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Acqueon for Avaya Contact Centers

Bring advanced, omnichannel campaign management to your Avaya Contact Center platform of choice. Support sales, proactive service, and collections on your Avaya communication platform.

Shift from reactive to proactive with easy-to-create outbound Avaya contact center campaigns

Proactively connect with customers at scale and cost-effectively using Acqueon’s outbound campaign management and orchestration solutions. Add our advanced outbound capabilities and campaign management to Avaya contact center including campaign management, notification, reminders & callback.

With just a few clicks, quickly upload data from multiple sources, applications, and files into our ready-to-use customer data model:

  • Data onboarding includes duplicate record resolution, data aggregation, and scrubbing
  • Enrich customer information with telephony dispositions and business outcomes
  • Easily segment and create campaigns on-the-fly with no IT support required
Shift from reactive to proactive with easy-to-create outbound Avaya contact center campaigns

Native integration with Avaya Proactive Outreach Manager (POM)

Acqueon Engagement integrates with Avaya Proactive Outreach Manager to enable preview, predictive, and agentless calling campaigns. You can:

  • Simplify your transition to the cloud by keeping the same campaign manager
  • Add Outbound SMS and email for omnichannel communications
  • Leverage Contact Center groups and skills-based routing
Native integration with Avaya Proactive Outreach Manager (POM)

Ignite big increases in Sales, Collections, and Retention

Build multi-touch, omni-channel sequences for your inbound and outbound sales and collections activities:

  • rapid lead response
  • lead generation
  • teleprospecting or telesales
  • customer retention
  • account expansion & development

Acqueon also supports debt collection and customer recovery workflows.

Ignite big increases in Sales, Collections, and Retention

Built-in Comprehensive Compliance Toolbox

Compliance adherence in the contact center is vital to your success and operational efficiency. Acqueon’s outbound campaign management solutions for Avaya ­­­deliver complete, out-of-the-box & ongoing adherence to both state and federal compliance regulations.

  • Telephone Consumer Protection Act (TCPA)- Features for Time Zones/Time of Day Dialing, Unanswered Calls, Opt-out, Run-time Validation across filter data (DNC, Wireless, Litigator), and Prior Express Written Consent (PWEC)
  • Do Not Call (DNC)- three filtering levels (Federal/National registry, Enterprise & Campaign) Compliance number search, timed DNC (start/end dates) and omni-channel blocking (across voice, SMS & email)
  • State Laws- define calling window by state, zip code, area code, day of week, state holiday and calculate overlapping Dialing Period to ensure state compliance across multiple criteria
  • General Data Protection Regulation (GDPR) & California Consumer Privacy Act (CCPA)- use built-in APIs to comply with right to access/right to pseudonymize data, agent desktop widget to accept on-call GDPR/CCPA requests, unified dashboard to monitor/manage all requests, option to send periodic or specific alerts for compliance adherence to individuals or teams
  • Consumer Financial Protection Bureau (CFPB)- easily comply with “7 contact attempts in 7 days” rule; configure separate digital campaigns to trigger unrestricted SMS/email post-voice attempt
  • Office of Communications (Ofcom)- configure Calling Line Identification (CLI)/Automatic Number Identification (ANI), Abandon call rate adherence, TPS & CTPS compliance, Call History, Time rule adherence (15 second, 2 second, 72 hour rules)

 

See Our Built-in Compliance Options

Drive patient engagement with EPIC EHR Connector

For Avaya’s contact center users in healthcare, Acqueon’s Epic EHR Connector transforms the contact center into a best-in-class digital patient engagement environment.

Acqueon’s integration with Epic EHR is certified by Epic’s AppOrchard marketplace and optimizes the entire patient journey and revenue cycle management processes. Capabilities of our Epic Connector for Avaya include:

  • Streamlined appointment scheduling and reminders
  • Referrals
  • Support for Telehealth & Virtual Care/Wellness
  • Prescriptions/Refills
  • Payments/Collections
Drive patient engagement with EPIC EHR Connector

Give agents rich context & guided workflows with CRM Connectors

Acqueon Desktop provides connectors for CRM applications; Salesforce, ServiceNow and Microsoft Dynamics to name just a few. Using Acqueon Desktop’s rich set of controls and customer journey visualization, agents are equipped to deliver a significantly improved customer experience and achieve close to 20% increased productivity.

 

Learn more about Acqueon Agent Desktop & Connectors

Empower your agents

  • Outbound capabilities are integrated directly into the Avaya Desktop or available using Acqueon’s Agent Dektop.
  • Maximize your agents’ productivity with the same experience for inbound and outbound
  • Distribute contacts and leads among your skilled groups based on predefined business criteria
  • Support blended operation with seamless transition of agents between inbound and outbound
Empower your agents

Safely transition to the cloud

Acqueon software runs in the cloud and integrates with Avaya POM so you can leverage the convenience and modern functionality of a cloud contact center solution. Our cloud-based conversational engagement and outbound campaign management solutions enable safe, secure, scalable and outcome-driven interactions and outreach with patients and customers.

Safely transition to the cloud
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