Microsoft Lync brings an unparalleled Unified Communications environment and user experience to businesses of all sizes. AiQ is Acqueon's Contact Center solution for Lync. AiQ lets businesses extend Lync into the Contact Center, allowing agents to leverage the intuitive, collaborative features Lync provides.
This flexible, enterprise-ready platform gives businesses the tools needed to replace their existing call center with a complete Lync-based Contact Center.
Knowing the customer and how they prefer to interact with the organizationLearn more about context awareness
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.
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.Learn more about intuitive interactions
The universal queue engine used in AiQ routes requests coming not only from the voice channel but also chat, email and SMS. Every contact with your business will be delivered to the agent best suited to handle the request.
Intelligently providing service to the customer on a proactive, rather than reactive, basisLearn more about ProActive Reach
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. Delivering customer service on a proactive, rather than reactive basis is a growing customer service trend that is used to increase customer satisfaction and build brand loyalty.
Maximize Your Lync Investment
AiQ lets businesses consolidate their communications infrastructure with Lync by eliminating the need for a separate vendor platform in the contact center. This eliminates unnecessary service costs and frees up IT resources. Additionally, with AiQ in the contact center agents can leverage the intuitive, collaborative features Lync provides.
Improve First Call Resolution
Intelligent call routing, call conference and transfer, presence and instant messaging are all features which give agents the tools needed to provide the customer with a resolution within a single interaction.
Meet Growing Customer Demands
Customers are increasingly expecting personalized, flexible and proactive service. Multi-channel support gives customers options as to how they would prefer to interact with your business. Complete outbound support lets your business provide customer service on a proactive rather than reactive basis.
Lower TCO Compared to Similar Platforms
When compared to competitive platforms, AiQ consistently holds a lower TCO
"Businesses using Lync Enterprise Voice will benefit greatly by extending Lync into their organization’s contact center. With a Lync-based contact center, businesses can eliminate the cost and strain of managing and maintaining a separate contact center infrastructure." - Julie Burroughs, Executive Vice President