Acqueon Wins Red Herring 100 Award


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Acqueon Wins Red Herring 100 Award

  1. 1. Shankaran Nair – President & CSO<br />
  2. 2. Why do customers churn<br />Half of respondents in the important emerging markets described the service they have experienced as fair, poor or terrible<br />42 percent of our global respondents described the quality of customer service as terrible, poor or fair, compared to just 39 percent in 2007<br />two of every three respondents globally—67 percent—switched companies in at least one industry sector at least once in the past year due to a poor customer service experience<br />half of the consumers reported that they switched providers in multiple industry sectors during the year, taking an average of $4,000 worth of business with them.<br />Accenture Global Customer service report 2008<br />
  3. 3. Customer churn – different perspectives<br />Accenture Global Customer service report 2008<br />
  4. 4. Customer churn – different perspectives<br />Accenture Global Customer service report 2008<br />
  5. 5. Don’t just interact. Relate.<br />
  6. 6. Organizations lose customers because they navigate multiple paths through a Contact Center for one requirement.<br />We help them overcome this. <br />We give them the ‘One Customer – One Path advantage’<br />
  7. 7. Organizations annoy customers by switching between multiple applications and screens to answer one simple query. <br />We help them overcome this. <br />We give them the ‘One Customer – One View Per Agent advantage’<br />
  8. 8. Organizations are unable to handle multiple customer interactions, through multiple channels for multiple queries.<br />We help them overcome this. <br />We give them the ‘One Customer – One Interaction advantage’<br />
  9. 9. Organizations find it cumbersome to deal with multiple customers, multiple relationships, multiple behavior patterns and multiple insights. <br />We help them overcome this. <br />We give them the ‘One Contact Center – One Insight advantage’<br />
  10. 10. Painless and relevant <br />acquisition / adoption of <br />Contact Center technologies<br />EMERGING MARKETS<br />MATURE MARKETS<br />Efficiency and effectiveness<br />drive with existing investments<br />and infrastructure.<br />
  11. 11. Acqueon products<br />Acqueon iQ<br />Complete multi-channel, multimedia Contact Center in a box. <br />List and Campaign Management (LCM) for Cisco Unified CCE<br />Powerful list and campaign management capabilities <br />Manages multichannel (voice, SMS and e-mail) outbound campaigns (with / without agents)<br />iAssist for Unified CVP | AVP<br />Customer call back, customer surveys, order status information, and locator services<br />RAP CTI<br />iCR – Intelligent Call Routing across call centers<br />CTI screen pop and support for hosted IVR vendors<br />
  12. 12. Acqueon Play in the Industry<br /><ul><li>Acqueon plays in the subspace of “Software” in the “Contact Center Space”</li></ul>Predictive dialers, IVR, ACD, CTI, etc<br />Support for Home Agents<br />Hosted Contact Center Provider<br />SIP based IP Platform (TDM to IP)<br />Datamonitor found 47,000 agents work from home worldwide, expect a  36.4% by 2012<br />Frost & Sullivan forecasts hosted revenues to grow at a CAGR of 34.1% from 2006 through 2013<br />
  13. 13. Why the industry continues to grow<br />
  14. 14. Industry overview<br />
  15. 15. Acqueon Technologies Inc<br />Our History<br />Incorporated in 2005<br />Acquired 5*5 Networks, San Jose in 2007.<br />Acquired products from Servion in 2009<br />Products certified by leading technology vendors like Avaya & Cisco<br />What we do<br /><ul><li>Develop products and solutions for the Customer Interaction Management industry
  16. 16. Offer a compelling Total Cost of Ownership (TCO), further enhanced by rapid deployment
  17. 17. Focused on building great customer experience at the touch points</li></ul>Our Executive Team<br /><ul><li>B. Subramanian – Chairman
  18. 18. G. Shankaran Nair - President – Corporate Strategy
  19. 19. J. Shreeram – VP, Finance
  20. 20. J. D. Burroughs VP, Sales and BD
  21. 21. M. Subramanian –– VP, Engineering
  22. 22. S. Chatterjee – Director, Worldwide Channels
  23. 23. V. James – Director, Marketing and Public Relations</li></li></ul><li>Awards<br />Acqueon iQ - IP Contact Center Technology Pioneer Award for 2008<br />iAssist - IP Contact Center Technology Pioneer Award for 2009<br />List & Campaign Manager (LCM) - IP Contact Center Technology Pioneer Award for 2009 <br />Acqueon iQ – Product of the year award for 2009<br />
  24. 24. Technology partners<br />Acqueon designs, develops, and implements products suitable for the Cisco ecosystem and enhances the Cisco platform capabilities<br />Acqueon designs, develops, and implements products suitable for the Avaya ecosystem and enhances the Avaya platform capabilities<br />Acqueon utilizes the Windows platform for its development and all Web based applications of Acqueon are based on the Microsoft Windows platform<br />Acqueon makes use of Dialogic technology in its product development<br />
  25. 25. Business partners<br />Servion Global Solutions (India) specializes in Customer Interaction Management (CIM) solutions that help companies provide superior customer experience<br />Virtual Works (Africa) is a leading technical integrator and value add distributor of information technology solutions in the African market<br />net.pointers (Czech) offers complex services and consultancy in rapidly expanding IT market in Central Europe. The company focuses on Online, Data, Voice and Internet communication.<br />Activeo (France) assists companies in all industries and government agencies that want to improve the quality and the effectiveness of their relationships with their customers<br />Teledes (Ukraine) is a market leader in building integrated Contact Centers <br />CDW (USA) is a leading provider of technology solutions for business, government and education<br />Partial list<br />
  26. 26. Some customers<br />
  27. 27. Acqueon Customer Sites<br />
  28. 28. Summary<br />Relevant mission – deliver customer experience in line with brand promise across remote touch points – the moment of truth<br />Validated strategy – strong customer base and funnel<br />Scalable go to market model<br />Global team and presence<br />50 % growth year on year<br />
  29. 29. Thank You<br />USA / Europe APAC / India / MEA<br />Tel: +1 888 946 6878 Tel: +91 44 6108 4849<br />email:;<br />