Acqueon iQAcqueon iQA GlanceA Glance

What is Acqueon iQ?What is Acqueon iQ?What is Acqueon iQ?What is Acqueon iQ?• Acqueon iQ is a Contact Center in a Box q

– 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– 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 CRMg– Business parameters related Reporting, and not only based on

contact center statistics

Acqueon iQAcqueon iQ ComponentsComponentsAcqueon iQ Acqueon iQ –– ComponentsComponentsPBX / ACD IVRAgent PBX / ACD

VoiceRecording

IVR

Blending

gPresence

AcqueonPredictive InboundqiQDialing

I b d

Voice

LCI

InboundChat, Mail,

SMS

OutboundMail, SMS

Outbound WebB d LCIVoice BasedApps

FeaturesFeaturesFeaturesFeatures• Inbuilt PBX

U Di l i DNI d f TDM PSTN t i ti– 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 g

Rules– Graphical scripting for skill based routing– Scalable and High Performance

• IVR– SIP based IVR platform– Provides a graphical scripting tool for call flow g p p g

development

FeaturesFeaturesFeaturesFeatures• Inbound Multi Channel Support

– Voice– Chat (HTML based)– Email (Rich Categorization Engine)( g g )– SMS (Same interface as chat)– Fax (Through Email Channel)

• Outbound Multi Channel SupportOutbound Multi Channel Support– Voice– Email (Email Blaster)– SMS (Support for GSM modem)SMS (Support for GSM modem)

• Blended– Inbound & Outbound Voice or other Inbound Channels

Outbound Voice rate controlled by Inbound SLA– Outbound Voice rate controlled by Inbound SLA

FeaturesFeaturesFeaturesFeatures• Outbound Voice – Support for multiple pacing pp p p g

modes– Preview– PowerPower– Predictive

• Quality MonitoringI b ilt V i R d f b th I b d & O tb d– 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 CRMSupport for Business Applications. E.g. CRM

FeaturesFeaturesFeaturesFeatures• Last Customer Interaction

– Tracking customer transactions across channels– Shows agent who attended the interaction– Shows contact outcomes and description setp– Provides chat and email transcripts

• Call Guide– Scripting tool to design agent Question & Answer sessionsScripting tool to design agent Question & Answer sessions

• Reporting & Administration– Web based Administration

Web based Supervisor Console– Web based Supervisor Console– Web based historical reports– Business parameters based reporting

FeaturesFeaturesFeaturesFeatures• Agent Presence Management and Propagationg g p g• Multi Tenancy

– Create tenants for different business’s• Callback Management

– Ability to set callbacks for callers in QueueAbility to set Web Callbacks– Ability to set Web Callbacks

• Rapid implementation framework – Slashes implementation cost and enables agilitySlashes implementation cost and enables agility

throughout life cycle– Open Standard Interfaces for Third Party Integration –

Web ServicesWeb Services

FeaturesFeaturesFeaturesFeatures• Outbound specific featuresOutbound specific features

– Call analysis• CRBT detection capable• CRBT detection capable

– Extensive rescheduling contact management• List & Campaign ManagementList & Campaign Management

– Contact selection• Custom FiltersCustom Filters

– Time zone management– Do-not-call list managementDo not call list management

Typical ArchitectureTypical Architecture –– InbuiltInbuiltTypical Architecture Typical Architecture –– Inbuilt Inbuilt PBX (TDM Trunking) PBX (TDM Trunking)

Typical ArchitectureTypical Architecture –– InbuiltInbuiltTypical Architecture Typical Architecture –– Inbuilt Inbuilt PBX (SIP Trunking)PBX (SIP Trunking)

Typical ArchitectureTypical Architecture –– SIPSIPTypical Architecture Typical Architecture –– SIP SIP PBXPBX

Typical ArchitectureTypical Architecture –– TDMTDMTypical Architecture Typical Architecture –– TDM TDM PBXPBX

Chat ArchitectureChat ArchitectureChat ArchitectureChat Architecture

FeaturesFeatures Email FlowEmail FlowFeatures Features –– Email FlowEmail FlowDownload E-mails using POP3

Categorization EnginePOP3

Categorized E-mail Uncategorized E-mail

Group InboxSupport

Group InboxSales

ExpertE-mail Routing Engine

Agent Inbox Agent Inbox

ExpertInbox

Support Sales

EmailEmail ArchitectureArchitectureEmail Email –– ArchitectureArchitecture

SMS ArchitectureSMS ArchitectureSMS ArchitectureSMS Architecture

IVRIVR Scripting ToolScripting ToolIVR IVR –– Scripting ToolScripting Tool

UQEUQEUQEUQE• Universal Queue Engine – Single Queue Routingg g g

– Ensures uniform configuration and business rules for all forms of channelsMulti Skilling Customer History Based Routing etc– Multi Skilling, Customer History Based Routing, etc

Web based Agent DesktopWeb based Agent DesktopWeb based Agent DesktopWeb based Agent Desktop

AgentAgent Inbound ChannelInbound ChannelAgent Agent –– Inbound ChannelInbound Channel

SoftphoneSoftphoneSoftphoneSoftphone

• Provides typical telephony functionalities– Answer / Drop Call– Transfer / Conference Call– Hold / Retrieve Call

A iQ id d t b dd d 3 d t SIP• Acqueon iQ provides ready to use embedded 3rd party SIP softphone

• Supports external 3rd party SIP softphone or hardphoneProviders Timer for each agent state for the agent to work• Providers Timer for each agent state for the agent to work accordingly

• Provides display of current agent state as well facility to change stateschange states

AgentAgent Outbound ChannelOutbound ChannelAgent Agent –– Outbound ChannelOutbound Channel

AgentAgent Chat ChannelChat ChannelAgent Agent –– Chat ChannelChat Channel

AgentAgent Email ChannelEmail ChannelAgent Agent –– Email ChannelEmail Channel

Last Customer InteractionLast Customer InteractionLast Customer InteractionLast Customer Interaction

Setting Contact OutcomesSetting Contact OutcomesSetting Contact OutcomesSetting Contact Outcomes

Presence ManagementPresence ManagementPresence ManagementPresence Management• Availability of

lionline presence of Supervisor and Peers

• Transfer, conference requests or

ltconsult across peers with ease

• Agents can start i t l LANan internal LAN

chat sessions with other agentsagents

Call GuideCall GuideCall GuideCall Guide

• Call Guide is an agent question prompter where question answer sessions can be designedquestion 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• 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 reportingquestion and store it for reporting

Supervisor ConsoleSupervisor ConsoleSupervisor ConsoleSupervisor Console

Supervisor ConsoleSupervisor Console CallCallSupervisor Console Supervisor Console –– CallCall

Supervisor ConsoleSupervisor Console AgentAgentSupervisor Console Supervisor Console –– AgentAgent

Supervisor ConsoleSupervisor Console GroupGroupSupervisor Console Supervisor Console –– GroupGroup

Supervisor ConsoleSupervisor ConsoleSupervisor ConsoleSupervisor Console

Historical ReportsHistorical ReportsHistorical ReportsHistorical Reports

Historical ReportsHistorical ReportsHistorical ReportsHistorical Reports

Thank YouThank YouIndia Email: sales@acqueon.com

a oua ou

Phone: +91 9840711729 support@acqueon.comUSAPhone: +1 609 945 3139