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Built to fully integrate with the familiar Microsoft Office interface, Microsoft Lync is a unified communications platform that serves as an IP PBX system.

This flexible enterprise-ready platform gives users real-time presence information, audio/video/web conferencing, and enhanced instant messaging to help them connect with their contacts more efficiently and effectively.

By seamlessly integrating Acqueon’s AiQ, Microsoft Lync PBX is transformed to activate all of the operating power and productivity tools of a complete ACD contact center solution. AiQ enhances Microsoft Lync with inbound/outbound dialing, call recording abilities, and multi-channel capabilities such as voice, email, web chat, SMS, fax, and social media.

AiQ is built on the distinct and deliberate design philosophy of Context Awareness, Intuitive Interactions, and ProActive Reach. Driven by these design pillars, AiQ is able to incorporate the importance of background information, the logic of call routing, and the strategy of outbound contact in order to strengthen relationships and empower small and medium-sized enterprises to deliver intelligent, efficient, and effective interactions.

Context Awareness

Knowing the customer and how they prefer to interact with the organization

AiQ interfaces with corporate systems to bring customer information to agent fingertips so that each interaction can be intelligent, efficient, and concluded successfully with no unnecessary follow-up. Context awareness is also understanding what media the customer chooses to use - voice, email, or SMS and providing them support via that media.

Intuitive Interactions

Understanding why the customer is contacting the organization

AiQ intelligently routes customers to the right agent the first time to provide them service. Sometimes this means knowing why the customer is calling even before the agent says hello.

ProActive Reach

Intelligently providing service to the customer on a proactive rather than reactive basis

By allowing agents to contact their customers before their customers contact them, ProActive Reach not only prevents heavy influxes of inbound calls, but instills a customer-centric point of view in every interaction.

Business Benefits

Compatibility with Lync Server 2010

• Transform your PBX into a complete ACD contact center solution
• Enable real-time presence information and enhanced instant messaging

Adaptability to Communication Trends

• Connect with customers across a multitude of touch points as new modes emerge

Versatility and Adherence to Standards

• Integrate AiQ with most corporate systems and voice or data architectures

Price Comparison

• Lower total cost of ownership as compared similar platforms

Product Features

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