It is Angel’s strong emphasis on proactive problem solving and positive customer experience, that led the provider of enterprise focused, customer experience solutions to receive the 2010 INTERNET TELEPHONY Product of the Year Award for outstanding innovation. TMC (News - Alert), a global, integrated media company donned Angel with the award for its innovation in the creation of its product, Angel Caller First Analytics.
The current economic downturn and drive to reduce customer churn, requires organizations to out-think and out-execute the competition. Angel Caller First Analytics, a business intelligence (BI) analytics tool and an invaluable component of an enterprise's customer interaction strategy, allows organizations to examine the performance of its IVR applications end-to-end. Angel Caller First Analytics arms you with business-centric analysis of call data, helping to proactively solve problems and promote a positive experience.
Angel Caller First Analytics is among a long list of IVR products that help in proactive problem solving and positive customer experience. For this very reason, Metaverse Mod Squad, a provider of professional services to online communities and game services, selected Angel 4 Customer Experience Platform, to enhance its customer support offering and inbound telephone support capabilities.
The Angel 4 Customer Experience Platform, therefore, will be providing end users with an automated IVR system, routing their inquiries and resolving their problems efficiently and effectively. The Angel 4 Customer Experience Platform incorporates multi-channel/multi-modal forms of customer engagement and communications, including SMS, chat, voice biometrics and mobile management, to dramatically improve levels of enterprise customer self-service and satisfaction. As a cloud-based on-demand platform, it is extremely easy to use and universally accessible from anywhere. With embedded business intelligence, Angel 4 measures, reports, and easily enables fine tuning in real time to optimize customer interactions.
"As a proven market leader, Angel was the best choice as we looked to supplement our e-mail, Webchat, social media, and callback support offerings with a telephone customer interaction solution," said Mike Pinkerton, COO of Metaverse Mod Squad, in a statement. "With Angel, we provide a customer-friendly call experience, increase our customer satisfaction, and ensure that issues are resolved quickly. The relationship with Angel is not only providing our current clients with the option of an adding a telephone support option, but is enabling us to add additional clients to the mix."
Angel seeks to present a “caller first” philosophy, the idea being that if you offer the caller a pleasing experience, they will actually opt in to the system, actually use it, which will result in a better customer experience for them and a lower-cost transaction for the company. It appears that is a philosophy Metaverse Mod Squad has chosen for itself as well.
Jaclyn Allard is a TMCnet Web Editor. She most recently worked on the production team at Juran Institute, a quality consulting firm producing its own training and marketing materials. Previously, she interned at Curbstone Press, a nonprofit publishing press in Willimantic, CT, and fulfilled the role of Editor-in-Chief for the literature and arts journal published by the University of Connecticut. To read more of her articles, please visit her columnist page.Edited by Jaclyn Allard