Interactive voice response, or “IVR,” Angel.com has a longstanding relationship with AstraZeneca, one of the largest pharmaceutical companies in the world, and has previously helped the company reduce costs per lead by using the IVR inbound and outbound campaigns, which put customers first in the communication forefront.
“This has resulted in a reduction of AstraZeneca’s cost per lead, a more cohesive customer experience, more satisfied customers and greater satisfied customers and greater efficiency of their agent engagement,” AstraZeneca officials said.
IVR is a method used by many industries that allows an automated system to respond to an individual’s voice and keypad instructions.
And now, Angel.com has announced that it has secured another agreement with the pharmaceutical company, to provide a number of leading brands from the company with its new Caller First voice solutions.
“It’s exciting for Angel.com to be named one of AstraZeneca’s preferred vendors and to support them in their ongoing commitment to improving their customer experience as the landscape of healthcare continues to change,” said Dave Rennyson, president of Angel.com.
The Caller First solution will help AstraZeneca automate its patient education program enrollment and savings card activation processes, which will ultimately reduce the need for a live agent, thus solidifying IVR as an effective communication platform.
While used heavily in the telecom industry, and mainly, for call centers, for years, other markets, including retail, medical and many others have jumped on the IVR bandwagon and implementing this system as an effective and time efficient communication tool for connecting with customers.
When AstraZeneca wanted to improve the overall customer experience, the company turned to Angel.com. To help AstraZeneca with its “One Voice” program, designed to give customers an improved and consistent customer experience and lower overall company operating expenses, Angel.com recommended its Caller First Inbound IVR solutions.
For IVR provider, Angel.com, a company that has – over time – deployed many inbound and outbound IVR systems for many of its customers, in the call center industry and expanding to many other industry sectors, to offer comprehensive systems that work for both the provider and its customers.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.Edited by Kelly McGuire