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Angel.com, a provider of on-demand call center and Interactive Voice Response (IVR ) solutions, has announced it is managing phone-based customer support for Parature, an on-demand customer support company and supplier of help desk software.
With the Virtual Call Center Solution from Angel.com, Parature will be able to enhance telephone-based customer support, including emergency services, 24 hours a day, 7 days a week to businesses, educational institutions and government agencies.
Parature is positioned as an innovator of online customer support software and as a result, the company recognizes the importance of providing world-class service to customers. It was the existing in-house support line that director of support Ben Martin, noted did not offer the functionality and flexibility he needed.
Using the fully-hosted Angel.com Virtual Call Center solution, Martin was able to build and deploy a complete call center within weeks and can easily make changes and implement them at any time. Martin has also enjoyed the benefits from access to real-time monitoring and reporting, full call recording and seamless integration with other Parature applications as part of the feature-rich solution.
"The Angel.com Virtual Call Center solution provides the ease of deployment and use we need to better serve our customers and manage our support center," said Martin, in a statement. "The web-based interface makes it easy to make changes on-the-fly and better manage the overall customer experience."
"The fact that Parature -- a worldwide leader in customer support software -- chose Angel.com to automate and manage its own phone-based customer support speaks volumes of the confidence our clients have in our technology and solutions," said Angel.com CEO Michael Zirngibl, in Wednesday’s statement.
"Our high quality and easy- to-use applications ease solution deployment and management, enabling our clients to focus on one thing: their customers."
Angel.com’s innovative Internet-based approach requires no investment by Parature in hardware, software or human resources, ensuring that the company can achieve the necessary balance it needs for high quality communications, while enjoying pay-as-you-go pricing.
This implementation is a strong move for Parature in its quest to ensure the optimal experience for its customers. The company was able to identify where its systems were lacking and what elements could be improved to offer a better overall solution. The company now has access to the functionality it needs, in addition to the scalability and flexibility necessary for growth.
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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 |
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