Acqueon AiQ Multi-Channel Contact Center

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Acqueon AiQ Multi-Channel Contact Center

  1. 1. Acqueon iQ Overview
  2. 2. Acqueon Technologies Inc• Acqueon Technologies Inc specializes in developing products and solutions for the Customer Interaction Management (CIM) industry• 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
  3. 3. 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
  4. 4. The Answer – Acqueon iQ
  5. 5. Move away from a multi pointsolution Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions – Dr. John Anton, Bruce Belfiore
  6. 6. To an “All-in-One ContactCenter” solution Source: A Comparison of All-in- One versus Multi-Point Contact Center Solutions – Dr. John Anton, Bruce Belfiore
  7. 7. Acqueon iQ – Components Voice Quality PBX / ACD IVR Recording Monitoring Blending Inbound VoicePredictive Inbound Dialing Acqueon Chat, Mail, SMS iQOutbound SocialMail, SMS Media Outbound Web Last Agent Call Voice Based Customer LAN Chat Guide Apps Interaction
  8. 8. Features
  9. 9. Features• Support for most PBX platforms – Supports SIP or TDM trunking – Cisco, Avaya, MS Lync, eZuce, Asterisk and other platforms supported• 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
  10. 10. Features• Inbound Multi Channel Support – Voice – Chat (HTML based) – Email (Rich Categorization Engine) – SMS (Same interface as chat) – Social Media (Facebook) – Fax (Through Email Channel)• Outbound Multi Channel Support – Voice – Email (Email Blaster) – SMS (Support for GSM modem and SMS Gateway)• Blended – Inbound & Outbound Voice or Multi Media Channels
  11. 11. 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 – Reports Designer for custom reports
  12. 12. Features• Outbound Voice – Support for multiple pacing modes – Preview – Power – Progressive – Predictive• Outbound specific features – Call analysis • CRBT detection capable – Call Strategy – Rescheduling Contact based on voice and business outcomes • List & Campaign Management – Contact selection • Custom Filters – Time zone management – Do-not-call list management
  13. 13. Features• Support Agent to Agent / Supervisor Internal LAN Chat• Supervisor controls like – Barge In – Email quality check – Broadcast messages• Callback Management – Ability to set callbacks for callers waiting 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
  14. 14. Agent Desktop
  15. 15. Web based Agent Desktop
  16. 16. Agent – Inbound Channel
  17. 17. Softphone• Provides typical telephony functionalities – Make / Consultation Call – Drop Call – Hold / Retrieve Call – Transfer / Conference Call – Active and Passive Barge In for Supervisor• Provides ready to use embedded 3rd party SIP softphone• Supports external 3rd party or Freeware SIP softphone, SIP hard phone or External PBX phone• Providers Timer for each agent state for the agent to work accordingly• Provides display of current agent state as well facility to change states - Supervisors can lock their state to not receive ACD Calls• Selective Recording – Ability to start / stop voice recording• Enter wrap up details while on the active call
  18. 18. Agent – Outbound Channel
  19. 19. Agent – Chat Channel
  20. 20. Agent – Email Channel
  21. 21. Last Customer Interaction (LCI)• Tracks all previous interactions of a customer across channels and provides the same to the agent as LCI• LCI is a standard feature of Agent Desktop• Customer history can be searched by – Customer ID – Customer Name – Phone Name – Email ID – Email Case ID – Start Date & Stop Date• LCI displays Customer Information, the agent who serviced that request, date and time and the Wrap Up code, Sub Wrap up code and Description set• Email and Chat interactions can be expanded by the agent to view the complete Email or Chat transcripts
  22. 22. LCI
  23. 23. 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
  24. 24. Agent Desktop – Supervisor Capabilities
  25. 25. Barge In• Supervisors can do an Active or Passive Barge In of a live call of any agent
  26. 26. Message Broadcast• Supervisors can broadcast messages to a single agent or to all agents under an Agent Group
  27. 27. Visual Script Builder
  28. 28. Visual Script Builder (VSB)• The Visual Scripting tool is used for multiple purposes – Inbound ACD logic scripting for • Voice (Inbound & Outbound) • Chat • SMS – Outbound dialing flow scripting – Outbound SMS & Email scripts• This offers end customers powerful control over the routing flow based on backend business parameters
  29. 29. Script Editor
  30. 30. Scripting FunctionalitiesACDCallObject
  31. 31. Scripting FunctionalitiesDatabaseSystemTCP/IP
  32. 32. Scripting FunctionalitiesTelephonyVoice
  33. 33. Outbound Features
  34. 34. Pacing Modes• Variety of Pacing Modes – Preview – Power – Predictive – Manual (Ratio) – Predictive – Progressive IVR – Progressive SMS – Progressive Email
  35. 35. Preview• Preview mode is where the agent is presented with a contact on request – Screen pop is shown with customer details – Agent can then confirm or Reject the contact – On confirmation Call is established with the agent and customer is called – On successful PVD customer and agent calls are connected• Agent can be selective and prepared before the call, which is best suited for VIP customers, and other functionalities Agent Agent Call agent requests confirms and Make Call Acqueon for contact Screen Pop contact to customer iQ Connect Agent & Wait for DB Customer PVD
  36. 36. Power• Power mode is where the system selects the contact to be dialed based on defined strategies – Call is established with the agent and screen pop is shown with customer details – Customer is called – On successful PVD customer and agent calls are connected• One-to-one availability between customer and agent, reduces nuisance calls System selects Call Make Call contact using Agent to Acqueon defined strategies Screen Pop customer iQ Connect Agent & Wait for DB Customer PVD
  37. 37. Predictive Manual (Ratio)• Predictive Manual mode is where the system selects contacts and makes calls to multiple customers depending on the ratio configured – On any PVD the system waits for a free agent – Free agent is called and screen pop is shown with customer details – Customer and agent calls are connected• If multiple customer calls are successful, it can result in nuisance calls, as the calls having no agents available will wait in the queue – On customer hang up or system drop, the abandon rate is calculated – If the configured abandon level is crossed then the ratio goes back to 1:1 till the abandon rate drops backs to acceptable levels System System selects Make call to Wait for reads contact(s) using customer A PVD defined ratio defined Wait for to use strategies Make call toAcqueon customer B PVD iQ Connect Call Agent Search DB Agent & for Customer for Free Customer Screen Pop A Agent
  38. 38. Predictive• Predictive mode is where the system calculates the required ratio – Uses parameters like connect rate, customer connect time, agent handle time, etc to predict the current real time ratio – Selects contacts and makes calls to multiple customers – Predicts the number of success calls and on PVD the system calls free agents with screen pop and connects customer call to agent• While rare, it can result in nuisance calls, for multiple successful calls having no agents available, these callers will wait in the queue – On customer hang up or system drop, the abandon rate is calculated – Predictive algorithm adjusts real time ratio to allow abandon rate to drop backs to acceptable levels Calculate Real System Make call to Wait for Time Ratio - selects customer A PVD Predictive contact(s) using defined Make call to Wait forAcqueon Algorithm strategies customer B PVD iQ Connect Call Predicted - DB Agent & Agent for single Customer Screen Pop Customer success call
  39. 39. Progressive IVR• In Progressive IVR, the system calls the customer from an IVR channel and on successful positive voice detection, a IVR script is executed• Mostly used for collection campaigns or advertising new products of a company Wait for Execute IVR Call customer script for the PVD business Acqueon iQ DB
  40. 40. Progressive SMS• In Progressive SMS, the system sends an SMS from a GSM Modem or http based SMS gateway• Mostly used for reminder campaigns or advertising new products of a company Form SMS Send SMS to message in SMS mobile # using Acqueon script GSM modem iQ DB
  41. 41. Progressive Email• The system sends an Email using SMTP• From and Reply address can be configured as well as Email Blast option is available where same content Email will be blasted across to multiple customers Form Email Send Email To Customer Message in Email Using SMTP Script for Outbound Email ID Acqueon iQ DB
  42. 42. Call Analysis• CRBT detection capable• Uses IP resources for efficient Call Progress Analysis (CPA) – Abandoned – Invalid – Busy – Fax – Machine – No answer• 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
  43. 43. Call Strategy
  44. 44. Call Strategy• Offers powerful strategies for rescheduling of calls• For any call outcome, following settings can be done to – Reschedule the call after specific days, hours or minutes – Set maximum number of retries for an outcome or a mode for dialing a contact – Adjust priority of a contact by increasing or decreasing it – Change the mode of dialing • For example, dialing residence number after failing to reach the customer on his mobile phone number – Close a contact – Switch across channels – Phone, Mobile, Email, SMS
  45. 45. Time Zone Management• While uploading contacts, time zones can be specified for each contact• Internally the mode start and end times depending on the time zone will be recalculated• If no time zones are specified then local campaign time zone is used• Allows area code – time zone mapping, use area code of numbers to determine the time zone• Contacts with multiple numbers across different time zones is also supported
  46. 46. DNC Management• External DNC (Do Not Call) database filtering can be done 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• DNC numbers are also filtered real time
  47. 47. Scripting• Powerful scripting options are available which can be configured using the Visual Script Builder• Pre call script – A pre call script is valid for all pacing modes and is always executed before calling the customer – A pre call script is used to run business logic to gather details about a contact or to determine if a contact can be dialed• Post call script – A post call script is executed always after a successful PVD for a customer call – A post call script is used to run IVR flows to automate information gathered from a customer before being transferred to an agent or dropped
  48. 48. Scripting• SMS Script – SMS scripts are used to form the SMS text to be sent – Using a standard template, the script can interact with the business application online to form the SMS Script• Email Script – Email scripts are used to form the Email message to be sent – Using a standard template, or using html headers a html based script can be created with pictures and attachments; the script can interact with the business application online to form the Email Script
  49. 49. Campaign Management
  50. 50. Campaign Management• Campaign Management involves the following steps – Define the campaign run-time – Define the campaign pacing mode – Define the Call Strategy to use and set Global Retries – Define the Agent Group this campaign will use for agent selection – Define the Business Outcome Group – Define the Channel group to use for out calling• For Multi channel capabilities the Email and SMS properties are defined• For predictive pacing modes additional properties like Abandon ratio, Call Sampling, etc are defined
  51. 51. 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
  52. 52. Power Mode
  53. 53. Predictive Manual Mode
  54. 54. Predictive Manual – Set Ratio• Different ratios can be defined for individual hours across days for the campaign
  55. 55. Predictive Mode
  56. 56. Thank YouAPAC / MEA Email: sales@acqueon.comPhone: +91 6108 4800 support@acqueon.comUSA / Europe andymarcopulos@acqueon.comPhone: +1 303 495 2411

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