Your Avaya Voice Portal can do a lot more…

An IVR is a great way to help customers access your business better.

However, the technology is not without limitations. Common customer
interaction needs and scenarios reveal these limitations and show how
an easy-to-use 'entry point' can end up being a formidable barrier that
customers face in relating to your business.

iAssist is an IVR-in-box application which offers various customer interaction modules on a single platform. These modules
deliver functionalities that everyday customer interaction scenarios demand.

iAssist makes an IVR capable of calling customers back, executing timely customer surveys, automating order status
information, helping customers locate offices with ease and directing customers to different businesses of the same
enterprise.

Riding on the Avaya Voice Portal (AVP), iAssist enables enterprises to do more – interact and relate with their customers by
proactively providing various applications on one single IVR platform.

iAssist's Global Features:

?
Common administration and reporting for all applications
?
Single login with Active Directory Integration
?
Role Management
?
Multi Tenant support
?
User Management
?
Multi Site support
?
Business Group Management – DNIS Configuration
?
Real time and Historical reports
?
Support for TTS and Speech based applications
?
It is simple, inexpensive, and easy to administer
 ?
Call Progress Analysis (CPA) – detect outcomes like
busy, no answer among others and automatically
CallBack Manager (CBM) reschedule callbacks after a configured time and retries
?
Accept business outcomes from agents to close or
reschedule callbacks
Customer contacts a Business. He / she is put in queue as
?
Configure hours of operation, breaks and holidays
there are no available agents to attend. The customer gets
frustrated and hangs up after waiting for 20 minutes.
Imagine 10 customers being put in queue every day. The Reports
possibility of frustrated customers switching to your
competitor in this case is high. Now, what if you have an
option to ask customers upfront, if they want to be
contacted at a later time and day to resolve their queries?
And at a time convenient to them?

With iAssist's CallBack Manager (CBM) you can precisely

do this.

CBM is a Call Center queue management solution, which

offers callers waiting in queue, to leave a callback for the
system to call them back with an available agent.

It is also possible to set up Web call back requests with this ?

Real time console is available to view status of the
application. number of callbacks registered, pending, failed or
closed for every 30 minute interval in the day
?
Historical reports uses Crystal Report templates and
Features can exported to excel and PDF among other formats
?
Historical reports are available in both tabular and
graphical format
– Callback success / failure report
– Turnaround time report
– Callback detail report
– Request type report
– Call traffic report
– Customer detail report

CTI version for CallBack Manager:

With this version, your business need not buy additional
port licenses to call and patch the agent and the end
consumer. This saves cost by not using the expensive AVP
?
Capture customer calling number (CLI/ANI & DNIS)
licenses.
?
Offers different types of callback options for different
customer types
? Call at a later time
? Call at a later date and time
? Call Immediately
? Call during mentioned free slots CallSurvey Manager (CSM)
?
Callback manager allows the call center to configure
low volume slots in a day and callbacks can only be Why customer satisfaction and loyalty matter?
registered for these slots to distribute the call traffic The value of retaining customers is clear, and effectively
?
Register callback for customer calling number (CLI / measuring their satisfaction is critical to keeping them as
ANI) or a different number loyal customers.
? On average, 96% of customers who have had a bad
?
Capture customer unique ID
?
Record customer name service experience don't report it, and 91% of those
?
Record customer message unhappy customers don't come back
? Dissatisfied customers will also tell 10 other people -
?
Duplicate filtering – filter previously registered
callbacks based on CLI / ANI or customer unique ID prospective customers - of their bad experience
? It costs five times as much to attract a new customer
? Offer to retain earlier callback or re-register new
callback as it does to keep an existing one, and is 10 times more
?
Reject callback requests by CLI / ANI difficult
? A 10% increase in customer retention typically
?
Call priority based on customer type
?
Capture agents before calling a customer and playback increases profits by 30%, while a 5% increase can
collected callback details increase profits by 25% to 125%
lThe probability of selling to an existing customer is
60-70%; the probability of selling to a new prospect is
5-20%
lHaving said that, it is also an established fact that the
most popular mechanism of executing satisfaction
surveys in a Contact Center is manual calling!
Two of the biggest drawbacks to manual calling are the
human element and cost. And according to Gartner Group,
accuracy of a customer satisfaction survey being conducted
immediately after an interaction is greater by 40% when
compared to the survey done 24hrs later.
lNumber input type question where minimum and
maximum digit length can be configured
lDate input type question where date format can be
defined
CTI version for CallSurvey Manager:
In this version, CSM supports standard integration with
Avaya Interaction Center (AIC). The advantage is that
when an agent based call is initiated with CSM, agent ID
can be captured by AIC. This agent ID is tagged to survey
responses provided by the customer and is available for
generating historical reports.

And technology being the one of the most important

aspect of the civilized World, it is but imperative to employ
the best in business. iAssist's CallSurvey Manager is the
most capable IVR-based survey application available in the Store Locator
market. Let us look at it in some detail.

Allows companies to activate features for their end

Specific features customers to locate the nearest business office based on
Zip code or city names

?
Configure different type of surveys for different types
of customers
?
Play welcome messages
?
Play promotional messages
?
Collect customer unique ID
?
Integrate with CTI engine to collect agent ID for
agent surveys
?
Record phrases of questions and answers
?
Configure survey questions with multiple answers
?
Design static or dynamic surveys
?
Record customer messages for specific questions
?
Bulk upload bank of questions and answers
Stores are searched using Longitudinal and Latitudinal
calculations. The least distance between Zip code entered
Types of questions by the customer and Store Zip Code is calculated to locate
the nearest store. Store details like address and timings can
also be announced.

Features
lCustomer Segmentation based on DNIS
lExecute different IVR flows based on DNIS
lSearch stores by customer input of any of the below

lZIP / postal code

lArea code – For an area code, if they are multiple Zip

codes, the Zip codes are announced for the customer

to choose
lLocation / city name

lAdd manually or upload store details in bulk

?
Yes / no type question lStore details typically contains
?
Choice question for configurable choices from 2 to 5 lStore code
options to be collected
 lZIP / postal code Reports
lCity & state details lReal time console is available to view status of the
lIndividual store daily work times of the week
number of store locator calls that have completed or
lBusiness group configurations
not completed for every 30 minute interval for the day
lConfigure the minimum circular radius to search
lHistorical reports uses Crystal report templates and
stores in can exported to Excel, PDF, and other file formats,
lConfigure number of stores to play out
these two being the popular ones.
lCustomer options
lHistorical Reports available are in both tabular and
lPlay out store details like address and work
graphical format
timings lCall traffic report
lContact Person
lStore request report – main report
lContact numbers
lAnnounced store response report – sub report
lOption to transfer to Store – connect customer to
lStore response reports.
store
lAdditionally play welcome messages

lAdditionally play service messages

lAdditionally play promotional messages

Order Status Application (OSA)

Benefits
lMaximizes efficiency and improves Business OSA allows companies to automate checking status of
automation orders placed by their customers. Order placement and
lAutomates business location search options for
cancellation can also be built in.
customers as well as for enterprises
lAutomates capture of all store information required

by end customers
lAchieve customer service excellence
Call Steering
An application which enables customers to be diverted to
specific business groups that they want to interact with.

About Acqueon

Acqueon Technologies Inc specializes in developing products and solutions for the Customer Interaction
Management (CIM) industry.

These products and solutions use business logic to deliver a distinctive customer experience by
enabling organizations to not just interact with their customers – but relate.

Acqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which is further
enhanced by rapid deployment.

Acqueon products and solutions handle millions of transactions every day at multiple sites and are
implemented across various verticals such as Banking, Insurance, Retail, Telecom, Healthcare, and
Education among others, in over 17 countries.

Acqueon Technologies Inc.

100 Overlook Center
2nd Floor
Princeton NJ 08540
Tel: 609-945-3139
E-mail: sales@acqueon.com www.acqueon.com