Customer Profile - Powered by Acqueon Data Cloud

The Customer Profile widget provides a consolidated view of customer demographics, account insights, and key identifiers; enabling agents to personalize interactions, improve engagement, make data-driven decisions in real time, and reduce lookup time.

Let’s consider the scenario of an outbound collections call. The agent might need to quickly assess the customer’s financial standing before proceeding with the conversation. The Customer Profile widget displays the customer’s credit rating, current loan status, repayment history, and other major indicators, all in one view. With this information readily available, the agent can tailor the conversation based on the customer’s situation, determine eligibility for payment plans, and avoid unnecessary back-and-forth.

The data is fetched from the Acqueon Data Cloud application and structured through admin-defined configurations. Acqueon Data Cloud is a powerful application that contains data, providing a 360-degree view of customer-related data sourced from various CRMs and other applications. To learn more about Acqueon Data Cloud, refer here

Important

For the Customer Profile widget to work, integration of Acqueon Workspace with Acqueon Data Cloud is mandatory. Once integrated, the data shown depends entirely on what data the organization ingests into Acqueon Data Cloud and how the contact center administrator configures the widget.

The widget loads as soon as a customer call is connected to an agent. In case of a Preview call, the widget loads the data as soon as the contact details are presented to the agent for preview.

The demographic data, besides the customer’s name, also displays data grouped into logical categories (as defined by the admin). These groups, for example, could be Credit Score, Existing Loans, and more.

Explore Profile Information

The data is presented in a two-column format. The main column on the left side displays the customer’s personal details. The column on the right side displays additional profile data, organized into groups.

Personal Details

The Profile section (the left side) displays the customer's key information, which includes the First Name and the Last Name. Generally, these are the first two fields displayed. The following information, for example, is generally part of Personal Details.

• First Name

• Last Name

• Address

• Date of Birth

• Marital Status

Other Grouped Data

The customer whose profile is displayed would have more personal data associated with the profile. Such data is populated in the right panel. This data is presented in groups, illustrated with data from the above business scenario:

• Credit Rating

  • Current Rating

  • Current Rating Date

  • Previous Rating

  • Reason for Change

• Existing Loans

  • Loan Type1

  • Loan Date

  • Interest Rate

  • Current Outstanding

  • Loan Type2

  • Loan Date

  • Interest Rate

  • Current Outstanding

Only the headers are displayed - expand the sections to see the relevant data.

Switch Profile

When there are multiple profiles for a given telephone number, it is possible that a wrong profile is displayed. The Switch Profile functionality helps select the right profile for a customer when there are multiple matching profiles for a telephone number. You can switch profiles even if you have selected a wrong profile and choose to re-select another profile.

Follow these steps:

1. Click the Switch Profile button.

   Note

   This button is available only if there are multiple profiles for a telephone number.

2. All profiles matching the telephone number are displayed in a popover.

3. Hover the mouse over each profile to see a snapshot of customer details.

4. Select the required profile to switch to.  

The application pops up a tool tip with the following message: This number is linked to multiple customer profiles. Switch to view another.

The Profile widget now displays the new profile data.