Brochure of iAssist, the IVR-based suite of applications from Acqueon. It gives an overview of the offering involved - a Call Back Manager, a Call Survey Manager, Store Locator, Order Status Application and Call Steering.

1. Your Cisco Unified Customer Voice Portal
can do a lot more…

2. An IVR is a great way to help customers access your business better.
However, the technology is not without limitations. Common customer
interaction needs and scenarios reveal these limitations and show how
an easy-to-use 'entry point' can end up being a formidable barrier that
customers face in relating to your business.
iAssist is an IVR-in-box application which offers various customer interaction modules on a single platform. These modules
deliver functionalities that everyday customer interaction scenarios demand.
iAssist makes an IVR capable of calling customers back, executing timely customer surveys, automating order status
information, helping customers locate offices with ease and directing customers to different businesses of the same
enterprise.
Riding on the Cisco Unified Customer Voice Portal, iAssist enables enterprises to do more – interact and relate with their
customers by proactively providing various applications on one single IVR platform
iAssist's Global Features:
? administration and reporting for all applications
Common
?login with Active Directory Integration
Single
?
Role Management
?
Multi Tenant support
?
User Management
?
Multi Site support
? Group Management – DNIS Configuration
Business
? and Historical reports
Real time
? for TTS and Speech based applications
Support
?
It is simple, inexpensive, and easy to administer

3. ?
Call Progress Analysis (CPA) – detect outcomes like
busy, no answer among others and automatically
CallBack Manager (CBM) reschedule callbacks after a configured time and retries
? business outcomes from agents to close or
Accept
reschedule callbacks
Customer contacts a Business. He / she is put in queue as
?
Configure hours of operation, breaks and holidays
there are no available agents to attend. The customer gets
frustrated and hangs up after waiting for 20 minutes.
Imagine 10 customers being put in queue every day. The Reports
possibility of frustrated customers switching to your
competitor in this case is high. Now, what if you have an
option to ask customers upfront, if they want to be
contacted at a later time and day to resolve their queries?
And at a time convenient to them?
With iAssist's CallBack Manager (CBM) you can precisely
do this.
CBM is a Call Center queue management solution, which
offers callers waiting in queue, to leave a callback for the
system to call them back with an available agent.
It is also possible to set up Web call back requests with this ? console is available to view status of the
Real time
application. number of callbacks registered, pending, failed or
closed for every 30 minute interval in the day
?
Historical reports uses Crystal Report templates and
Features can exported to excel and PDF among other formats
?
Historical reports are available in both tabular and
graphical format
– Callback success / failure report
– Turnaround time report
– Callback detail report
– Request type report
– Call traffic report
– Customer detail report
? customer calling number (CLI/ANI & DNIS)
Capture CallSurvey Manager (CSM)
? different types of callback options for different
Offers
customer types Why customer satisfaction and loyalty matter?
?later time
Call at a The value of retaining customers is clear, and effectively
?later date and time
Call at a measuring their satisfaction is critical to keeping them as
? Call Immediately loyal customers.
? On average, 96% of customers who have had a bad
? mentioned free slots
Call during
? manager allows the call center to configure
Callback service experience don't report it, and 91% of those
low volume slots in a day and callbacks can only be unhappy customers don't come back
? Dissatisfied customers will also tell 10 other people -
registered for these slots to distribute the call traffic
? callback for customer calling number (CLI /
Register prospective customers - of their bad experience
? five times as much to attract a new customer
It costs
ANI) or a different number
? customer unique ID
Capture as it does to keep an existing one, and is 10 times more
? customer name
Record difficult
? increase in customer retention typically
A 10%
? customer message
Record
?
Duplicate filtering – filter previously registered increases profits by 30%, while a 5% increase can
callbacks based on CLI / ANI or customer unique ID increase profits by 25% to 125%
? The probability of selling to an existing customer is
? retain earlier callback or re-register new
Offer to
callback 60-70%; the probability of selling to a new prospect is
?callback requests by CLI / ANI
Reject 5-20%
? said that, it is also an established fact that the
Having
?
Call priority based on customer type
? agents before calling a customer and playback
Capture most popular mechanism of executing satisfaction
collected callback details surveys in a Contact Center is manual calling!

4. Two of the biggest drawbacks to manual calling are the
human element and cost. And according to Gartner Group,
accuracy of a customer satisfaction survey being conducted Store Locator
immediately after an interaction is greater by 40% when
compared to the survey done 24hrs later. Allows companies to activate features for their end
customers to locate the nearest business office based on
And technology being the one of the most important Zip code or city names
aspect of the civilized World, it is but imperative to employ
the best in business. iAssist's CallSurvey Manager is the
most capable IVR-based survey application available in the
market. Let us look at it in some detail.
Specific features
?
Configure different type of surveys for different types
of customers
?
Play welcome messages
?
Play promotional messages
? customer unique ID
Collect
? with CTI engine to collect agent ID for
Integrate Stores are searched using Longitudinal and Latitudinal
agent surveys calculations. The least distance between Zip code entered
? phrases of questions and answers
Record by the customer and Store Zip Code is calculated to locate
?
Configure survey questions with multiple answers the nearest store. Store details like address and timings can
? static or dynamic surveys
Design also be announced.
? customer messages for specific questions
Record
?
Bulk upload bank of questions and answers
Features
Types of questions Customer Segmentation based on DNIS
?
? different IVR flows based on DNIS
Execute
? stores by customer input of any of the below
Search
? postal code
ZIP /
Area code – For an area code, if they are multiple Zip
?
codes, the Zip codes are announced for the customer
to choose
? / city name
Location
Add manually or upload store details in bulk
?
Store details typically contains
?
? Store code
? postal code
ZIP /
? state details
City &
? Individual store daily work times of the week
? group configurations
Business
? Configure the minimum circular radius to search
? type question
Yes / no stores in
? question for configurable choices from 2 to 5
Choice ? Configure number of stores to play out
options to be collected Customer options
?
? input type question where minimum and
Number ? store details like address and work
Play out
maximum digit length can be configured timings
?
Date input type question where date format can be
defined

5. lContact Person
lContact numbers
Option to transfer to Store – connect customer to
l
store
Order Status Application (OSA)
lAdditionally play welcome messages
lAdditionally play service messages OSA allows companies to automate checking status of
lAdditionally play promotional messages orders placed by their customers. Order placement and
cancellation can also be built in.
Benefits
lMaximizes efficiency and improves Business
automation
lAutomates business location search options for
customers as well as for enterprises Call Steering
lAutomates capture of all store information required
by end customers
lAchieve customer service excellence An application which enables customers to be diverted to
specific business groups that they want to interact with.
Reports
lReal time console is available to view status of the
number of store locator calls that have completed or
not completed for every 30 minute interval for the day
lHistorical reports uses Crystal report templates and
can exported to Excel, PDF, and other file formats,
these two being the popular ones.
lHistorical Reports available are in both tabular and
graphical format
lCall traffic report
lStore request report – main report
lAnnounced store response report – sub report
lStore response reports.
About Acqueon
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.
Acqueon Technologies Inc.
100 Overlook Center
2nd Floor
Princeton NJ 08540
Tel: 609-945-3139
E-mail: sales@acqueon.com www.acqueon.com