Professional Documents
Culture Documents
just interact.
Relate.
Acqueon iQ | Contact Center in a Box
channels and enabling routing based on customer history.
Is your Contact Center relationship-
centered? One Contact Center, One Total Insight
Infrastructure, resources, skills, technologies, and work- Contact Centers need analytics and reports that are mean-
flows… configure these components right and you have a ingful and relationship-centered. Acqueon iQ offers power-
Contact Center that can interact with customers. Is it ful reporting features to help Contact Centers understand
enough to realize the true potential of interaction? Not relationship stories the numbers tell. This helps you under-
really; not until your Contact Center becomes relationship- stand just how well your Contact Center is moving towards
centered. realizing the true purpose of interaction.
Inbound
Customers value relationships where a single interaction Outbound
chat, e-mail,
can ensure that all their requirements and expectations are e-mail, SMS
SMS
met. Acqueon iQ makes this possible by enhancing First
Contact Resolution (FCR) capabilities, built on features Outbound Web
such as LCI (Last Customer Interaction), multi-skilling, voice based apps LCI
capturing previous transactions of the customer across
Acqueon iQ – Features of Components with ease
– Internal LAN chat
PBX – Uses Dialogic DNI cards for PSTN
termination Call guide – Scripting tool to design agent question &
– Supports SIP trunking from a PBX answer sessions
– Also supports direct SIP trunking from PSTN
– Uses Dialogic HMP for SIP trunk (from
service provider or IP PBX) termination Quality monitoring
– Agent phones can be SIP based soft or – Inbuilt voice recorder for both inbound &
hard phones outbound calls
ACD-UQE – Routing across channels with a common set Reporting – Web based supervisor console
of business rules – Web based historical reports
– Graphical scripting for skill based routing – Business parameters based reporting
– Scalable and high performance
Unified agent desktop – inbound
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 Supervisor dashboard - ACD
– SMS
– Call Analysis
CRBT detection
– List management
– Campaign management
– Dial plan (contact life cycle management)
– Do Not Call (DNC) List
– Time zone
– Contact selection
Callback management
– Ability to set callbacks for callers in queue
– Ability to set Web callbacks
E-mail: sales@acqueon.com
www.acqueon.com