaction.
Native UCMA Integration to Lync
Future-proof your investment with seamless integration for new technologies supported by the Microsoft UCMA API
Compatibility with Lync Server 2010
Transform your PBX into a complete ACD contact center solution
Enable real-time presence information and enhanced instant messaging
Adaptability to Communication Trends
Connect with customers across a multitude of touch points as new modes emerge
Versatility and Adherence to Standards
Integrate AiQ with most corporate systems and voice or data architectures
Lower total cost of ownership as compared similar platforms
New Features for AiQ 5.0
Native integration to Microsoft Lync via UCMA
AiQ now integrates with Microsoft Lync via the UCMA API to give customers access to any and all current or future unified communication technologies supported by Microsoft
With Acqueon's AiQ, the Microsoft Lync PBX is transformed to support a complete ACD contact center solution. AiQ enhances Microsoft Lync with inbound/outbound dialing, call recording abilities, and multi-channel capabilities such as voice, email, web chat, SMS, and social media.
Enhanced Outbound Capabilities
The Outbound module has been enhanced to allow the business to handle the most complex outbound
campaign requirements. Select features include:
Multiple filters for list segmentation
Support for outbound campaigns across voice, email, or SMS interchangeably
Consultative transfer/conference calls to external PSTN cloud
This innovative new feature allows agents to connect the customer with the representative or non-contact center expert best suited to serve their needs at any location via the PSTN cloud. Reduce customer dissatisfaction and provide first call resolution with the help of this advanced feature.
Granular control of role & authentication
Customize each role by selecting rights applicable to each position in the contact center. This allows for greater flexibility and control for each defined role. Specify whether certain roles can just view or can change system parameters.
Routing across channels with a common set of business rules
Graphical scripting for skill-based routing
Scalable and high performance
SIP based IVR platform
Provides a graphical scripting tool for call flow development
HTML-based chat engine, canned messages, file upload and page push
E-mail: Categorization engine – keyword search, canned messages, file attachments, auto responses and junk mails
SMS (same interface as chat)
Fax (through e-mail channel)
Voice support for multiple pacing modes (preview, power and predictive)
Call progress analysis - CRBT detection
Dial plan (contact life cycle management)
Do Not Call (DNC) list
Time zone management
Contact selection filter
Scripting tool to design agent Q & A sessions
Ability to set multiple call back requests for callers in queue
Ability to set Web callback
Integrated Web-Based Agent Desktop
Supports Lync softphone
Supports all delivery channels
Supports business applications
Last Customer Interaction (tracking customer transactions across channels)
Agent presence management and propagation
Inbuilt voice recorder for both inbound and outbound calls
Web-based supervisor console
Multiple historical reports
Inbound and outbound voice or other inbound channels