What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using Acqueon Engagement for Amazon Connect for more than a year.
What do I think about the stability of the solution?
Acqueon Engagement for Amazon Connect is very stable.
What do I think about the scalability of the solution?
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.
How are customer service and support?
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.
Which solution did I use previously and why did I switch?
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.
What was our ROI?
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.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing has been very positive.
Which other solutions did I evaluate?
We did not evaluate other options before choosing Acqueon Engagement for Amazon Connect. It was really easy for us to select this.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
