Contact Center Solutions Featured Article

Acqueon Technologies and Protocol Systems Win International Restaurant Contact Center

June 20, 2014

It might sound a bit out of context that an international restaurant chain would be seeking a contact center solution to better manage its business and provide superior customer experiences.  After all, when dining out one would hope that I would not need to interact with a contact center agent, with the possible exception of making or canceling a reservation.

However, because of the proliferation of personal devices, multi-channel engagement with customers has become a key to creating and sustaining customer satisfaction and loyalty, which is why a large international restaurant chain with over 1,500 locations went looking for a state-of-the-art customer interactions solutions that could accommodate all of the ways customers wish to engage with them for both inbound and outbound interactions. 

The market for upgrading its customer interactions capabilities was APAC (Asia Pacific), and the restaurant chain turned to Dallas, TX-based customer collaboration solutions provider Acqueon Technologies Inc., and its partner in the APAC region Protocol Systems for help.

As Acqueon describes the win, the restaurant was seeking a solution that would allow orders to be placed and received, and customer complaints to be registered and managed – all entirely through a hotline. They also required an multi-channel solution so customers could interact according to their preferred channel and outbound campaigns could hit all of the touch points, and after careful evaluation the restaurant chose Acqueon’s AiQ.

The AiQ solution offers comprehensive multi-channel capabilities so the restaurant could allow customer complaints to be heard and responded to quickly via automated interactions like email. In addition, the restaurant still needed traditional inbound call center functionality. Again, Acqueon says they fit the bill given the company’s proven IVR and skills-based routing capabilities. They also said that as part of the evaluation process the customer was also pleased with AiQ’s easy to use agent desktop, detailed call recording and historical reporting functionalities.

“Working with Acqueon, we were able to provide a comprehensive solution which gave this restaurant the capabilities it needed to improve their customer communication strategies,” said K. Manikandan, Product Manager at Protocol Systems. “It’s critical to partner with a company that can provide both superior products and extensive experience. We look forward to future work with Acqueon and more successful implementations.”

In a world where customer engagement and their satisfaction can be as much about the pre and post-sale experience as it is about literally the real-time consumption of a product or service, and where bad news can go viral in seconds, it is not surprising that major restaurant chains are looking to next generation contact center solutions to really hear the voice of the customer and be responsive to their needs in a world filled with easily accessible options. 




Edited by Maurice Nagle

Article comments powered by Disqus

Related Contact Center Solutions Articles

Looksery Enables Face to Face Communication Capabilities for Call Centers

Now call centers can handle calls face to face (though avatars) with their customers. Looksery, a company that provides face tracking and modification technologies for real-time video messaging, has made its unique technology available for call centers. This software takes the call center communication to the next step by providing the much needed personal visual interfaces to the entire call process. [ Read More ]
08/01/2014

China Mobile Jiangsu Selects Nuance Communications

China Mobile Jiangsu Branch has selected Nuance's speech and Natural Language Understanding (NLU) technology as to enhance the experience of callers who need service support from the company. [ Read More ]
08/01/2014

Israel HFC Call Center Fields Citizen Concerns Amidst Rocket Fire

The Home Front Command call center is a bastion of safety and information for Israeli residents in this current time of fighting with groups such as Hamas and the rocket fire pummeling the country. [ Read More ]
08/01/2014

Acqueon U-Nexis Now Integrates with UCCX 10.5

Acqueon Technologies is a developer of software solutions for the customer collaboration industry. The company recently announced the availability of its U-Nexis, an outbound solution for the new Cisco Unified Contact Center Express 10.5 platform. [ Read More ]
07/31/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!