Acqueon Workspace

Acqueon Workspace brings together agent desktops with Computer-Telephony Integration (CTI), offering seamless access to CRM and EHR applications and a robust suite of outbound capabilities. It empowers associates to optimize every customer Interaction.

Design the Agent Experience

Acqueon Workspace unifies the agent experience across the desktop of your choice:

• Inside CRM: Integrate directly into popular CRM platforms.

• Inside Contact Center: Enhance your contact center's capabilities.

• Build Your Own: Create custom desktop experiences with Acqueon APIs.

Key components include:

• Acqueon Connectors: Enable inbound and outbound telephony for CRM desktops.

• Acqueon Widgets: Add outbound capabilities and rich customer context to contact center desktops.

• Acqueon APIs: Build fully customized desktops tailored to your needs.

Rich Feature Set

Acqueon Workspace offers a comprehensive range of features and widgets to enhance agent productivity:

• Telephony Controls: Access inbound and outbound telephony through a softphone or toolbar.

• Work State Management: Allow agents to manage their work state with ease.

• Assistance Widgets: Provide call guides, customer profiles, and customer journey visualizations.

• Outbound Widgets: Offer advanced Campaign disposition and streamlined workflows.

Multi-CRM, Contact Centers, and Applications

Acqueon Workspace supports diverse platforms and applications, including:

• Contact Center Integrations:

  • Amazon Connect and Cisco CCE/CCX for Inside CRM (Example: Salesforce) and Build Your Own models.

  • Amazon Connect, Cisco CCE/CCX, Five9, and NICE CXOne for EHR integrations.

• EHR Applications: Seamless connectivity to systems like Epic.

• Custom Applications: Integrate with custom solutions using REST APIs.

A Powerful Pub-Sub Framework

Acqueon Workspace leverages a robust publisher-subscriber (pub-sub) framework to ensure consistent performance:

• Standardized telephony functions across communication platforms.

• Seamless cloud transitions for contact center infrastructure without disrupting agent desktops.