Acqueon iQ
Don't just interact. Relate.
Acqueon iQ is a complete multi-channel, multimedia product which helps enterprises not only to interact with their end consumers but also relate with them. It is capable of both inbound and outbound interactions, be it voice, e-mail, chat, and SMS. Historical and real time reports, blending, recording, and predictive and preview dialing modes are other prominent features.
Business Benefits
One Customer, One Path through the Contact Center
Acqueon iQ delivers Universal Queuing capabilities for a Contact Center. This enables you to create routing rules driven by the customer and not by independent channels. The result? Irrespective of multiple touch points, you provide one path that translates into a consistent customer experience.
One Customer, One View for the Agent
Customers expect service agents to have a clear picture of who they are and what their needs are. Through an Integrated Agent Desktop, Acqueon iQ transforms the view of the agent serving a customer. This cuts across channels and business applications to give the agent a crystal-clear, single vision of the customer, unifying all dimensions of the customer’s relationship with the business. This way, your Contact Center offers the best possible response to a customer.
One Customer, One Interaction
Customers value relationships where a single interaction can ensure that all their requirements and expectations are met. Acqueon iQ makes this possible by enhancing First Contact Resolution (FCR) capabilities, built on features such as LCI (Last Customer Interaction), multi-skilling, capturing previous transactions of the customer across channels, and enabling routing based on customer history.
One Contact Center, One Total Insight
Contact centers need analytics and reports that are meaningful and relationship-centered. Acqueon iQ offers powerful reporting features to help contact centers understand relationship stories that the numbers tell. This helps you understand just how well your Contact Center is moving towards realizing the true purpose of interaction.
Features
- PBX
- Uses Dialogic DNI cards for PSTN termination
- Supports SIP trunking from a PBX
- Also supports direct SIP trunking from PSTN
- Uses Dialogic HMP for SIP trunk (from service provider or IP PBX) termination
- Agent phones can be SIP-based soft or hard phones
- ACD-UQE
- Routing across channels with a common set of business rules
- Graphical scripting for skill-based routing
- Scalable and high performance
- IVR
- SIP based IVR platform
- Provides a graphical scripting tool for call flow development
- Inbound
- Voice
- Chat
- 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)
- Outbound
- Voice support for multiple pacing modes (preview, power and predictive)
- E-mail Blaster
- SMS Blaster
- Call progress analysis - CRBT detection
- List management
- Campaign management
- Dial plan (contact life cycle management)
- Do Not Call (DNC) list
- Time zone management
- Contact selection
- Blended
- Inbound and outbound voice or other inbound channels
- Outbound voice rate controlled by inbound SLA
- Callback management
- Ability to set multiple call back requests for callers in queue
- Ability to set Web callback
- Integrated Web-based agent desktop
- Supports embedded SIP softphone
- Supports all delivery channels
- Supports business applications
- Last Customer Interaction (tracking customer transactions across channels)
- Agent presence management and propagation
- Availability of supervisor and peer presence
- Easy search of agents
- Transfer calls or do a conference with peers
- Internal LAN chat
- Call guide
- Scripting tool to design agent Q & A sessions
- Quality monitoring
- Inbuilt voice recorder for both inbound and outbound calls
- Reporting
- Web-based supervisor console
- Multiple historical reports
© Acqueon Technologies Inc.
