The American Society of Composers, Authors and Publishers (ASCAP) has selected Angel.com, a provider of on-demand call center and Interactive Voice Response (IVR
) solutions and a division of MicroStrategy (News - Alert) Incorporated, to simplify the prospecting and licensing efforts for the benefit of music creators.
As a dominant U.S. performing rights organization with more than 8.4 million copyrighted musical works, and home to some of the biggest names in American music, ASCAP ensures that music creators are paid promptly when their works are performed publicly.
Vincent Candilora, senior vice president of licensing at the organization, noted that ASCAP needed a solution that would allow field agents to log and update calls and customer records in Salesforce.com (News - Alert) when on the road or when Internet access was unavailable.
With Angel.com, ASCAP agents can access a custom application that integrates with Salesforce.com to facilitate the easy management of sales calls, while also updating customer records any time with just a simple phone call. With this increased efficiency and flexibility, agents are more free to focus on conducting customer visits and the data collection process is enhanced.
“The new Angel.com IVR with integration to Salesforce.com provides our field staff with a fantastic productivity tool to streamline their work day,” Candilora said in a Tuesday statement. “For the first time, we have the ability to record messages and summarize sales calls without the need to access and log on to a computer.”
Through the file recording featured offered with the Angel.com IVR solution, more thorough and detailed documentation of ASCAP communications with prospects and customers are facilitated. Field representatives are able to record detailed messages as sound files to be collected, retrieved, and recorded in the Angel.com solution.
“Organizations are continually seeking new ways to enhance and streamline existing processes,” said Michael Zirngibl, President and CEO of Angel.com, in Tuesday’s statement. “The integration of Angel.com with Salesforce.com enables organizations of all kinds to increase the productivity and flexibility of the sales process by leveraging the benefits of speech.”
Sales agents especially will benefit from the flexibility and efficiency that the Angel.com solution provides as these individuals want to focus their time on generating sales and revenues for the company, not doing the “paperwork” necessary to track activity.
Customers also stand to gain value from this implementation as their records can be more accurately kept and more quickly accessed to speed the time necessary to spend resolving an issue. Such a focus will help to improve customer service deliverables and enhance the customer’s perception of the workings of the organization.
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Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
Internet Protocol (IP) | X |
IP stands for Internet Protocol, a data-networking protocol developed throughout the 1980s. It is the established standard protocol for transmitting and receiving data
in packets over the Internet. I...more |
Interactive Voice Response (IVR) | X |
A hardware- or software-based computer system that enables incoming callers to interact with voice prompts or verbal commands....more |