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Acqueon iQ 3.0 - Glance

An overview on the SIP-based solution called Acqueon iQ, from the house of Acqueon. Acqueon iQ is a Contact Center in a Box solution.

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Acqueon iQ 3.0 - Glance

  1. 1. A Glance<br />Acqueon iQ<br />
  2. 2. 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 />
  3. 3. 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 />
  4. 4. 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 />
  5. 5. 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 />
  6. 6. Features<br />Outbound Voice – Support for multiple pacing modes<br />Preview<br />Power<br />Predictive<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 />
  7. 7. 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 />
  8. 8. 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 />
  9. 9. Features<br />Outbound specific features<br />Call analysis<br />CRBT detection capable<br />Extensive rescheduling contact management<br />List & Campaign Management<br />Contact selection<br />Custom Filters<br />Time zone management<br />Do-not-call list management<br />
  10. 10. Typical Architecture – Inbuilt PBX (TDM Trunking) <br />
  11. 11. Typical Architecture – Inbuilt PBX (SIP Trunking)<br />
  12. 12. Typical Architecture – SIP PBX<br />
  13. 13. Typical Architecture – TDM PBX<br />
  14. 14. Chat Architecture<br />
  15. 15. Features – 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 />
  16. 16. Email – Architecture<br />
  17. 17. SMS Architecture<br />
  18. 18. IVR – Scripting Tool<br />
  19. 19. 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 />
  20. 20. Web based Agent Desktop<br />
  21. 21. Agent – Inbound Channel<br />
  22. 22. 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 />
  23. 23. Agent – Outbound Channel<br />
  24. 24. Agent – Chat Channel<br />
  25. 25. Agent – Email Channel<br />
  26. 26. Last Customer Interaction<br />
  27. 27. Setting Contact Outcomes<br />
  28. 28. 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 />
  29. 29. 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 />
  30. 30. Supervisor Console<br />
  31. 31. Supervisor Console – Call<br />
  32. 32. Supervisor Console – Agent<br />
  33. 33. Supervisor Console – Group<br />
  34. 34. Supervisor Console<br />
  35. 35. Historical Reports<br />
  36. 36. Historical Reports<br />
  37. 37. Thank You<br />India Email:<br />Phone: +91 9840711729<br />USA <br />Phone: +1 609 945 3139<br />