Don’t

just interact.

Relate.
Acqueon iQ | Contact Center in a Box

Is your Contact Center relationship-
centered?
Infrastructure, resources, skills, technologies, and work-
flows… configure these components right and you have a
Contact Center that can interact with customers. Is it
enough to realize the true potential of interaction? Not
really; not until your Contact Center becomes relationship-
centered.
Acqueon iQ –
Don’t just interact. Relate.
Acqueon iQ is a Contact Center in a Box solution with an
attitude – that the purpose of interaction is to relate. As a
result, Acqueon iQ is designed to bridge the gap between
an interaction (CIM) and a relationship (CRM). In any
Contact Center, CIM becomes a natural extension of the
CRM, providing instant CTI and multi channel capabilities.
With Acqueon iQ, this is just a starting point. Applying its
Relationship Quotient, Acqueon creates a full circle of
relationship-interaction-relationship.
To make your Contact Center relationship-centered,
Acqueon iQ is built on the following overarching,
customer-driven precepts:
One Customer, One Path through the Contact Center
Acqueon iQ delivers Universal Queuing capabilities for a
Contact Center. This enables you to create routing rules
driven by the customer and not by independent channels.
The result? Irrespective of multiple touch points, you
provide one path that translates into a consistent customer
experience.
One Customer, One View for the Agent
Customers expect service agents to have a clear picture of
who they are and what their needs are. Through an
Integrated Agent Desktop, Acqueon iQ transforms the
view of the agent serving a customer. This cuts across
channels and business applications to give the agent a
crystal-clear, single vision of the customer, unifying all
dimensions of the customer’s relationship with the
business. This way, your Contact Center offers the best
possible response to a customer.
One Customer, One Interaction
Customers value relationships where a single interaction
can ensure that all their requirements and expectations are
met. Acqueon iQ makes this possible by enhancing First
Contact Resolution (FCR) capabilities, built on features
such as LCI (Last Customer Interaction), multi-skilling,
capturing previous transactions of the customer across
channels and enabling routing based on customer history.
One Contact Center, One Total Insight
Contact Centers need analytics and reports that are mean-
ingful and relationship-centered. Acqueon iQ offers power-
ful reporting features to help Contact Centers understand
relationship stories the numbers tell. This helps you under-
stand just how well your Contact Center is moving towards
realizing the true purpose of interaction.
Business benefits delivered by
Acqueon iQ
Interaction that meets customer expectations leads to
relationships that assure growing customer acquisition,
retention, loyalty, and value; and, ultimately, successful
brands and businesses. Acqueon iQ is designed to play a
central role in making this happen, with compelling business
benefits to boot as well:
A multi-tenant solution, Acqueon iQ delivers simplified
integration of a Contact Center, power to leverage function-
ality of various applications in the fullest manner, and ease in
evolution of the Contact Center, through ongoing addition
of new technology, applications, and functionality.
Acqueon iQ is designed from ground up to be a standards-
based solution with open architecture and interface, using
web services. Built on a rapid implementation framework,
Acqueon iQ slashes implementation costs and delivers an
agile solution throughout the life cycle.
Businesses need reliability, availability and scalability.
Acqueon iQ delivers on all counts, with a Total Cost of
Ownership (TCO) that is unmatched.
Acqueon iQ - Components
Agent IVR
presence PBX / ACD
Voice
Blending
recording
Predictive Inbound
dialing Acqueon iQ
voice
Inbound
Outbound
chat, e-mail,
e-mail, SMS
SMS
Outbound Web
voice based apps LCI
Acqueon iQ – Features of Components with ease
– Internal LAN chat
PBX – Uses Dialogic DNI cards for PSTN
termination Call guide – Scripting tool to design agent question &
– Supports SIP trunking from a PBX answer sessions
– Also supports direct SIP trunking from PSTN
– Uses Dialogic HMP for SIP trunk (from
service provider or IP PBX) termination Quality monitoring
– Agent phones can be SIP based soft or – Inbuilt voice recorder for both inbound &
hard phones outbound calls

ACD-UQE – Routing across channels with a common set Reporting – Web based supervisor console
of business rules – Web based historical reports
– Graphical scripting for skill based routing – Business parameters based reporting
– Scalable and high performance
Unified agent desktop – inbound
IVR – SIP based IVR platform
– Provides a graphical scripting tool for call
flow development

Inbound – Voice
– Chat
HTML-based chat engine, canned
messages, file upload and page push
– E-mail
Categorization engine – keyword search,
canned messages, file attachments,
auto responses and junk mails
– SMS (same interface as chat)
– Fax (through e-mail channel)

Outbound – Voice
Support for multiple pacing modes (preview,
power and predictive)
– E-mail Supervisor dashboard - ACD
– SMS
– Call Analysis
CRBT detection
– List management
– Campaign management
– Dial plan (contact life cycle management)
– Do Not Call (DNC) List
– Time zone
– Contact selection

Blended – Inbound & outbound voice or other inbound

channels
– Outbound voice rate controlled by inbound
SLA Supervisor dashboard

Callback management
– Ability to set callbacks for callers in queue
– Ability to set Web callbacks

Integrated Web-based agent desktop

– Support for embedded SIP softphone
– Support for all delivery channels
– Support for business applications
– Last Customer Interaction (tracking customer
details across channels)

Agent presence management and propagation

– Availability of supervisor and peer presence
– Easy search of agents
– Transfer requests or consult across peers
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 transac-

tions 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 coun-
tries.

Acqueon Technologies Inc.

100 Overlook Center
2nd Floor
Princeton NJ 08540
Tel: 609-945-3139

E-mail: sales@acqueon.com

www.acqueon.com