1. Acqueon iQ
Overview

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. 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. The Answer –
Acqueon iQ

5. Move away from a multi point
solution
Source: A Comparison of All-in-One versus Multi-Point
Contact Center Solutions – Dr. John Anton, Bruce Belfiore

6. To an “All-in-One Contact
Center” solution
Source: A Comparison of All-in-
One versus Multi-Point Contact
Center Solutions – Dr. John Anton,
Bruce Belfiore

7. Acqueon iQ – Components
Voice Quality
PBX / ACD IVR
Recording Monitoring
Blending Inbound
Voice
Predictive Inbound
Dialing Acqueon Chat, Mail,
SMS
iQ
Outbound Social
Mail, SMS Media
Outbound Web Last
Agent Call
Voice Based Customer
LAN Chat Guide
Apps Interaction

8. Features

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. 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. 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. 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. 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. Agent Desktop

15. Web based Agent Desktop

16. Agent – Inbound Channel

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. Agent – Outbound Channel

19. Agent – Chat Channel

20. Agent – Email Channel

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. LCI

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. Agent Desktop –
Supervisor
Capabilities

25. Barge In
• Supervisors can do an Active or Passive
Barge In of a live call of any agent

26. Message Broadcast
• Supervisors can broadcast messages to a single
agent or to all agents under an Agent Group

27. Visual Script
Builder

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. Script Editor

30. Scripting Functionalities
ACD
Call
Object

31. Scripting Functionalities
Data
base
System
TCP/IP

32. Scripting Functionalities
Tele
phony
Voice

33. Outbound Features

34. Pacing Modes
• Variety of Pacing
Modes
– Preview
– Power
– Predictive –
Manual (Ratio)
– Predictive
– Progressive
IVR
– Progressive
SMS
– Progressive
Email

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. 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. 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 to
Acqueon customer B PVD
iQ
Connect Call Agent Search
DB Agent & for Customer for Free
Customer Screen Pop A Agent

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 for
Acqueon Algorithm strategies customer B PVD
iQ
Connect Call Predicted -
DB Agent & Agent for single
Customer Screen Pop Customer success call

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. 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. 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. 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. Call Strategy

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. 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. 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. 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. 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. Campaign Management

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. 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. Power Mode

53. Predictive Manual Mode

54. Predictive Manual – Set Ratio
• Different ratios can be defined for individual
hours across days for the campaign

55. Predictive Mode

56. Thank You
APAC / MEA Email: sales@acqueon.com
Phone: +91 6108 4800 support@acqueon.com
USA / Europe andymarcopulos@acqueon.com
Phone: +1 303 495 2411