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.

1. A Glance Acqueon iQ

2. 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

3. 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

4. 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

5. 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

6. Features Outbound Voice – Support for multiple pacing modes Preview Power Predictive 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

7. 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

8. 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

9. Features Outbound specific features Call analysis CRBT detection capable Extensive rescheduling contact management List & Campaign Management Contact selection Custom Filters Time zone management Do-not-call list management

10. Typical Architecture – Inbuilt PBX (TDM Trunking)

11. Typical Architecture – Inbuilt PBX (SIP Trunking)

12. Typical Architecture – SIP PBX

13. Typical Architecture – TDM PBX

14. Chat Architecture

15. Features – 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

16. Email – Architecture

17. SMS Architecture

18. IVR – Scripting Tool

19. 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

20. Web based Agent Desktop

21. Agent – Inbound Channel

22. 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

23. Agent – Outbound Channel

24. Agent – Chat Channel

25. Agent – Email Channel

26. Last Customer Interaction

27. Setting Contact Outcomes

28. 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

29. 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

30. Supervisor Console

31. Supervisor Console – Call

32. Supervisor Console – Agent

33. Supervisor Console – Group

34. Supervisor Console

35. Historical Reports

36. Historical Reports

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