V 3.9 - 08 Jul 2022

Service Cloud Voice for Partner Telephony with Amazon Connect

Acqueon Desktop has now been integrated with ‘Service Cloud Voice for Partner telephony with Amazon Connect’. With Service Cloud Voice (SCV), Salesforce brings together telephony, digital channels, and CRM data in one unified console so agents can deliver an efficient and proactive service. While SCV supports Inbound voice, Acqueon’ s integration with SCV empowers the agents by infusing Proactive Customer Engagement into SCV. This converts the users into true blended agents who can handle both Inbound, Outbound voice calls, Salesforce email and chats using the omni-channel softphone. Key highlights of the integration:

• Innovative workflow builder to define the screenpop rules and data to be passed to Salesforce

• Support for Predictive, Progressive, and Direct Preview calls

• Dedicated Preview widget to review the Direct Preview call and decide to accept, reject, or close the contact

• Push the outcome data into the Voice Call object, a native Salesforce object created for all calls

• Automatic tagging of WhoID and WhatID to link the Voice call and Salesforce record

• Outbound widgets inside the SCV lightning page

• Billing reports to track the named usage

Amazon Connect

Untethered Model using Amazon HVOC

Acqueon Desktop now supports untethered model using Amazon HVOC (High-volume outbound communications). You can use Acqueon Desktop softphone to interact with customer contacts – receive calls, transfer to other agents, put calls on hold, and perform other key tasks without a tethered connection. In the untethered model, Acqueon Desktop supports Predictive, Progressive and Direct Preview pacing modes.

Amazon Connect

Direct Preview Pacing Mode

Acqueon Desktop now supports Direct Preview pacing mode. In this mode, Workspace places the call directly to the customer from the agent’s soft phone using the Connect Streams API after the agent accepts the contact.

Amazon Connect

Pause and Resume Call Recording

Acqueon Desktop now supports Pause and Resume call recording in tethered and untethered outbound calls. When call recording is enabled in Amazon Connect, all calls are recorded by default. The agent can manually pause and resume call recordings. This functionality helps the contact center to remain legally compliant by preventing storage of sensitive and personal end-user data in call recordings. It gives additional flexibility and control over privacy and data security.

Amazon Connect

Outbound Widgets

Acqueon Desktop now has the Outbound widgets in a standalone format that comes with an all-new refreshing UX. In the previous versions, these widgets were placed inside the softphone.

• List of available widgets – Active campaign, Customer Profile, Disposition, Personal Callback, Call Guide, Customer Journey, Privacy Compliance, and Non-PEWC. (Multicampaign Disposition will be part of a future release).

• To begin with, the widgets will be available for Amazon Connect. Users using the standalone Acqueon Desktop layout and Service Cloud voice can start using the new widgets.

• You can configure the widget placement using the Workspace Configurator.

• Extending the widgets for other contact center platforms and Salesforce OpenCTI connector will be taken up in the future releases.

Amazon Connect

Workspace Configurator Enhancements

Enhancements to the Workspace Configurator - The Workspace Configurator is used to create the layouts for Acqueon Desktop. The Configurator has now been enhanced with additional features to do the following:

• Create multiple Workspace layouts in different forms to position the softphone and Outbound widgets - single page layout, multiple tabs layout, and with and without docked area.

• Accurately control the widget size with dedicated property settings.

• Define padding/spacing between widgets.

• Set your favourite colour for the layout background.

• Add multiple tabs to place standard/custom widgets across different tabs.

• Control the access to widgets by creating different layouts for each team/department.

Amazon Connect

Download Browser Logs

Agents can now download the browser logs by click of a button in the softphone to help assist in troubleshooting issues. The Acqueon Desktop logs stores both agent actions and the timing. The logs include the details related to Amazon events, Acqueon Campaigns events, Salesforce events and all interactions happening to-and-fro from Acqueon Desktop that can help troubleshoot issues. This works for both tethered and untethered architecture.

Amazon Connect

API Manual

The API document for customers/partners to integrate with Acqueon Desktop to build their own Workspace or widgets has undergone a complete refresh.

• The API specifications will no longer be part of multiple documents. The API Programmer’s manual will be a single standalone document which contains the APIs to integrate with Amazon, Cisco, AE, and Salesforce.

• Sequence diagrams have been added for all APIs.

• Sample flows for Inbound and all Outbound pacing modes to help developers build their own Workspace or widgets.

Amazon Connect