IVR

Thanks to an announcement today by hosted, on-demand call center applications provider, Angel.com, call center agents can be more informed about their callers before they even speak to them.

 

The company has expanded its SupportbyFone call center integration application with Salesforce CTI (News - Alert), a screen pop utility that gives call center agents complete caller information.

 

"Placing complete customer data in front of the right agent at the right time is essential to customer satisfaction," said Michael Zirngibl (News - Alert), president and CEO of Angel.com. "With Salesforce CTI enhancement, our SupportbyFone solution is even more robust by allowing more intelligent call routing and quicker problem resolution."

 

Salesforce CTI enables an agent to view a caller's information before the call is routed to the agent. The IVR collects a lead, contact, case, or any other object, and then shows the information to the agent prior to routing the call to that agent.

 

Upon the end of a call, a record is automatically created and logged into Salesforce.com (News - Alert).

 

Salesforce CTI is the newest part of SupportbyFone, a salesforce.com integration solution that automates phone support functions, such as creating or updating a ticket, getting the status of a ticket, or recording general service alerts to be played to callers.

 

Besides offering the instant caller data through Salesforce CTI, SupportbyFone also provides these key features:

 

-- One-click Outbound Calling - Agents can initiate calls directly from salesforce.com using a fully-automated, fully-hosted solution. Call results, details and new case information are automatically logged in salesforce.com, increasing accuracy and enhancing productivity.

 

-- Automatic Call Detail Logging - Inbound and outbound call details are automatically logged into salesforce.com through SupportbyFone. Remote agents and managers have real-time access to a complete reporting Dashboard to assess caller action requests, call termination types, case details, call load, agent load and more.

 

--  On-Demand Deployment and Access - With Angel.com's Web-based SiteBuilder toolkit, users can set-up, deploy and edit a SupportbyFone solution quickly and easily.

 

"SupportbyFone with Salesforce CTI offers a new level of automation, efficiency and accuracy for even the most sophisticated service and support operations," said Zirngibl. "By empowering customers with self-service tools for basic requests, and empowering call agents with real-time access to accurate customer data, the entire customer experience is improved."

Angel.com is leading the way with its on-demand call center and Interactive Voice Response (IVR) solutions, which enable organizations of all sizes to deploy robust telephony applications. More than 1,600 customers use Angel.com's proprietary Voice Site technology to power customer service and marketing phone numbers using intelligent speech recognition that can automate most phone-based interactions.

 

With an innovative Internet-based solution that requires no hardware, software, or human resources, Angel.com balances the need for high quality communications with affordable pay-as-you-go pricing.