V 3.21.2410 - 30 Oct 2024

Integration with   Webex Contact Center

Acqueon Workspace now integrates with Webex Contact Center, enhancing agent communications through two integration types:

1. Acqueon Workspace for Webex Contact Center

In this integration, Acqueon Workspace is the main interface, with both its widgets and the Webex CC desktop in a unified layout. This setup allows agents to access both Workspace and Webex CC telephony features from a single, screen.

2. Workspace Widgets in Webex Contact Center

With this integration, Acqueon Workspace widgets are embedded directly within the Webex CC Agent Desktop, delivering a cohesive and integrated agent experience.

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Webex CC

Skip Trace Widget

The Skip Trace Widget is a powerful tool designed to enhance agent efficiency in locating individuals with outdated contact information, commonly applied in debt collection, fraud prevention, and similar critical areas. This feature brings enhanced capabilities for managing contact attempts, ensuring compliance, and maintaining comprehensive outcome tracking.

Key Agent Capabilities

• Contact Retrieval and Manual Call Initiation: Empowers agents to retrieve multiple or individual contacts and manually start calls, with flexibility based on backend configurations.

• Add & Save New Numbers: Enables agents to add and save newly discovered contact numbers directly.

• Compliance Verification: Enforces compliance checks on all numbers, both existing and new to ensure regulatory adherence

• Outcome Tracking: Logs and tracks outcomes for each contact attempt to support follow-ups and resolution strategies.

Use Cases

The widget’s flexible design makes it adaptable for various purposes across industries, allowing agents to handle a wide range of customer outreach scenarios—from tracing lost contacts to managing complex compliance requirements.

• Skip Trace Agents: Call all associated numbers for a contact or add numbers from external sources.

• Cyclic Dialing: Presents contacts one at a time, allowing agents to cycle through associated numbers while tracking outcomes.

• Human Choice Dialing: Agents manually select from multiple contacts, ensuring compliance by dialing only agent-approved numbers, suitable for non-consented records.

• Human Initiated Dialing: Supports agent-initiated calls on single active numbers, adhering to compliance for non-consent records.

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Amazon Connect, Cisco, Five9, and Webex CC

Unified outcome widget for Five9

The new Unified Outcome Widget in Five9 allows agents to seamlessly set and synchronize call outcomes for all call types, including Inbound, Manual Outbound, Dialer Outbound, and Skip Trace calls. The enhancement simplifies disposition processes between Five9 and Acqueon Campaigns, making it easier

for agents to handle outcomes. This streamlined outcome setting promotes efficient call handling for agents and outcome tracking for all call scenarios, including skip trace, ensuring accurate record-keeping across platforms.

Five9

Embracing Inclusive Language

As a step towards inclusivity, a few of the Acqueon Workspace user interface terminologies and the related documentation have been updated. The term "slave" has been replaced with "secondary," and "whitelist" has been changed to "allowlist." These changes demonstrate Acqueon’ s commitment to creating an inclusive environment for all users.

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Amazon Connect, Cisco, Five9, and Webex CC

Customizable Layout Header

With the customizable Layout Header feature, administrators can now customize and enhance the visual appeal of the workspace layout header. The Layout Header Settings tab allows them to personalize the header's appearance, ensuring it aligns with organizational branding. Admins can configure the header title, upload primary and secondary logos, and customize colors and fonts. This feature provides agents with a cohesive and tailored experience across the platform.

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Amazon Connect, Cisco, Five9, and Webex CC

API Migration to AWS API Gateway

With the migration to AWS API Gateway, Workspace APIs now utilize a single, centralized URL as the base for all API calls across multiple customers, enhancing accessibility and security. This centralized approach acts as the primary access point for server interactions, simplifying the integration process for developers and ensuring efficient communication across services. By managing token validation, it guarantees authorized access while supporting

Single Sign-On (SSO) and additional security protocols to protect data. This streamlined, secure interface promotes user trust and compliance, simplifies operations, and enables quick adaptation to market changes, effectively supporting business growth and scalability.

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Amazon Connect, Cisco, Five9, and Webex CC

Multitenancy for App Server

The Multi-Tenancy for App Server feature enables SSO users to access applications within a single EC2 box, allowing multiple tenants and sub-tenants to optimize resource use in Acqueon Workspace. By consolidating resources into one setup, this feature reduces infrastructure needs and drives cost savings. Maintenance is streamlined, with a single patch applied across all tenants to

minimize downtime and simplify management, ensuring efficient server use and sustained performance across multiple users.

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Amazon Connect, Cisco, Five9, and Webex CC

Redis Multitenancy –

Migration scripts for Existing customers

In addition to enhancing scalability with Redis multitenancy for new customers, we now have migration scripts to move existing customers. These scripts facilitate a smooth transition to the Redis multi-tenancy model, allowing existing users to optimize resource utilization and streamline maintenance just like new customers. This upgrade ensures that all existing customers benefit from the simplicity and cost-effectiveness of a single Redis instance serving multiple tenants or sub-tenants.

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Amazon Connect, Cisco, Five9, and Webex CC

.NET Migration from 6.0 to 8.0

Upgraded from .NET 6.0 to .NET 8.0.8 to ensure continued support, enhanced performance, and improved system stability as .NET 6.0 reaches end-of-support from Microsoft in November 2024. This migration provides a more resilient framework, enhancing security and compatibility across all platforms

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Amazon Connect, Cisco, Five9, and Webex CC

Preview Widget Enhancements

The Preview widget now includes toaster error messages related to outbound calls, which previously appeared only in the softphone.

This enhancement is beneficial for agents using the Preview Campaign widget for calls, ensuring they view important error notifications directly within the widget enhancing visibility

and accessibility.

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Amazon Connect

Call Guide Widget for MCD Records

When an agent handling a call selects a Multi-Campaign Disposition (MCD) record, the Call Guide widget now automatically displays relevant data. This enables agents to access essential widget information, improving the customer interaction experience.

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Amazon Connect, Cisco, Five9, and Webex CC