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. C...
                                                                 Call Progress Analysis (CPA) – detect outcomes like
lThe probability of selling to an existing customer is          lNumber input type question where minimum and
 60-70%; the...
lZIP / postal code                                   Reports
    lCity & state details                                lRea...
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Acqueon's iAssist - for Avaya Voice Portal - Brochure


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Brochure of iAssist, the IVR-based suite of applications from Acqueon. It gives an overview of the offering involved - a Call Back Manager, a Call Survey Manager, Store Locator, Order Status Application and Call Steering.

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Acqueon's iAssist - for Avaya Voice Portal - Brochure

  1. 1. Your Avaya Voice Portal can do a lot more…
  2. 2. 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: ? administration and reporting for all applications Common ?login with Active Directory Integration Single ? Role Management ? Multi Tenant support ? User Management ? Multi Site support ? Group Management – DNIS Configuration Business ? and Historical reports Real time ? for TTS and Speech based applications Support ? It is simple, inexpensive, and easy to administer
  3. 3. ? 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 ? business outcomes from agents to close or Accept 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 ? console is available to view status of the Real time 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 ? customer calling number (CLI/ANI & DNIS) Capture licenses. ? different types of callback options for different Offers customer types ?later time Call at a ?later date and time Call at a ? Call Immediately ? mentioned free slots Call during CallSurvey Manager (CSM) ? manager allows the call center to configure Callback 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 ? callback for customer calling number (CLI / Register 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 ? customer unique ID Capture ? customer name Record service experience don't report it, and 91% of those ? customer message Record 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 ? five times as much to attract a new customer It costs ? retain earlier callback or re-register new Offer to callback as it does to keep an existing one, and is 10 times more ?callback requests by CLI / ANI Reject difficult ? increase in customer retention typically A 10% ? Call priority based on customer type ? agents before calling a customer and playback Capture increases profits by 30%, while a 5% increase can collected callback details increase profits by 25% to 125%
  4. 4. lThe probability of selling to an existing customer is lNumber input type question where minimum and 60-70%; the probability of selling to a new prospect is maximum digit length can be configured 5-20% l input type question where date format can be Date lHaving said that, it is also an established fact that the defined most popular mechanism of executing satisfaction surveys in a Contact Center is manual calling! CTI version for CallSurvey Manager: In this version, CSM supports standard integration with Two of the biggest drawbacks to manual calling are the Avaya Interaction Center (AIC). The advantage is that human element and cost. And according to Gartner Group, when an agent based call is initiated with CSM, agent ID accuracy of a customer satisfaction survey being conducted can be captured by AIC. This agent ID is tagged to survey immediately after an interaction is greater by 40% when responses provided by the customer and is available for compared to the survey done 24hrs later. 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 ? customer unique ID Collect ? with CTI engine to collect agent ID for Integrate agent surveys ? phrases of questions and answers Record ? Configure survey questions with multiple answers ? static or dynamic surveys Design ? customer messages for specific questions Record ? 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 ? type question Yes / no lStore details typically contains ? question for configurable choices from 2 to 5 Choice l Store code options to be collected
  5. 5. lZIP / postal code Reports lCity & state details lReal time console is available to view status of the l Individual 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 l Configure the minimum circular radius to search lHistorical reports uses Crystal report templates and stores in can exported to Excel, PDF, and other file formats, l Configure number of stores to play out these two being the popular ones. lCustomer options lHistorical Reports available are in both tabular and l Play out store details like address and work graphical format timings lCall traffic report l Contact Person lStore request report – main report l Contact numbers lAnnounced store response report – sub report l Option to transfer to Store – connect customer to lStore response reports. store l Additionally play welcome messages l Additionally play service messages l Additionally 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: