Acqueon Technologies has announced the release of AiQ 4.0, the latest version of Acqueon iQ. AiQ 4.0 offers new social media and mobile application features to improve the customer experience and an improved SIP engine to give contact centers greater agility and the ability to support innovative telephony and web mashups.

AiQ now enables companies to offer numerous next generation communication channels in their contact centers including: social media, texting, and chat along with the traditional channels of voice and email. A universal work assignment engine as opposed to the traditional skill-based routing used in legacy contact centers enables enterprises to service and route their customer interactions to the right resources based the context of their current and past interaction history. The CloneMe technology introduced in this version not only reduces the time callers need to wait to talk to an agent but also enables them to continue an interaction with the same agent even if the interaction was interrupted unexpectedly. 

Supervisor desktop applications join data reporting in a growing list of applications accessible via a range of mobile devices for supervisors outside of the traditional call center.

AiQ 4.0 is the first version based on Voxeo's Prism Technology.  Voxeo's Unified Communications Server engine is completely SIP standards-based and supports interoperability across all SIP compliant contact center products. Contact Centers who utilize AiQ 4.0 will be able to create and deploy new technologies and applications faster, giving them a critical edge in the race to offer a superior customer experience.

Source: The Sacramento Bee