Acqueon iQ

A Glance
What is Acqueon iQ?
• Acqueon
q iQ is a Contact Center in a Box
– Multi channel Inbound & Outbound (Voice, Chat, Email, SMS)
– Multi Modal (Blended Inbound & Outbound)
– Multi Tenant (Create
( tenants for different business’s))
• Acqueon iQ main focus is to bridge the CIM-CRM gap.
How does it do that?
– UQE (Universal Queuing Engine)
Engine), A single queue for routing
requests using common business rules across channels
– Integrated Web based Agent Desktop, view of requests across
g
channels as with an integrated view of the CRM
– Business parameters related Reporting, and not only based on
contact center statistics
Acqueon iQ – Components
Agent
g
PBX / ACD IVR
Presence
Voice
Blending
Recording

Predictive Acqueon
q Inbound
Dialing iQ Voice

IInbound
b d
Outbound
Chat, Mail,
Mail, SMS
SMS
Outbound Web
B
Based
d LCI
Voice
Apps
Features
• Inbuilt PBX
– Uses Di
U Dialogic
l i DNI cardsd ffor TDM PSTN ttermination
i ti
– Also supports direct SIP trunking from PSTN
– Supports SIP or TDM trunking to connect to a PBX
– Agent Phones can be SIP based soft or hard phones
• ACD – UQE (Universal Queuing Engine)
– Routing
g 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 g
graphical
p scripting
p g tool for call flow
development
Features
• Inbound Multi Channel Support
– Voice
– Chat (HTML based)
– Email ((Rich Categorization
g Engine)
g )
– SMS (Same interface as chat)
– Fax (Through Email Channel)
• Outbound Multi Channel Support
– Voice
– Email (Email Blaster)
– SMS (Support for GSM modem)
• Blended
– Inbound & Outbound Voice or other Inbound Channels
– Outbound Voice rate controlled by Inbound SLA
Features
• Outbound Voice – Support
pp for multiple
p p pacing
g
modes
– Preview
– Power
– Predictive
• Quality Monitoring
– IInbuilt
b ilt Voice
V i R Recorder
d ffor b
both
th IInbound
b d&O
Outbound
tb d
calls
• Integrated Web based Agent Desktop
– Support for embedded SIP softphone
– Support for all delivery channels
– Support for Business Applications.
Applications E
E.g.
g CRM
Features
• Last Customer Interaction
– Tracking customer transactions across channels
– Shows agent who attended the interaction
– Shows contact outcomes and description
p set
– Provides chat and email transcripts
• Call Guide
– Scripting tool to design agent Question & Answer sessions
• Reporting & Administration
– Web based Administration
– Web based Supervisor Console
– Web based historical reports
– Business parameters based reporting
Features
• Agent
g Presence Management
g and Propagation
p g
• Multi Tenancy
– Create tenants for different business’s
• Callback Management
– Ability to set callbacks for callers in Queue
– Ability to set Web Callbacks
• Rapid implementation framework
– Slashes implementation cost and enables agility
throughout life cycle
– Open Standard Interfaces for Third Party Integration –
Web Services
Features
• Outbound specific features
– Call analysis
• CRBT detection capable
– Extensive rescheduling contact management
• List & Campaign Management
– Contact selection
• Custom Filters
– Time zone management
– Do
Do-not-call
not call list management
Typical Architecture – Inbuilt
PBX (TDM Trunking)
Typical Architecture – Inbuilt
PBX (SIP Trunking)
Typical Architecture – SIP
PBX
Typical Architecture – TDM
PBX
Chat Architecture
Features – Email Flow
Download E-mails using
POP3
Categorization Engine

Categorized E-mail Uncategorized E-mail

Group Inbox Group Inbox

Support Sales

E-mail Routing Engine Expert

Inbox

Agent Inbox Agent Inbox

Support Sales
Email – Architecture
SMS Architecture
IVR – Scripting Tool
UQE
• Universal Queue Engine
g – Single
g Queue Routing
g
– Ensures uniform configuration and business rules for
all forms of channels
– Multi Skilling,
Skilling Customer History Based Routing
Routing, etc
Web based Agent Desktop
Agent – Inbound Channel
Softphone

• Provides typical telephony functionalities

– Answer / Drop Call
– Transfer / Conference Call
– Hold / Retrieve Call
• A
Acqueon iQ provides
id readyd tto use embedded
b dd d 3 3rdd party
t SIP
softphone
• Supports external 3rd party SIP softphone or hardphone
• Providers Timer for each agent state for the agent to work
accordingly
• Provides display of current agent state as well facility to
change states
Agent – Outbound Channel
Agent – Chat Channel
Agent – Email Channel
Last Customer Interaction
Setting Contact Outcomes
Presence Management
• Availability of
online
li presence
of Supervisor
and Peers
• Transfer,
conference
requests or
consultlt across
peers with ease
• Agents can start
an internal
i t l LAN
chat sessions
with other
agents
Call Guide

• Call Guide is an agent question prompter where

question answer sessions can be designed
• Call Guide provides information for the agent to
effectively answer customer queries
• Depending on the answers to questions the next set of
questions pop up
• Agents can enter customer provided data for any
question and store it for reporting
Supervisor Console
Supervisor Console – Call
Supervisor Console – Agent
Supervisor Console – Group
Supervisor Console
Historical Reports
Historical Reports
 Thank
a You
ou
India Email: sales@acqueon.com
Phone: +91 9840711729 support@acqueon.com
USA
Phone: +1 609 945 3139