Acqueon Workspace integrates with Salesforce to provide prebuilt connectors for Amazon Connect and Cisco contact centers. The integration provides Contact Center agents the right information, in the right place, at the right time so they can focus on helping their customers, even before the point of first contact.
Integration of contact center with Salesforce OpenCTI and Service Cloud Voice.
Omnichannel Communication - Engage conversations with customers using voice, email, text-SMS, and messaging channels.
Data Privacy and Compliance - Enable compliance with TCPA, CCPA, CFPB, FDCPA, GDPR and Ofcom rules.
Built-in Acqueon Dialer with List and Campaign Management.
Multiple pacing modes and agentless dialing.
Programmable event-driven screen-pop.
Detailed activity capture with object(s) creation.
Synchronized wrap-ups and Dispositions.
Advanced business widgets.
Innovative workflow builder.
Also Call Center. This is a generic term for a location, office, or a cloud-based organization that places and receives calls for various purposes like customer service, customer support, sales, collection, telemarketing, etc. These centers have CTI equipment that route the calls to personnel, generally designated as agents.
Also known as Telephone Consumer Protection Act. The law restricts telemarketing certain phone calls, text messages, and facsimiles. It also places restrictions on the use of automatic dialing systems and artificial or prerecorded voice messages.The TCPA restricts the use of automatic dialing systems, artificial or prerecorded voice messages, SMS and fax use, and telephone solicitations. It also regulates how collections agencies can contact consumers by phone.
Also known as California Consumer Protection Act. The California Consumer Protection Act provides the residents of with the right to protect their personal data, know what data rests with the organization, request deletion of personal data, etc.
Also known as Fair Debt Collection Practices Act. The Act's Regulation F is a law that all debt collectors have to adhere to. The overall aim of Regulation F is to outline prohibitions on harassment or abuse, false or misleading representations, and unfair practices.
Also known as General Data Protection Regulation. The General Data Protection Regulation (GDPR) is a European Union (EU) law that protects the privacy of EU citizens and their personal data.The GDPR applies to all EU member states and the European Economic Area (EEA). It also applies to any site that attracts European visitors, even if they don't market goods or services to EU residents.
This is the term used to define the business process of managing a campaign. From getting contact lists, segregating them by various parameters (segmentation) to increase successful connects, manage contact reschedule based on various agent dispositions, arrange callbacks to customers, etc. all form part of campaign management. This term applies to both voice and non-voice campaigns.
Also known as Outcomes. This is the result of a call, usually a configured code, that agents select after a call has ended. These dispositions are used by the contact center software to decide the contact lifecycle - to close or reschedule the contact, to mark it as Do Not Call, etc.
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