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Acqueon iQ

Overview
Agenda
• About Acqueon
• The Need
• Acqueon iQ
About Acqueon
Acqueon Technologies Inc
• 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 Technologies Inc
• 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
The Need –
Business &
Contact Center
Challenges
Business Challenges
• For companies to meet their strategic
priorities such as increasing market share,
revenue, acquiring new customers and
enhancing the value of existing customers
they need to counter the following challenges
in their contact centers
– Complexities
– High cost to maintain
– Inefficiencies
– Inconsistent customer experience
Contact Center Challenges
• Multiple vendors – Integration nightmare
– PBX, IVR, CTI, etc supplied by multiple vendors
• High Expenditure – High Maintenance costs
– Individual vendors make initial investments very high
– Maintenance or change costs are very high
• Independent Communication channels – Lack of Consistent
Customer Experience
– Even though Multichannel is a reality, lack of channel integration
causes different service treatment for the same customer across
channels
• Complex Business processes – Segmented Applications
– Complex CTI
– No consolidated reporting
– Multiple User interfaces
• Static agents even when home agents are a reality
CIM – CRM Gap
• The need to marry CIM (Customer
Interaction Management) with CRM
(Customer Relationship Management)
• CIM should be a natural extension of the
CRM providing instant CTI and multi
channel capabilities
The Answer –
Acqueon iQ
Move away from a multi point
solution

Source: A Comparison of All-in-One versus Multi-Point


Contact Center Solutions – Dr. John Anton, Bruce Belfiore
To a “Contact Center In A
Box” solution

Source: A Comparison of All-in-


One versus Multi-Point Contact
Center Solutions – Dr. John Anton,
Bruce Belfiore
Key Findings From
Benchmark Portal
• A Comparison of All-in-One vs. Multi-Point Contact Center
Solutions

• Integration is simplified, and the ability to leverage the


functionality of various applications is enhanced with all-in-
one offerings.
• The ongoing addition of new technology, applications,
and functionality is significantly easier for customers who
have deployed an all-in-one solution versus those with multi-
point products.
• As a whole, contact centers recognize the value of
reducing the number of vendors they must deal with in the
deployment and maintenance of contact center technology.
Source: A Comparison of All-in-One versus Multi-Point
Contact Center Solutions – Dr. John Anton, Bruce Belfiore
Introducing Acqueon iQ
• Acqueon iQ – Don’t just interact. Relate.

• Acqueon iQ is a Contact Center in a Box solution


with an attitude – that the purpose of interaction
is to relate
• Addresses Customer concerns
– Simple all in one box – one vendor architecture
– Low cost to maintain and change
– Provides a consistent customer experience
– Designed to bridge the gap between an interaction
(CIM) and a relationship (CRM)
Acqueon iQ
What is Acqueon iQ?
• Acqueon 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), A single queue for routing
requests using common business rules across channels
– Integrated Web based Agent Desktop, view of requests across
channels as with an integrated view of the CRM
– Business parameters related Reporting, and not only based on
contact center statistics
Acqueon iQ – Positioning
Relationship Quotient

Low Total Cost Reliability,


of Ownership Availability &
Scalability

Heterogeneous High Performance,


SIP based Universal Queue
Switch Support

Business Standards based


AiQ Monitoring and Open Architecture
Competition Reports And Interface
Acqueon iQ – Components
Agent
PBX / ACD IVR
Presence
Voice
Blending
Recording

Predictive Acqueon Inbound


Dialing iQ Voice

Inbound
Outbound
Chat, Mail,
Mail, SMS
SMS
Outbound Web
Based LCI
Voice
Apps
Acqueon iQ –
Features
Features
• Inbuilt PBX
– Uses Dialogic DNI cards for TDM PSTN termination
– 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 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
Features
• Inbound Multi Channel Support
– Voice
– Chat (HTML based)
– Email (Rich Categorization Engine)
– 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 for multiple pacing
modes
– Preview
– Power
– Predictive – Static
– Predictive – Dynamic
• Quality Monitoring
– Inbuilt Voice Recorder for both Inbound & Outbound
calls
• Integrated Web based Agent Desktop
– Support for embedded SIP softphone
– Support for all delivery channels
– Support for Business Applications. E.g. CRM
Features
• Last Customer Interaction
– Tracking customer transactions across channels
– Shows agent who attended the interaction
– Shows contact outcomes and description 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
• Outbound specific features
– Call analysis
• CRBT detection capable
– Call Strategy – Rescheduling Contact
• List & Campaign Management
– Contact selection
• Custom Filters
– Time zone management
– Do-not-call list management
Features
• Agent Presence Management and Propagation
• 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
Voice Architectures
Typical Architecture – Inbuilt PBX
Typical Architecture – Inbuilt
PBX (SIP)
Typical Architecture – SIP PBX
Typical Architecture – TDM PBX..1
Typical Architecture – TDM PBX..2
Typical Architecture – TDM PBX..3
Architecture With Cisco Unified
Communications Manager
Architecture With Avaya
Communications Manager
Acqueon iQ –
Agent Desktop
Web based Agent Desktop
Agent – Inbound Channel
Softphone

• Provides typical telephony functionalities


– Answer / Drop Call
– Transfer / Conference Call
– Hold / Retrieve Call
• Acqueon iQ provides ready to use embedded 3rd party 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 presence
of Supervisor
and Peers
• Transfer,
conference
requests or
consult across
peers with ease
• Agents can start
an internal LAN
chat sessions Click Here For
with other Presence
agents Management
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
Acqueon iQ – IVR
(Scripting Platform)
IVR Features
• SIP based IVR platform
• GUI based IVR scripting tool
• Provides Telephony functionalities
– Retrieve ANI, DNIS, etc
– Transfer / Conference Calls
• Voice Operations
– Play Voice files & Play Menus
– Collect Digits or Record Voice
– Play Date & Time or Play Monetary Amount
• Database operations
– Perform inserts, updates and deletes
– Select queries and execute stored procedures
• System Operations
– File operations or Execute 3rd party programs
– Date & Time operations or Execute scripts
• Web Service – Call Web Services
Scripting Tool
• The Visual Scripting tool is used for multiple
purposes
– IVR call flow scripting
– Inbound ACD logic scripting for
• Voice
• Chat
• SMS
– Outbound dialing flow scripting
• This offers end customers powerful control
over the routing flow based on backend
business parameters
IVR – Scripting Tool
Scripting Functionalities

ACD

Call
Object
Scripting Functionalities

Data
base

System

TCP/IP
Scripting Functionalities

Tele
phony

Voice
Scripting Functionalities
Web
Service
Standalone IVR Platform
• Acqueon iQ has been designed such that
individual components can be deployed
standalone
• Acqueon IVR can be deployed as a standalone
IVR platform
• It can connect directly to the PSTN or can
connect to a SIP based PBX or a TDM based
PBX
• As customer requirements change other
features can be enabled on the platform
Standalone TDM IVR With Avaya

• Standalone Acqueon iQ IVR can be used with Avaya PBX


connected to the “line side” of the PBX
• Acqueon iQ ACD would not be used, but Avaya ACD would
be used to route calls to agents transferred from the IVR
• Transfer to agent will be a blind transfer and the IVR port will
become free
Standalone SIP IVR With Avaya

• Standalone Acqueon iQ IVR can be used with Avaya PBX


connected over a SIP Trunk using Avaya SES
• Acqueon iQ ACD would not be used, but Avaya ACD would
be used to route calls to agents transferred from the IVR
• During transfer to agent, it will use 2 SIP ports and the 2 ports
will be occupied for the whole duration
Acqueon iQ – UQE
(Universal Queuing
Engine)
UQE
• Universal Queue Engine – Single Queue Routing
– Ensures uniform configuration and business rules for
all forms of channels
– Multi Skilling, Customer History Based Routing, etc
UQE Routing
• Multi Skilling
– A unique advantage of AiQ is that multiple skills
can be attached to a call to take routing decisions
on the Universal Queuing Engine (UQE) unlike
normal ACD systems. For example
– For a banking customer, If he has multiple cards
like a credit card and a debit card, then both skills
can be attached to the call as well his customer
type like platinum or Gold can be attached to the
call
UQE Routing
• Skill Relaxation
– Specific Skills can be defined as Necessary Skills
while some Skills can be relaxed. E.g. Language
is a must Skill while Customer type can be a
relaxed skill, so if the engine is not able to find the
right agent for all the skills defined, he can relax
skills to find the next best agent
• Dynamic Parameters
– Among a group of selected agents dynamic
parameters like number of calls attended, most
idle time, etc are applied to select the best agent
UQE Routing
• Least Cost Routing
– UQE has another powerful feature where to route
calls across sites, it can calculate the least cost
routing, based on production cost it will select the
contact center agent with the least cost
• Routing Based On Customer History
– Calls can also be routed based on customer
history, if a customer has a preference to talk to a
particular agent, then the agent ID can set as a
routing parameter and the call will be routed to
that specific agent. This will maximize customer
satisfaction
Outbound Features
Pacing Modes
• Variety of Pacing
Modes
– Preview
– Power
– Predictive –
Manual
– Predictive
– Progressive IVR
– Progressive SMS
– Progressive
Email
Call Analysis
• CRBT detection capable
• Uses Dialogic HMP for efficient Call Progress Analysis (CPA)
– Abandoned
– Invalid
– Busy
– Fax
– Machine
– No answer
– Etc
• Agents can select some standard outcomes like
– Wrong party
– Nuisance
– Rejected
– Do not call
– Call back
• Separate business outcomes can be configured and set by agents
on a campaign level
Call Strategy
• Automate Contact Rescheduling – Control contact life cycle
• Configure multiple calling numbers for individual contacts with
– Different start and stop time
– Different priority
• Switch across channels within a Call Strategy for a contact
Call Strategy – Business
Outcomes
• Reschedule Contacts based on Business Outcomes
– Set multiple business outcomes for each campaign
– Define rescheduling strategy by minutes, hours or days for
individual business outcomes to maintain contact lifecycle
Contact selection
• Powerful contact selection algorithms based on market
strategy
• Use business parameters like contact priority, account
executive mapping, preferred calling time, time zone, etc
• Build custom contact selection filters based on business
parameters
• Uploads directly from database or Auto uploads from files
Inbuilt Strategies
• Scheduled now
Non dialed contact
Callback • Decreasing priority
contact - Latest uploaded
contacts
• This agent and this - Decreasing priority
Specific time
Agent / • Decreasing priority
Moment
Non dialed
• This time any agent Reschedule
contact
Specific • Decreasing priority
contact
- Oldest uploaded
Moment - Scheduled now
contacts
- Decreasing
- Decreasing
• This agent any time priority
priority
Specific • Decreasing priority
Agent
Time Zone Management
DNC Management
• External DNC (Do Not Call) database filtering
is done only while uploading contacts
– An uploaded list can be re-filtered for new
changes to the external DNC list
• Internal DNC database can also be
maintained
• DNC list maintained can be global or can be
campaign specific
• Agents can mark contacts as DNC which are
maintained in the Internal DNC database
Campaign Management
Predictive Manual Mode
Predictive Manual – Set Ratio
Predictive Mode
Auto scheduling of campaigns
• Specify hours of operation
each day
• Specify different hours of
operation for specific days
• Specify days of the week it
should not run
• Specify Holidays across
years
Block or Reschedule Contacts
• Contacts can be listed by campaign and filtered either by
business parameters or callback, rescheduled, closed or
blocked contacts
• Specific contacts can be selected
– Blocked / Unblocked
– Rescheduled to a specific date and time
– Reset as a Fresh contact
Contact Upload
Chat Features
Features – Chat
• Pure HTML based chat engine
• Routing rules can be applied for chat interactions
• Canned messages are available for the agent to
provide standard answers to questions
• Page Push is available on the chat interface
• File Push is available on the chat interface
• Valid Attachment types can be defined which can
be uploaded from the local agent machine or from
the server machine based on permissions set
• If a customer desires, chat transcripts are sent as
an Email on the completion of the chat session
Chat Architecture
Chat Configurations
Customer Chat Link / Page
• Customers can click on a chat link on the
company web page and they are provided
with a flash client to chat with agents
Agent – Chat Channel
Chat Canned Messages
Chat File Upload
Chat Page Push
Chat Transcript As Email
SMS Features
Features – SMS
• Supports sending & receiving SMS using
– GSM Modem
– Http supported SMS Gateway
• Routing rules can be applied for SMS interactions
• Sends customer SMS messages to agents as Chat
Messages
• Agents reply to the chat messages which are sent
back to the customer as SMS messages
• Canned messages are available for the agent to
provide standard answers to questions
• Session timeouts can be defined to end sessions if
there is no response from customer
SMS Architecture
SMS Configurations
Email Features
Features – Email
• Supports POP3 and SMTP for Email
communication
• Has a strong categorization engine
– Email ID alone
– Keyword search on the Subject and Body of an Email
– Use combination of Email ID and keyword search on
the Subject and Body of the Email
• Strong routing of e-mails based on the skill
identified by categorization
• Easy to use agent desktop similar to Microsoft
Outlook
Features – Email
• Auto Responses can be configured for
individual Email ID’s
• Canned messages are available for the
agent to provide standard answers to
questions
• Valid Attachment types can be defined
which can be attached from the local
agent machine or from the server machine
based on permissions set
Email Folders
• Inbox
– Displays assigned Emails to agents
• Categorized
• Uncategorized
• Junk
• Contention
• SLA
– Warning
– Reallocate
• QC (Quality Check)
• Watch Box
Typical 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
Agent Functionalities
• View Emails
• Reply / Reply-All Emails
• Forward Emails
• Mark and Close Emails as Junk
• Reject Emails
• Close Emails
Supervisor Functionalities
• All Agent functionalities
• Assign Emails
– Groups
– Specific Agents
• View Emails and Assign wherever needed
– Categorized Emails which have not been sent to agents
– Uncategorized Emails
– Emails Rejected by Agents (Contention)
– Warning
– Emails which have been Reallocated
• View, make changes and Approve Emails marked for
Quality Check
• View individual agents Escalation Alerts (Watch Box)
Email – Architecture
Account Configurations
Keyword – Categorization
Auto Response Configuration
Supervisor Assign Email
Agent – Email Channel
Agent Reply Email
Email File Attach
Email Canned Messages
Acqueon iQ –
Supervisor
Console & Reports
Supervisor Console
Supervisor Console – Call
Supervisor Console – Agent
Supervisor Console – Group
Supervisor Console
Types Of Historical Reports
Agent Reports Campaign Reports Skill Reports

IVR Reports
Historical Report Viewer
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Sample Historical Report
Acqueon iQ –
Administration
Group / Attribute Configurations
User Details
User Attributes
User Groups
User Buddies
Codes Configurations
Not
Ready
Reasons

Wrap-up
Codes

Canned
Messages
Audit Trail
• Captures all admin changes done with the
user details and date and time of change
Thank You
India Email: sales@acqueon.com
Phone: +91 9840711729 support@acqueon.com
USA
Phone: +1 609 945 3139