Call Recording Featured Article

Acqueon's AiQ Stands Alongside Microsoft Lync with Full Compatibility

October 01, 2012

By Steve Anderson, Contributing Call Recording World Writer

Late last week, Acqueon Technologies made the announcement that AiQ, its flagship product, joined the ranks of software that was fully compatible with Microsoft Lync. The combination of the two allows users to transform Microsoft Lync into a full ACD contact center solution powered by SIP.

The newly-minted compatibility of AiQ and Microsoft Lync also brings out at wide array of unexpected advantages as well. The new combination allows for several new features to be brought into play like call recordings systems, the ability to make contact across multiple channels—e-mail, social media and Web chat are just part of the list--as well as inbound and outbound dialing. This is in addition to Lync 2010's already robust unified communications capabilities like instant messaging and voice chat, and the complete package is especially geared toward small and medium-sized businesses looking for a more powerful communications solution.

Acqueon's Vice President of Product Management, David Sokoler, elaborated on what the combination of Microsoft Lync and AiQ could do for those businesses. “Microsoft is delivering on its promise of simplifying Enterprise Communications, and Acqueon is excited to extend that promise with AiQ. With AiQ and Microsoft Lync working together, we can simplify the extension of contact center functionality to businesses that may have previously considered this technology out of reach. They will now be able improve their customer service model by increasing access to subject matter experts and achieving greater first call resolution. We’re very excited to see what the future of the Acqueon-Lync collaboration holds.”

Perhaps the first thing that comes to mind when considering what the "future of the Acqueon-Lync collaboration holds" is the ability to provide improvements in customer service. Offering a variety of contact measures improves the likelihood that customers will do business with the businesses that offer those contact measures. Better still, there's the prospect of reduced costs as businesses can more effectively migrate to an SIP system. Reduced costs and improved profits at once is a very welcome sign, and pretty much the standard for business achievement.

The AiQ / Microsoft Lync combination may not be the magic bullet solution for all business ails, but it's certainly going to be a powerful solution for businesses looking to keep in better touch with their customers, and those looking to get that better touch for a solid value.

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Edited by Rachel Ramsey

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