Chennai, March 31, 2010: Acqueon Technologies, the Princeton, NJ based
Customer Interaction Management (CIM) product specialist unveiled its latest
offering – Acqueon iQ, an end-to-end Contact Center application suite with
comprehensive functionalities. Acqueon iQ is a ‘Contact Center in a Box’
solution designed on the premise that the purpose of interaction is to
relate. As a result, Acqueon iQ bridges 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 iQ creates a
full circle of relationship-interaction-relationship. To make the 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 creation of routing rules driven by the customer and not by
independent channels. The result? Irrespective of multiple touch points, the
Contact Center is able to 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 meaningful and
relationship-centered. Acqueon iQ offers powerful reporting features to help
Contact Centers understand relationship stories the numbers tell. This helps
you understand just how well your Contact Center is moving towards realizing
the true purpose of interaction.
“With an explosive rise in remote contact instances, one of the major
challenges organizations are facing today is providing consistent service
across multiple channels like voice, chat, e-mail, and text. Acqueon iQ’s
ability to help enterprises achieve FCR (First Contact Resolution) and
create routing rules driven by customers, and not independent channels,
enable enterprises to differentiate their customer service.” says Baskar
Subramanian, Chairman, Acqueon Technologies. “Acqueon iQ not only helps
customers interact but also build relationships.” he adds.
About Acqueon Technologies
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 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.
