Angel's IVR Gains Location Services Intelligence
November 01, 2011
Next time you order a pizza for delivery and the restaurant's automated service knows your address without having to ask, don’t be too frightened – it just might be using Angel’s all-new location services intelligence in its IVR system.
The leading provider of enterprise-focused, cloud-based customer experience management solutions, Angel has now integrated location services capabilities into its cloud-based Customer Experience Platform and IVR technology. Now, organizations of all types can promise a more enhanced and speedy customer experience through the use of location-smart technology across landline and mobile phones in order to gain visibility into a caller’s location
Thanks to device agnostic functionality, location services intelligence within Angel’s IVR technology will help organizations more efficiently direct inbound calls based on location to the right resource within a business, thus reducing call time and guaranteeing the customer receives more targeted services. Better yet, operators will be able to determine a caller’s location down to the address, closest intersection or nearby landmark --meaning your pepperoni pizza will be at your door before you know it!
"A customer's experience should be a company's ultimate priority; however, too many organizations are content with taking a passive approach to their customer care," said Don Keane (News - Alert), vice president of marketing at Angel, in a statement. "By integrating location services with our IVR technology, organizations can build a proactive customer care strategy that incorporates real-time information, such as a caller's location and whether the call is from a cell phone, all while reducing costs and optimizing resources. This technology can quickly ease everything from ordering a pizza, to tracking the statuses of field employees, to marketing to consumers when close to a retail location."
In addition to the ability to determine a caller’s location for both inbound and outbound calls, businesses will also be able to engage in two-way SMS messaging with the customer. Even more, mobile customers are granted the opportunity to opt-in to the location intelligence service since this solution deploys without having to install an independent mobile application.
"Using real-time location intelligence, businesses can provide the best possible customer experience," said Keane. "When it comes to customer care, companies have a small fraction of time to obtain all the necessary information to provide exceptional service. With location-smart technology, businesses can gain immediate location insight, enhance customer communications and strengthen customer loyalty."
For more information on Angel’s Customer Experience platform and IVR solutions, visit the company website or stay tuned to the IVR channel, exclusively on TMCnet.
Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.
Edited by Chris DiMarco