2. Why do customers churn Half of respondents in the important emerging markets described the service they have experienced as fair, poor or terrible 42 percent of our global respondents described the quality of customer service as terrible, poor or fair, compared to just 39 percent in 2007 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 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. Accenture Global Customer service report 2008
3. Customer churn – different perspectives Accenture Global Customer service report 2008
4. Customer churn – different perspectives Accenture Global Customer service report 2008
6. Organizations lose customers because they navigate multiple paths through a Contact Center for one requirement. We help them overcome this. We give them the ‘One Customer – One Path advantage’
7. Organizations annoy customers by switching between multiple applications and screens to answer one simple query. We help them overcome this. We give them the ‘One Customer – One View Per Agent advantage’
8. Organizations are unable to handle multiple customer interactions, through multiple channels for multiple queries. We help them overcome this. We give them the ‘One Customer – One Interaction advantage’
9. Organizations find it cumbersome to deal with multiple customers, multiple relationships, multiple behavior patterns and multiple insights. We help them overcome this. We give them the ‘One Contact Center – One Insight advantage’
10. Painless and relevant acquisition / adoption of Contact Center technologies EMERGING MARKETS MATURE MARKETS Efficiency and effectiveness drive with existing investments and infrastructure.
11. Acqueon products Acqueon iQ Complete multi-channel, multimedia Contact Center in a box. List and Campaign Management (LCM) for Cisco Unified CCE Powerful list and campaign management capabilities Manages multichannel (voice, SMS and e-mail) outbound campaigns (with / without agents) iAssist for Unified CVP | AVP Customer call back, customer surveys, order status information, and locator services RAP CTI iCR – Intelligent Call Routing across call centers CTI screen pop and support for hosted IVR vendors
24. Technology partners Acqueon designs, develops, and implements products suitable for the Cisco ecosystem and enhances the Cisco platform capabilities Acqueon designs, develops, and implements products suitable for the Avaya ecosystem and enhances the Avaya platform capabilities Acqueon utilizes the Windows platform for its development and all Web based applications of Acqueon are based on the Microsoft Windows platform Acqueon makes use of Dialogic technology in its product development
25. Business partners Servion Global Solutions (India) specializes in Customer Interaction Management (CIM) solutions that help companies provide superior customer experience Virtual Works (Africa) is a leading technical integrator and value add distributor of information technology solutions in the African market 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. 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 Teledes (Ukraine) is a market leader in building integrated Contact Centers CDW (USA) is a leading provider of technology solutions for business, government and education Partial list
28. Summary Relevant mission – deliver customer experience in line with brand promise across remote touch points – the moment of truth Validated strategy – strong customer base and funnel Scalable go to market model Global team and presence 50 % growth year on year
29. Thank You USA / Europe APAC / India / MEA Tel: +1 888 946 6878 Tel: +91 44 6108 4849 email: sales@acqueon.com; support@acqueon.com
