Acqueon iQ 3.0 - Detailed


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A detailed presentation on Acqueon iQ 3.0, with emphasis on feature expdlanations aided by screenshots from the live product.

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Acqueon iQ 3.0 - Detailed

  1. 1. Overview<br />Acqueon iQ<br />
  2. 2. Agenda<br />About Acqueon<br />The Need<br />Acqueon iQ<br />
  3. 3. About Acqueon<br />
  4. 4. Acqueon Technologies Inc<br />Acqueon Technologies Inc specializes in developing products and solutions for the Customer Interaction Management (CIM) industry<br />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<br />
  5. 5. Acqueon Technologies Inc<br />Acqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which is further enhanced by rapid deployment<br />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<br />
  6. 6. The Need – Business & Contact Center Challenges<br />
  7. 7. Business Challenges<br />For companies to meet their strategic priorities such as increasing market share, revenue, acquiring new customers and enhancing the value of existing customers they need to counter the following challenges in their contact centers<br />Complexities<br />High cost to maintain<br />Inefficiencies<br />Inconsistent customer experience<br />
  8. 8. Contact Center Challenges<br /><ul><li>Multiple vendors – Integration nightmare</li></ul>PBX, IVR, CTI, etc supplied by multiple vendors<br />High Expenditure – High Maintenance costs<br />Individual vendors make initial investments very high<br />Maintenance or change costs are very high<br />Independent Communication channels – Lack of Consistent Customer Experience<br />Even though Multichannel is a reality, lack of channel integration causes different service treatment for the same customer across channels<br />Complex Business processes – Segmented Applications<br />Complex CTI<br />No consolidated reporting<br />Multiple User interfaces<br />Static agentseven when home agents are a reality<br />
  9. 9. CIM – CRM Gap<br />The need to marry CIM (Customer Interaction Management) with CRM (Customer Relationship Management)<br />CIM should be a natural extension of the CRM providing instant CTI and multi channel capabilities<br />
  10. 10. The Answer – Acqueon iQ<br />
  11. 11. Move away from a multi point solution<br /> Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions – Dr. John Anton, Bruce Belfiore<br />
  12. 12. To a “Contact Center In A Box” solution<br /> Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions – Dr. John Anton, Bruce Belfiore<br />
  13. 13. Key Findings From Benchmark Portal<br />A Comparison of All-in-One vs. Multi-Point Contact Center Solutions<br />Integration is simplified, and the ability to leverage the functionality of various applications is enhanced with all-in-one offerings.<br />The ongoing addition of new technology, applications, and functionality is significantly easier for customers who have deployed an all-in-one solution versus those with multi-point products.<br />As a whole, contact centers recognize the value of reducing the number of vendors they must deal with in the deployment and maintenance of contact center technology.<br /> Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions – Dr. John Anton, Bruce Belfiore<br />
  14. 14. Introducing Acqueon iQ<br />Acqueon iQ – Don’t just interact. Relate.<br />Acqueon iQ is a Contact Center in a Box solution with an attitude – that the purpose of interaction is to relate<br />Addresses Customer concerns<br />Simple all in one box – one vendor architecture<br />Low cost to maintain and change<br />Provides a consistent customer experience<br />Designed to bridge the gap between an interaction (CIM) and a relationship (CRM)<br />
  15. 15. Acqueon iQ<br />
  16. 16. What is Acqueon iQ?<br />Acqueon iQ is a Contact Center in a Box <br />Multi channel Inbound & Outbound (Voice, Chat, Email, SMS)<br />Multi Modal (Blended Inbound & Outbound)<br />Multi Tenant (Create tenants for different business’s)<br />Acqueon iQ main focus is to bridge the CIM-CRM gap. How does it do that?<br />UQE (Universal Queuing Engine), A single queue for routing requests using common business rules across channels<br />Integrated Web based Agent Desktop, view of requests across channels as with an integrated view of the CRM<br />Business parameters related Reporting, and not only based on contact center statistics<br />
  17. 17. Acqueon iQ – Positioning<br />Relationship Quotient<br />Reliability, Availability & Scalability<br />Low Total Cost <br />of Ownership<br />High Performance, Universal Queue<br />Heterogeneous <br />SIP based <br />Switch Support<br />Business Monitoring and Reports<br />Standards based<br />Open Architecture<br />And Interface<br />AiQ<br />Competition<br />
  18. 18. Acqueon iQ – Components<br />PBX / ACD<br />IVR<br />Agent<br />Presence<br />Voice<br />Recording<br />Blending<br />Acqueon<br />iQ<br />Predictive<br />Dialing<br />Inbound<br />Voice<br />Inbound<br />Chat, Mail,<br />SMS<br />Outbound<br />Mail, SMS<br />LCI<br />Outbound<br />Voice<br />Web<br />Based<br />Apps<br />
  19. 19. Acqueon iQ – Features<br />
  20. 20. Features<br />Inbuilt PBX<br />Uses Dialogic DNI cards for TDM PSTN termination<br />Also supports direct SIP trunking from PSTN<br />Supports SIP or TDM trunking to connect to a PBX<br />Agent Phones can be SIP based soft or hard phones<br />ACD – UQE (Universal Queuing Engine)<br />Routing across channels with a common set of business Rules<br />Graphical scripting for skill based routing<br />Scalable and High Performance<br />IVR<br />SIP based IVR platform<br />Provides a graphical scripting tool for call flow development<br />
  21. 21. Features<br />Inbound Multi Channel Support<br />Voice<br />Chat (HTML based)<br />Email (Rich Categorization Engine)<br />SMS (Same interface as chat)<br />Fax (Through Email Channel)<br />Outbound Multi Channel Support<br />Voice<br />Email (Email Blaster)<br />SMS (Support for GSM modem)<br />Blended<br />Inbound & Outbound Voice or other Inbound Channels<br />Outbound Voice rate controlled by Inbound SLA<br />
  22. 22. Features<br />Outbound Voice – Support for multiple pacing modes<br />Preview<br />Power<br />Predictive – Static<br />Predictive – Dynamic<br />Quality Monitoring<br />Inbuilt Voice Recorder for both Inbound & Outbound calls<br />Integrated Web based Agent Desktop<br />Support for embedded SIP softphone<br />Support for all delivery channels<br />Support for Business Applications. E.g. CRM<br />
  23. 23. Features<br />Last Customer Interaction<br />Tracking customer transactions across channels<br />Shows agent who attended the interaction<br />Shows contact outcomes and description set<br />Provides chat and email transcripts<br />Call Guide<br />Scripting tool to design agent Question & Answer sessions<br />Reporting & Administration<br />Web based Administration<br />Web based Supervisor Console<br />Web based historical reports<br />Business parameters based reporting<br />
  24. 24. Features<br />Outbound specific features<br />Call analysis<br />CRBT detection capable<br />Call Strategy – Rescheduling Contact<br />List & Campaign Management<br />Contact selection<br />Custom Filters<br />Time zone management<br />Do-not-call list management<br />
  25. 25. Features<br />Agent Presence Management and Propagation<br />Multi Tenancy<br />Create tenants for different business’s<br />Callback Management<br />Ability to set callbacks for callers in Queue<br />Ability to set Web Callbacks<br />Rapid implementation framework <br />Slashes implementation cost and enables agility throughout life cycle<br />Open Standard Interfaces for Third Party Integration – Web Services<br />
  26. 26. Voice Architectures<br />
  27. 27. Typical Architecture – Inbuilt PBX <br />
  28. 28. Typical Architecture – Inbuilt PBX (SIP)<br />
  29. 29. Typical Architecture – SIP PBX<br />
  30. 30. Typical Architecture – TDM PBX..1<br />
  31. 31. Typical Architecture – TDM PBX..2<br />
  32. 32. Typical Architecture – TDM PBX..3<br />
  33. 33. Architecture With Cisco Unified Communications Manager<br />
  34. 34. Architecture With Avaya Communications Manager<br />
  35. 35. Acqueon iQ – Agent Desktop<br />
  36. 36. Web based Agent Desktop<br />
  37. 37. Agent – Inbound Channel<br />
  38. 38. Softphone<br />Provides typical telephony functionalities<br />Answer / Drop Call<br />Transfer / Conference Call<br />Hold / Retrieve Call<br />Acqueon iQ provides ready to use embedded 3rd party SIP softphone<br />Supports external 3rd party SIP softphone or hardphone<br />Providers Timer for each agent state for the agent to work accordingly<br />Provides display of current agent state as well facility to change states<br />
  39. 39. Agent – Outbound Channel<br />
  40. 40. Agent – Chat Channel<br />
  41. 41. Agent – Email Channel<br />
  42. 42. Last Customer Interaction<br />
  43. 43. Setting Contact Outcomes<br />
  44. 44. Presence Management<br />Availability of online presence of Supervisor and Peers<br />Transfer, conference requests or consult across peers with ease<br />Agents can start an internal LAN chat sessions with other agents<br />Click Here For Presence Management<br />
  45. 45. Call Guide<br />Call Guide is an agent question prompter where question answer sessions can be designed<br />Call Guide provides information for the agent to effectively answer customer queries<br />Depending on the answers to questions the next set of questions pop up<br />Agents can enter customer provided data for any question and store it for reporting<br />
  46. 46. Acqueon iQ – IVR (Scripting Platform)<br />
  47. 47. IVR Features<br />SIP based IVR platform<br />GUI based IVR scripting tool<br />Provides Telephony functionalities<br />Retrieve ANI, DNIS, etc<br />Transfer / Conference Calls<br />Voice Operations<br />Play Voice files & Play Menus<br />Collect Digits or Record Voice<br />Play Date & Time or Play Monetary Amount<br />Database operations<br />Perform inserts, updates and deletes<br />Select queries and execute stored procedures<br />System Operations<br />File operations or Execute 3rd party programs<br />Date & Time operations or Execute scripts<br />Web Service – Call Web Services<br />
  48. 48. Scripting Tool<br />The Visual Scripting tool is used for multiple purposes<br />IVR call flow scripting<br />Inbound ACD logic scripting for<br />Voice<br />Chat <br />SMS<br />Outbound dialing flow scripting<br />This offers end customers powerful control over the routing flow based on backend business parameters<br />
  49. 49. IVR – Scripting Tool<br />
  50. 50. Scripting Functionalities<br />ACD<br />Call<br />Object<br />
  51. 51. Scripting Functionalities<br />Data<br />base<br />System<br />TCP/IP<br />
  52. 52. Scripting Functionalities<br />Tele<br />phony<br />Voice<br />
  53. 53. Scripting Functionalities<br />Web<br />Service<br />
  54. 54. Standalone IVR Platform<br />Acqueon iQ has been designed such that individual components can be deployed standalone<br />Acqueon IVR can be deployed as a standalone IVR platform<br />It can connect directly to the PSTN or can connect to a SIP based PBX or a TDM based PBX<br />As customer requirements change other features can be enabled on the platform<br />
  55. 55. Standalone TDM IVR With Avaya<br />Standalone Acqueon iQ IVR can be used with Avaya PBX connected to the “line side” of the PBX<br />Acqueon iQ ACD would not be used, but Avaya ACD would be used to route calls to agents transferred from the IVR<br />Transfer to agent will be a blind transfer and the IVR port will become free<br />
  56. 56. Standalone SIP IVR With Avaya<br />Standalone Acqueon iQ IVR can be used with Avaya PBX connected over a SIP Trunk using Avaya SES<br />Acqueon iQ ACD would not be used, but Avaya ACD would be used to route calls to agents transferred from the IVR<br />During transfer to agent, it will use 2 SIP ports and the 2 ports will be occupied for the whole duration<br />
  57. 57. Acqueon iQ – UQE (Universal Queuing Engine)<br />
  58. 58. UQE<br />Universal Queue Engine – Single Queue Routing<br />Ensures uniform configuration and business rules for all forms of channels<br />Multi Skilling, Customer History Based Routing, etc<br />
  59. 59. UQE Routing<br />Multi Skilling<br />A unique advantage of AiQ is that multiple skills can be attached to a call to take routing decisions on the Universal Queuing Engine (UQE) unlike normal ACD systems. For example<br />For a banking customer, If he has multiple cards like a credit card and a debit card, then both skills can be attached to the call as well his customer type like platinum or Gold can be attached to the call<br />
  60. 60. UQE Routing<br />Skill Relaxation<br />Specific Skills can be defined as Necessary Skills while some Skills can be relaxed. E.g. Language is a must Skill while Customer type can be a relaxed skill, so if the engine is not able to find the right agent for all the skills defined, he can relax skills to find the next best agent<br />Dynamic Parameters<br />Among a group of selected agents dynamic parameters like number of calls attended, most idle time, etc are applied to select the best agent<br />
  61. 61. UQE Routing<br />Least Cost Routing<br />UQE has another powerful feature where to route calls across sites, it can calculate the least cost routing, based on production cost it will select the contact center agent with the least cost<br />Routing Based On Customer History<br />Calls can also be routed based on customer history, if a customer has a preference to talk to a particular agent, then the agent ID can set as a routing parameter and the call will be routed to that specific agent. This will maximize customer satisfaction<br />
  62. 62. Outbound Features<br />
  63. 63. Pacing Modes<br />Variety of Pacing Modes<br />Preview<br />Power<br />Predictive – Manual<br />Predictive<br />Progressive IVR<br />Progressive SMS<br />Progressive Email<br />
  64. 64. Call Analysis<br />CRBT detection capable<br />Uses Dialogic HMP for efficient Call Progress Analysis (CPA)<br />Abandoned<br />Invalid<br />Busy<br />Fax<br />Machine<br />No answer<br />Etc<br />Agents can select some standard outcomes like<br />Wrong party<br />Nuisance<br />Rejected<br />Do not call<br />Call back<br />Separate business outcomes can be configured and set by agents on a campaign level<br />
  65. 65. Call Strategy<br />Automate Contact Rescheduling – Control contact life cycle <br />Configure multiple calling numbers for individual contacts with <br />Different start and stop time<br />Different priority<br />Switch across channels within a Call Strategy for a contact<br />
  66. 66. Call Strategy – Business Outcomes<br />Reschedule Contacts based on Business Outcomes<br />Set multiple business outcomes for each campaign<br />Define rescheduling strategy by minutes, hours or days for individual business outcomes to maintain contact lifecycle<br />
  67. 67. Contact selection<br />Powerful contact selection algorithms based on market strategy<br />Use business parameters like contact priority, account executive mapping, preferred calling time, time zone, etc<br />Build custom contact selection filters based on business parameters<br />Uploads directly from database or Auto uploads from files<br />
  68. 68. Inbuilt Strategies<br />Market Spread<br />Market Penetration<br />
  69. 69. Time Zone Management<br />
  70. 70. DNC Management<br />External DNC (Do Not Call) database filtering is done only while uploading contacts<br />An uploaded list can be re-filtered for new changes to the external DNC list<br />Internal DNC database can also be maintained<br />DNC list maintained can be global or can be campaign specific<br />Agents can mark contacts as DNC which are maintained in the Internal DNC database<br />
  71. 71. Campaign Management<br />
  72. 72. Predictive Manual Mode<br />
  73. 73. Predictive Manual – Set Ratio<br />
  74. 74. Predictive Mode<br />
  75. 75. Auto scheduling of campaigns<br />Specify hours of operation each day<br />Specify different hours of operation for specific days<br />Specify days of the week it should not run<br />Specify Holidays across years<br />
  76. 76. Block or Reschedule Contacts<br />Contacts can be listed by campaign and filtered either by business parameters or callback, rescheduled, closed or blocked contacts<br />Specific contacts can be selected <br />Blocked / Unblocked<br />Rescheduled to a specific date and time<br />Reset as a Fresh contact<br />
  77. 77. Contact Upload<br />
  78. 78. Chat Features<br />
  79. 79. Features – Chat<br />Pure HTML based chat engine<br />Routing rules can be applied for chat interactions<br />Canned messages are available for the agent to provide standard answers to questions<br />Page Push is available on the chat interface<br />File Push is available on the chat interface<br />Valid Attachment types can be defined which can be uploaded from the local agent machine or from the server machine based on permissions set<br />If a customer desires, chat transcripts are sent as an Email on the completion of the chat session<br />
  80. 80. Chat Architecture<br />
  81. 81. Chat Configurations<br />
  82. 82. Customer Chat Link / Page<br />Customers can click on a chat link on the company web page and they are provided with a flash client to chat with agents<br />
  83. 83. Agent – Chat Channel<br />Screen Pop Area<br />Chat Area<br />
  84. 84. Chat Canned Messages<br />
  85. 85. Chat File Upload<br />
  86. 86. Chat Page Push<br />
  87. 87. Chat Transcript As Email<br />Chat Transcript<br />
  88. 88. SMS Features<br />
  89. 89. Features – SMS<br />Supports sending & receiving SMS using<br />GSM Modem<br />Http supported SMS Gateway<br />Routing rules can be applied for SMS interactions<br />Sends customer SMS messages to agents as Chat Messages<br />Agents reply to the chat messages which are sent back to the customer as SMS messages<br />Canned messages are available for the agent to provide standard answers to questions<br />Session timeouts can be defined to end sessions if there is no response from customer<br />
  90. 90. SMS Architecture<br />
  91. 91. SMS Configurations<br />
  92. 92. Email Features<br />
  93. 93. Features – Email<br />Supports POP3 and SMTP for Email communication<br />Has a strong categorization engine <br />Email ID alone<br />Keyword search on the Subject and Body of an Email<br />Use combination of Email ID and keyword search on the Subject and Body of the Email<br />Strong routing of e-mails based on the skill identified by categorization<br />Easy to use agent desktop similar to Microsoft Outlook<br />
  94. 94. Features – Email<br />Auto Responses can be configured for individual Email ID’s<br />Canned messages are available for the agent to provide standard answers to questions<br />Valid Attachment types can be defined which can be attached from the local agent machine or from the server machine based on permissions set<br />
  95. 95. Email Folders<br />Inbox<br />Displays assigned Emails to agents<br />Categorized<br />Uncategorized<br />Junk<br />Contention<br />SLA<br />Warning<br />Reallocate<br />QC (Quality Check)<br />Watch Box<br />
  96. 96. Typical Email Flow<br />Download E-mails using POP3<br />Categorization Engine<br />Categorized E-mail<br />Uncategorized E-mail<br />Group Inbox<br />Support<br />Group Inbox<br />Sales<br />Expert<br />Inbox<br />E-mail Routing Engine<br />Agent Inbox<br />Support<br />Agent Inbox<br />Sales<br />
  97. 97. Agent Functionalities<br />View Emails<br />Reply / Reply-All Emails<br />Forward Emails<br />Mark and Close Emails as Junk<br />Reject Emails<br />Close Emails<br />
  98. 98. Supervisor Functionalities<br />All Agent functionalities<br />Assign Emails <br />Groups<br />Specific Agents<br />View Emails and Assign wherever needed<br />Categorized Emails which have not been sent to agents<br />Uncategorized Emails<br />Emails Rejected by Agents (Contention)<br />Warning<br />Emails which have been Reallocated<br />View, make changes and Approve Emails marked for Quality Check<br />View individual agents Escalation Alerts (Watch Box)<br />
  99. 99. Email – Architecture<br />
  100. 100. Account Configurations<br />
  101. 101. Keyword – Categorization<br />
  102. 102. Auto Response Configuration<br />
  103. 103. Supervisor Assign Email<br />
  104. 104. Agent – Email Channel<br />
  105. 105. Agent Reply Email<br />
  106. 106. Email File Attach<br />
  107. 107. Email Canned Messages<br />
  108. 108. Acqueon iQ – Supervisor Console & Reports<br />
  109. 109. Supervisor Console<br />
  110. 110. Supervisor Console – Call<br />
  111. 111. Supervisor Console – Agent<br />
  112. 112. Supervisor Console – Group<br />
  113. 113. Supervisor Console<br />
  114. 114. Types Of Historical Reports<br />Campaign Reports<br />Agent Reports<br />Skill Reports<br />IVR Reports<br />
  115. 115. Historical Report Viewer<br />
  116. 116. Sample Historical Report<br />
  117. 117. Sample Historical Report<br />
  118. 118. Sample Historical Report<br />
  119. 119. Sample Historical Report<br />
  120. 120. Sample Historical Report<br />
  121. 121. Sample Historical Report<br />
  122. 122. Sample Historical Report<br />
  123. 123. Sample Historical Report<br />
  124. 124. Sample Historical Report<br />
  125. 125. Sample Historical Report<br />
  126. 126. Sample Historical Report<br />
  127. 127. Acqueon iQ – Administration<br />
  128. 128. Group / Attribute Configurations<br />
  129. 129. User Details<br />
  130. 130. User Attributes<br />
  131. 131. User Groups<br />
  132. 132. User Buddies<br />
  133. 133. Codes Configurations<br />Not Ready Reasons<br />Wrap-up Codes<br />Canned Messages<br />
  134. 134. Audit Trail<br />Captures all admin changes done with the user details and date and time of change<br />
  135. 135. Thank You<br />India Email:<br />Phone: +91 9840711729<br />USA <br />Phone: +1 609 945 3139<br />