Your Avaya Voice Portal can do a lot more…

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

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.

?Call Progress Analysis (CPA) – detect outcomes like busy, no answer among others and automatically reschedule callbacks after a configured time and retries

?Accept business outcomes from agents to close or reschedule callbacks

?Configure hours of operation, breaks and holidays

Reports

?Real time console is available to view status of the number of callbacks registered, pending, failed or closed for every 30 minute interval in the day

?Historical reports uses Crystal Report templates and 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 licenses.

CallSurvey Manager (CSM)

Why customer satisfaction and loyalty matter?The value of retaining customers is clear, and effectively measuring their satisfaction is critical to keeping them as loyal customers.?On average, 96% of customers who have had a bad

service experience don't report it, and 91% of those unhappy customers don't come back

?Dissatisfied customers will also tell 10 other people -prospective customers - of their bad experience

?It costs five times as much to attract a new customer as it does to keep an existing one, and is 10 times more difficult

?A 10% increase in customer retention typically increases profits by 30%, while a 5% increase can increase profits by 25% to 125%

CallBack Manager (CBM)

Customer contacts a Business. He / she is put in queue as 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 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 application.

Features

?Capture customer calling number (CLI/ANI & DNIS)?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

?Callback manager allows the call center to configure low volume slots in a day and callbacks can only be registered for these slots to distribute the call traffic

?Register callback for customer calling number (CLI / ANI) or a different number

?Capture customer unique ID?Record customer name?Record customer message?Duplicate filtering – filter previously registered

callbacks based on CLI / ANI or customer unique ID?Offer to retain earlier callback or re-register new

callback?Reject callback requests by CLI / ANI?Call priority based on customer type?Capture agents before calling a customer and playback

collected callback details

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.

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 market. Let us look at it in some detail.

Specific features

?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

Types of questions

?Yes / no type question?Choice question for configurable choices from 2 to 5

options to be collected

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.

Store Locator

Allows companies to activate features for their end customers to locate the nearest business office based on Zip code or city names

Stores are searched using Longitudinal and Latitudinal calculations. The least distance between Zip code entered by the customer and Store Zip Code is calculated to locate the nearest store. Store details like address and timings can also be announced.

FeatureslCustomer Segmentation based on DNISlExecute different IVR flows based on DNISlSearch stores by customer input of any of the belowlZIP / postal codelArea code – For an area code, if they are multiple Zip

codes, the Zip codes are announced for the customer to choose

lLocation / city namelAdd manually or upload store details in bulklStore details typically contains

lStore code

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 Center2nd FloorPrinceton NJ 08540Tel: 609-945-3139E-mail: sales@acqueon.com www.acqueon.com

lZIP / postal codelCity & state detailslIndividual store daily work times of the week

lBusiness group configurationslConfigure the minimum circular radius to search

stores inlConfigure number of stores to play out

lCustomer options lPlay out store details like address and work

timingslContact PersonlContact numberslOption to transfer to Store – connect customer to

storelAdditionally play welcome messageslAdditionally play service messageslAdditionally play promotional messages

BenefitslMaximizes efficiency and improves Business

automationlAutomates business location search options for

customers as well as for enterpriseslAutomates capture of all store information required

by end customerslAchieve customer service excellence

ReportslReal time console is available to view status of the

number of store locator calls that have completed or not completed for every 30 minute interval for the day

lHistorical reports uses Crystal report templates and can exported to Excel, PDF, and other file formats, these two being the popular ones.

lHistorical Reports available are in both tabular and graphical format

lCall traffic reportlStore request report – main reportlAnnounced store response report – sub reportlStore response reports.

Order Status Application (OSA)

OSA allows companies to automate checking status of orders placed by their customers. Order placement and cancellation can also be built in.

Call Steering

An application which enables customers to be diverted to specific business groups that they want to interact with.