Acqueon Engagement Campaign Manager & Agent Desktop for Amazon Connect

My main use case for Acqueon Engagement for Amazon Connect is to set up a campaign promotional for a debit card for our customer, which is a Swiss bank.

The best feature I appreciate in Acqueon Engagement for Amazon Connect is the opportunity to have metrics about customer satisfaction, which is part of the campaign through a voting system from zero to five.

Acqueon Engagement for Amazon Connect positively impacts my organization by automating the campaign and the sending of emails and pop-up messages based on the status of the customers who have not obtained a debit card. I see a benefit for my team as it was not necessary to keep track or manually do work, which was automated by Acqueon Engagement for Amazon Connect.

I think Acqueon Engagement for Amazon Connect can be improved by making the user interface easier to read.

Initially, there is a lot of information on the screen, and it may be necessary to let users explore more detailed information instead of showing it to them instantaneously.

I have been using Acqueon Engagement for Amazon Connect for six months.

Acqueon Engagement for Amazon Connect is stable.

The scalability of Acqueon Engagement for Amazon Connect is quite good.

I purchased Acqueon Engagement for Amazon Connect through the AWS Marketplace.

I say that there were not many employees needed to start this campaign, and the time saved was at least 40 percent of a normal manual job.

Regarding Acqueon Engagement for Amazon Connect's AI capabilities, I think its governance is quite good, and the security has a two-factor authentication that makes it very good from this point of view. The reliability of Acqueon Engagement for Amazon Connect is excellent as it is based on AWS, so it is 99.9 percent. Regarding accuracy, it is very good as I have the opportunity to register each moment of the campaign and the customer reaction to the messages.

My experience with pricing, setup cost, and licensing is that the pricing was perhaps very high, but as I said, the customer is a Swiss bank, so there was a lot of money to spend.

I suggest using Acqueon Engagement for Amazon Connect if the number of customers is very high, at least 10,000.

I gave this review an overall rating of 7 out of 10.

Private Cloud

Amazon Web Services (AWS)

When we made the decision to shut down operations for our exchange, my main operational challenge was user migration and funds withdrawal. We had thousands of active traders holding assets on the platform that needed to be notified of the hard deadline for deposit, trading halt, and asset withdrawal. At that time, we deployed Acqueon Engagement for Amazon Connect specifically to handle this massive time-sensitive outbound communication campaign, instead of relying entirely on generic email that users most often ignore. We set up automated, multi-channel outreach, targeting SMS alerts and systematic emails directly to the segmented list of users who still had tokens remaining on the exchange.

Acqueon Engagement for Amazon Connect allows us to track who engaged with the notices and auto-route inbound support callbacks directly to our trained off-boarding agents. When users had trouble navigating their external wallets, it ensured that we met all compliance and legal disclosure standards throughout the entire wind-down process. This capability has been invaluable to us.

The best feature of Acqueon Engagement for Amazon Connect is that we can build specific emails and set up automatic emails which can target multiple users. We can automate when to send them and see if they opened or checked the emails. We can also set targeting SMS alerts and emails directly to the segmented users. It allows us to segment and send to target users through SMS, emails, or even calls.

The segmentation feature helped us significantly because we wanted to reach only those users who still held funds. It allowed us to segment and target only those users who still had funds on the platform and needed to withdraw them.

Acqueon Engagement for Amazon Connect impacted us positively because we completed off-boarding in a couple of months. If we had done this manually, it might have taken us many years.

There may be improvements around agent management. Recently, I heard that Acqueon significantly upgraded how it calculates agent availability in the UI. Previously, the system only looked at agents who were completely idle before dialing. The vast improvement is in the agent systems, which they have already made, so I don't think there is anything to add in that area.

The dashboard could improve because it was a bit rigid. Whenever my operational team needed to create a unique minute or hourly performance view during our critical time, we had to rely on complex custom data filters, which slowed down immediate decision-making.

I have been using Acqueon Engagement for Amazon Connect for more than a year.

Acqueon Engagement for Amazon Connect is very stable.

The scalability of Acqueon Engagement for Amazon Connect is very good. We started with a few users and were easily able to increase it to more than 100,000 users, so it is very easy to scale.

The customer support for Acqueon Engagement for Amazon Connect is very good. I would rate the customer support of Acqueon Engagement for Amazon Connect as nine out of ten.

We did not use a different solution before Acqueon Engagement for Amazon Connect. It was really easy for us to select this since we were already using AWS.

We have seen a return on investment. First, we would have needed so many customer support representatives to manually reply and edit that we might have needed more than ten. With Acqueon Engagement for Amazon Connect, it was only one percent of that staffing need. Secondly, we completed off-boarding within six months, whereas otherwise it might have easily taken us two to three years. It has really saved us a lot of money, which made it worth the investment.

My experience with pricing, setup cost, and licensing has been very positive.

We did not evaluate other options before choosing Acqueon Engagement for Amazon Connect. It was really easy for us to select this.

Start with small pilot campaigns to ensure that your data mapping and custom API sync work perfectly before scaling up to high-volume lists. Secondly, prioritize real-time agent blending UI layouts so your support team can seamlessly shift between handling inbound user queries and outbound notifications. There are AI predictive tools such as best time to call which dramatically increase contact rates and prevent agents from wasting time on dead numbers or voicemail boxes. I would rate this review nine out of ten.

Public Cloud

Amazon Web Services (AWS)

What do you like best about the product?

Very professional and easy to work with team

What do you dislike about the product?

No dislike about Acqueon product or team

What problems is the product solving and how is that benefiting you?

Outbound dialing with a dedicated set of agents for AutoNation

What do you like best about the product?

Acqueon team managed the implementation process till the Go-Live very perfectly.

What do you dislike about the product?

I have nothing to write as I have not seen negative feedback from the customer in the project.

What problems is the product solving and how is that benefiting you?

No Problem as the implementation was done professionally. So good.

What do you like best about the product?

The whole team is very supportive and always willing to go above and beyond to ensure the customer is happy and fully satisfied.

What do you dislike about the product?

Nothing even the different timezone was not an issue.

What problems is the product solving and how is that benefiting you?

Help running the Campgiens easily / effectively and save time - Integrated with Tawuniya internal systems

What do you like best about the product?

The team is generally very responsive, specifically Bill. He was quick to get back to us and communicate. I also feel their leadership team has a ton of integrity and I truly feel I can trust them to support us when we need them.

The team was very responsive during our cutover and accessible to troubleshoot.

What do you dislike about the product?

There were some challenges from a technical standpoint with getting the solution to work as expected as we had several tests not pass when we understood things were completed and ready but found they weren't. This caused delays in our go live dates as well as some issues where a version upgrade over a weekend unexpectedly broke some customizations that had previously worked. The team was quick to support that and even with issues during our go live.

What problems is the product solving and how is that benefiting you?

We used Acqueon LCM in Cisco UCCE for many years and now we are using the LCM Cloud solution for our migration into Cisco Webex CC.

What do you like best about the product?

the upsides of Acqueon is that it integrates well with Salesforce and AWS Connect.

What do you dislike about the product?

Acqueon platforms are fairly new in the industry and still not very reliable.

What problems is the product solving and how is that benefiting you?

Acqueon is solving for outbound dialer calls and it benefits CMG with the use of outbound calling compliance rules.

What do you like best about the product?

Acqueon has a team of highly skilled and experienced engineers who have been supporting the product for over a decade. This deep expertise ensures smooth and efficient implementation for their clients.

I’ve found some of their engineers to be exceptionally helpful, calm, and composed. They consistently go above and beyond to provide top-quality support, resolving even complex issues regardless of technical limitations and complexities.

What do you dislike about the product?

One major challenge we faced during our project was the lack of an onsite presence from Acqueon. This significantly impacted the pace of implementation, and at some stages, we (from client side) had to push really hard to bring the project back on track.

To avoid such issues in future engagements, it’s important for Acqueon to establish a local presence in the Middle East, especially in Saudi Arabia. Relying solely on VPN and remote support often leads to avoidable delays and limits effective collaboration during critical stages of implementation.

What problems is the product solving and how is that benefiting you?

Alrajhi Bank collections department is using LCM AutoDialer to call their customers and ensuring the bank maximum possible recovery on their delinquent and defaulted loans.

What do you like best about the product?

The implementation of the Dialer was relatively smooth. The Acqueon Project Engineer was proficiently skilled and was happy to lead myself through the creation process and explain how various configurable items related/affected each other. All challenges/issues once identified as an Acqueon issue, were attended too by the Project Engineer and/or Team. Overall, services provided by the Project Delivery Engineer was rated high.

What do you dislike about the product?

Timezone difference was not too great. Waiting for the Acqueon Team to come online in the afternoon etc.
Integration with Cisco WxCC. Had teething issues which was critical for the customer as it was prolonged. Acqueon relied on Cisco to investigate and provide evidence that the issues were on the Acqueon side. Acqueon Support Team, would not initially assist, as the project had not been officially signed off.. (due to these teething issues).

What problems is the product solving and how is that benefiting you?

The Dialer is in use by the customer to satisfy appointment confirmation calls. Number of campaigns run daily can be between 2-4. From the customer position, having calls auto dialed to customers saves the Agents valuable time.

What do you like best about the product?

The PM and Implementation Team has excellent performance

What do you dislike about the product?

Prove of concepts are some kind of hard to execute

What problems is the product solving and how is that benefiting you?

They are actually working on CentralAmerica Region for report execution