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

1. Overview Acqueon iQ

2. Agenda About Acqueon The Need Acqueon iQ

3. About Acqueon

4. Acqueon Technologies Inc 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

5. Acqueon Technologies Inc 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 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

6. The Need – Business & Contact Center Challenges

7. Business Challenges 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 Complexities High cost to maintain Inefficiencies Inconsistent customer experience

9. CIM – CRM Gap The need to marry CIM (Customer Interaction Management) with CRM (Customer Relationship Management) CIM should be a natural extension of the CRM providing instant CTI and multi channel capabilities

10. The Answer – Acqueon iQ

11. 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

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

13. Key Findings From Benchmark Portal A Comparison of All-in-One vs. Multi-Point Contact Center Solutions Integration is simplified, and the ability to leverage the functionality of various applications is enhanced with all-in-one offerings. 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. 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. Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions – Dr. John Anton, Bruce Belfiore

14. Introducing Acqueon iQ 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 Addresses Customer concerns Simple all in one box – one vendor architecture Low cost to maintain and change Provides a consistent customer experience Designed to bridge the gap between an interaction (CIM) and a relationship (CRM)

15. Acqueon iQ

16. What is Acqueon iQ? Acqueon iQ is a Contact Center in a Box Multi channel Inbound & Outbound (Voice, Chat, Email, SMS) Multi Modal (Blended Inbound & Outbound) Multi Tenant (Create tenants for different business’s) Acqueon iQ main focus is to bridge the CIM-CRM gap. How does it do that? UQE (Universal Queuing Engine), A single queue for routing requests using common business rules across channels Integrated Web based Agent Desktop, view of requests across channels as with an integrated view of the CRM Business parameters related Reporting, and not only based on contact center statistics

17. Acqueon iQ – Positioning Relationship Quotient Reliability, Availability & Scalability Low Total Cost of Ownership High Performance, Universal Queue Heterogeneous SIP based Switch Support Business Monitoring and Reports Standards based Open Architecture And Interface AiQ Competition

18. Acqueon iQ – Components PBX / ACD IVR Agent Presence Voice Recording Blending Acqueon iQ Predictive Dialing Inbound Voice Inbound Chat, Mail, SMS Outbound Mail, SMS LCI Outbound Voice Web Based Apps

19. Acqueon iQ – Features

20. Features Inbuilt PBX Uses Dialogic DNI cards for TDM PSTN termination Also supports direct SIP trunking from PSTN Supports SIP or TDM trunking to connect to a PBX Agent Phones can be SIP based soft or hard phones 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 IVR SIP based IVR platform Provides a graphical scripting tool for call flow development

21. Features Inbound Multi Channel Support Voice Chat (HTML based) Email (Rich Categorization Engine) SMS (Same interface as chat) Fax (Through Email Channel) Outbound Multi Channel Support Voice Email (Email Blaster) SMS (Support for GSM modem) Blended Inbound & Outbound Voice or other Inbound Channels Outbound Voice rate controlled by Inbound SLA

22. Features Outbound Voice – Support for multiple pacing modes Preview Power Predictive – Static Predictive – Dynamic Quality Monitoring Inbuilt Voice Recorder for both Inbound & Outbound calls Integrated Web based Agent Desktop Support for embedded SIP softphone Support for all delivery channels Support for Business Applications. E.g. CRM

23. 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 Business parameters based reporting

24. Features Outbound specific features Call analysis CRBT detection capable Call Strategy – Rescheduling Contact List & Campaign Management Contact selection Custom Filters Time zone management Do-not-call list management

25. Features Agent Presence Management and Propagation Multi Tenancy Create tenants for different business’s Callback Management Ability to set callbacks for callers 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

26. Voice Architectures

27. Typical Architecture – Inbuilt PBX

28. Typical Architecture – Inbuilt PBX (SIP)

29. Typical Architecture – SIP PBX

30. Typical Architecture – TDM PBX..1

31. Typical Architecture – TDM PBX..2

32. Typical Architecture – TDM PBX..3

33. Architecture With Cisco Unified Communications Manager

34. Architecture With Avaya Communications Manager

35. Acqueon iQ – Agent Desktop

36. Web based Agent Desktop

37. Agent – Inbound Channel

38. Softphone Provides typical telephony functionalities Answer / Drop Call Transfer / Conference Call Hold / Retrieve Call Acqueon iQ provides ready to use embedded 3rd party SIP softphone Supports external 3rd party SIP softphone or hardphone Providers Timer for each agent state for the agent to work accordingly Provides display of current agent state as well facility to change states

39. Agent – Outbound Channel

40. Agent – Chat Channel

41. Agent – Email Channel

42. Last Customer Interaction

43. Setting Contact Outcomes

44. Presence Management Availability of online presence of Supervisor and Peers Transfer, conference requests or consult across peers with ease Agents can start an internal LAN chat sessions with other agents Click Here For Presence Management

45. 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

46. Acqueon iQ – IVR (Scripting Platform)

47. IVR Features SIP based IVR platform GUI based IVR scripting tool Provides Telephony functionalities Retrieve ANI, DNIS, etc Transfer / Conference Calls Voice Operations Play Voice files & Play Menus Collect Digits or Record Voice Play Date & Time or Play Monetary Amount Database operations Perform inserts, updates and deletes Select queries and execute stored procedures System Operations File operations or Execute 3rd party programs Date & Time operations or Execute scripts Web Service – Call Web Services

48. Scripting Tool The Visual Scripting tool is used for multiple purposes IVR call flow scripting Inbound ACD logic scripting for Voice Chat SMS Outbound dialing flow scripting This offers end customers powerful control over the routing flow based on backend business parameters

49. IVR – Scripting Tool

50. Scripting Functionalities ACD Call Object

51. Scripting Functionalities Data base System TCP/IP

52. Scripting Functionalities Tele phony Voice

53. Scripting Functionalities Web Service

54. Standalone IVR Platform Acqueon iQ has been designed such that individual components can be deployed standalone Acqueon IVR can be deployed as a standalone IVR platform It can connect directly to the PSTN or can connect to a SIP based PBX or a TDM based PBX As customer requirements change other features can be enabled on the platform

55. Standalone TDM IVR With Avaya Standalone Acqueon iQ IVR can be used with Avaya PBX connected to the “line side” of the PBX Acqueon iQ ACD would not be used, but Avaya ACD would be used to route calls to agents transferred from the IVR Transfer to agent will be a blind transfer and the IVR port will become free

56. Standalone SIP IVR With Avaya Standalone Acqueon iQ IVR can be used with Avaya PBX connected over a SIP Trunk using Avaya SES Acqueon iQ ACD would not be used, but Avaya ACD would be used to route calls to agents transferred from the IVR During transfer to agent, it will use 2 SIP ports and the 2 ports will be occupied for the whole duration

57. Acqueon iQ – UQE (Universal Queuing Engine)

58. UQE Universal Queue Engine – Single Queue Routing Ensures uniform configuration and business rules for all forms of channels Multi Skilling, Customer History Based Routing, etc

59. UQE Routing Multi Skilling 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 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

60. UQE Routing Skill Relaxation 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 Dynamic Parameters Among a group of selected agents dynamic parameters like number of calls attended, most idle time, etc are applied to select the best agent

61. UQE Routing Least Cost Routing 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 Routing Based On Customer History 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

62. Outbound Features

63. Pacing Modes Variety of Pacing Modes Preview Power Predictive – Manual Predictive Progressive IVR Progressive SMS Progressive Email

64. Call Analysis CRBT detection capable Uses Dialogic HMP for efficient Call Progress Analysis (CPA) Abandoned Invalid Busy Fax Machine No answer Etc 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

65. Call Strategy Automate Contact Rescheduling – Control contact life cycle Configure multiple calling numbers for individual contacts with Different start and stop time Different priority Switch across channels within a Call Strategy for a contact

66. Call Strategy – Business Outcomes Reschedule Contacts based on Business Outcomes Set multiple business outcomes for each campaign Define rescheduling strategy by minutes, hours or days for individual business outcomes to maintain contact lifecycle

67. Contact selection Powerful contact selection algorithms based on market strategy Use business parameters like contact priority, account executive mapping, preferred calling time, time zone, etc Build custom contact selection filters based on business parameters Uploads directly from database or Auto uploads from files

68. Inbuilt Strategies Market Spread Market Penetration

69. Time Zone Management

70. DNC Management External DNC (Do Not Call) database filtering is done only 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 Agents can mark contacts as DNC which are maintained in the Internal DNC database

71. Campaign Management

72. Predictive Manual Mode

73. Predictive Manual – Set Ratio

74. Predictive Mode

75. 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

76. Block or Reschedule Contacts Contacts can be listed by campaign and filtered either by business parameters or callback, rescheduled, closed or blocked contacts Specific contacts can be selected Blocked / Unblocked Rescheduled to a specific date and time Reset as a Fresh contact

77. Contact Upload

78. Chat Features

79. Features – Chat Pure HTML based chat engine Routing rules can be applied for chat interactions Canned messages are available for the agent to provide standard answers to questions Page Push is available on the chat interface File Push is available on the chat interface Valid Attachment types can be defined which can be uploaded from the local agent machine or from the server machine based on permissions set If a customer desires, chat transcripts are sent as an Email on the completion of the chat session

80. Chat Architecture

81. Chat Configurations

82. Customer Chat Link / Page Customers can click on a chat link on the company web page and they are provided with a flash client to chat with agents

83. Agent – Chat Channel Screen Pop Area Chat Area

84. Chat Canned Messages

85. Chat File Upload

86. Chat Page Push

87. Chat Transcript As Email Chat Transcript

88. SMS Features

89. Features – SMS Supports sending & receiving SMS using GSM Modem Http supported SMS Gateway Routing rules can be applied for SMS interactions Sends customer SMS messages to agents as Chat Messages Agents reply to the chat messages which are sent back to the customer as SMS messages Canned messages are available for the agent to provide standard answers to questions Session timeouts can be defined to end sessions if there is no response from customer

90. SMS Architecture

91. SMS Configurations

92. Email Features

93. Features – Email Supports POP3 and SMTP for Email communication Has a strong categorization engine Email ID alone Keyword search on the Subject and Body of an Email Use combination of Email ID and keyword search on the Subject and Body of the Email Strong routing of e-mails based on the skill identified by categorization Easy to use agent desktop similar to Microsoft Outlook

94. Features – Email Auto Responses can be configured for individual Email ID’s Canned messages are available for the agent to provide standard answers to questions Valid Attachment types can be defined which can be attached from the local agent machine or from the server machine based on permissions set

95. Email Folders Inbox Displays assigned Emails to agents Categorized Uncategorized Junk Contention SLA Warning Reallocate QC (Quality Check) Watch Box

96. Typical Email Flow Download E-mails using POP3 Categorization Engine Categorized E-mail Uncategorized E-mail Group Inbox Support Group Inbox Sales Expert Inbox E-mail Routing Engine Agent Inbox Support Agent Inbox Sales

97. Agent Functionalities View Emails Reply / Reply-All Emails Forward Emails Mark and Close Emails as Junk Reject Emails Close Emails

98. Supervisor Functionalities All Agent functionalities Assign Emails Groups Specific Agents View Emails and Assign wherever needed Categorized Emails which have not been sent to agents Uncategorized Emails Emails Rejected by Agents (Contention) Warning Emails which have been Reallocated View, make changes and Approve Emails marked for Quality Check View individual agents Escalation Alerts (Watch Box)

99. Email – Architecture

100. Account Configurations

101. Keyword – Categorization

102. Auto Response Configuration

103. Supervisor Assign Email

104. Agent – Email Channel

105. Agent Reply Email

106. Email File Attach

107. Email Canned Messages

108. Acqueon iQ – Supervisor Console & Reports

109. Supervisor Console

110. Supervisor Console – Call

111. Supervisor Console – Agent

112. Supervisor Console – Group

113. Supervisor Console

114. Types Of Historical Reports Campaign Reports Agent Reports Skill Reports IVR Reports

115. Historical Report Viewer

116. Sample Historical Report

117. Sample Historical Report

118. Sample Historical Report

119. Sample Historical Report

120. Sample Historical Report

121. Sample Historical Report

122. Sample Historical Report

123. Sample Historical Report

124. Sample Historical Report

125. Sample Historical Report

126. Sample Historical Report

127. Acqueon iQ – Administration

128. Group / Attribute Configurations

129. User Details

130. User Attributes

131. User Groups

132. User Buddies

133. Codes Configurations Not Ready Reasons Wrap-up Codes Canned Messages

134. Audit Trail Captures all admin changes done with the user details and date and time of change

135. Thank You India Email: sales@acqueon.com Phone: +91 9840711729 support@acqueon.com USA Phone: +1 609 945 3139