Angel Hosts Webinar to Share IVR Best Practices that Put Callers First

Customers, who have used an IVR, understand the typical frustrations like listening to never ending menu options, having to repeat information, with no option to speak to an actual human being. However, a well-developed, intuitive, user-friendly IVR system is an exception and can create an easy, frustration-free customer experience. Read More »

IVR: Prioritizing Customer Contacts by Media Channel and Lifetime Customer Value

How many ways can customers engage with you via your center? While the telephone, of course, is still the favorite method, there are so many others like your website via Interactive Voice Response (IVR), e-mail and chat, social media, telephone self-service, SMS and possibly video chat. It's great for customers, who expect to be given the same high quality of customer service regardless of which channel they choose. It is also nice for a company to be able to offer so many options, but a multichannel contact center platform can help you gain and keep customers is an enormous challenge. Read More »

IVR Systems Industry Report Gives a Global Outlook on IVR

Reportlinker.com has announced the addition of new report on global voice recognition systems industry. The report, Global Voice/Speech Recognition Systems Industry, gives a global outlook on voice/speech recognition systems. It provides a collection of market briefs, concise summaries and statistical anecdotes of research findings. Read More »

How Social Media Impacts IVR and Customer Service

Social media has revolutionized the way customers interact with businesses by opening up a door to a form of two-way communication. It has created a new outlet for customer's to voice opinions and start a conversation with businesses using IVR and other new capabilities. Social media channels have given the customer a platform to create a change in favor of the consumers. Read More »

IVR Provider Enjoys Industry Recognition

It's one thing for your customer service initiative to appeal to the demands of your customer base; it's quite another when a third party recognizing the value you offer in quality customer care. In the case of IVR (Interactive Voice Response) provider Angel, three organizations within the industry recognized the company for its quality approach. Read More »

Angel Integrates IVR into LexisNexis Identity Proofing and Voice Biometrics Solutions

Angel, a provider of cloud-based Customer Engagement Management (CEM) solutions, has integrated its interactive voice technology (IVR) with LexisNexis Risk Solutions to create LexisNexis IVR on Demand for Identity Proofing and Voice Biometrics. The integration with IVR will allow LexisNexis customers to create and deploy identity proofing and voice biometrics via the cloud and provide risk-based user verification. Read More »

IVR Opens the Door for CEM Solutions

It's a new year and vendors across the country, even the globe, are looking at repositioning their focus from the traditional CRM (customer relationship management) solution to that of an "experience" on the customer level. In doing so, companies may take advantage of more IVR (interactive voice response) solutions to interact more with customers. Read More »

Mapua Students Design Enhanced Safety Features for IVR Wheelchair

Physically disabled people who have lost control of their hands can greatly benefit from an IVR wheelchair created by five graduating computer engineering students from the Mapua Institute of Technology. The voice-activated wheelchair, with its innovative safety measure features, now joins the list of innovative designs from Mapua. Read More »

IVR Siri Gets By with a Little Help from Her Friends

Every celebrity's career follows a similar arc. One hit song or one hit movie makes you famous. Then, your popularity wanes as you are passed over for the next big talent. Either you slide into oblivion, or you plan your comeback. Read More »

IVR: The Benefits of Customer Relationship Management Software

Customer relationship management software such as IVR has evolved over the years, especially in terms of easier remote access with smartphones, tablets and laptops, and cloud computing. Read More »

Advancements in IVR Rely on Speech Recognition Technology

Natural language speech recognition technology implemented in Interactive Voice Response (IVR) platforms is improving, which allows call centers to communicate through this additional and effective channel. The technology in IVR systems is an innovative development for natural language processing and intelligent dialogue management. Read More »

Cloud-Based IVR Provides More Options, Benefits for Businesses

Increasingly, businesses and other organizations are selecting cloud-based services - rather than traditional alternatives - to get simpler, more economical and efficient solutions. This has made a positive impact on Interactive Voice Response (IVR) systems. Read More »

IVR Software from Heaven

One of the major trends in business optimization is the analysis of IVR technologies, or Interactive Voice Response systems. Read More »

Scam Detection Software Uses Voice Analysis to Deter Phone Phishing

Don't you wish that you had the ability to listen to someone's voice over the telephone and know whether or not they were trying to deceive you? Don't you wish that you'd had that software when your scheming ex-girlfriend called or that friend asked you to borrow money? Read More »

IVR - An Alternative to Paper?

Paper - where would society be without it? We use it for communications, document creation and collaboration, ensuring it plays an important role in business operations. Companies today, however, are realizing that if they distance themselves from business processes that involve paper, they can increase efficiencies. Read More »

Voxeo's Location-Based Intelligence and Voice Self-Service Make for a Safer Mobile Experience

Through its interactive voice response (IVR) platform, Voxeo has successfully implemented a means of tracking a caller's location for voice, text and mobile web interactions. The caller's exact location is determined by Voxeo's location based services (LBS), making things like finding a specific store, requesting roadside assistance, or obtaining traffic information considerably more easy and safe - no need to enter data manually or download any apps. Read More »

IVR Offers Solutions for Driving Root Cause Analysis in Customer Issues

Companies able to determine why customers are unhappy are better able to address the issue and prevent problems in the future. In identifying the root cause of customer unhappiness, the company may also uncover a hidden problem that needs to be fixed to drive improvement in all customer interactions; but that is the tricky part. Read More »

Radish's New ChoiceView Combines Visual and Audio Information in IVRs

Radish Systems, a provider of Communications-as-a-Service (CaaS) platform, announced it has enhanced the ChoiceView Agent platform with new features to enable contact center agents and representatives to send visual content, such as photos, diagrams, documents or video snippets to their Interactive Voice Response systems (IVRs) quickly while using ChoiceView App. Read More »

Collaborating Vendors Drives Success When it Comes to Call Center Solutions

Communicating with customers is the mantra of customer care. But with the evolution of call center solutions to encompass numerous channels, the customer can get lost in the mix as several providers have their hands in the pot. Read More »

IVR Adds Value to Patient Care

Interactive voice response technology (IVR) gets the bulk of its publicity through its use in call centers, the IVR technology paired with telemonitoring technology is now helping heart patients. Read More »

Apple, Nuance Pave the Way for Broad IVR Adoption

Have you ever taken a few minutes to think about all the different ways your voice can control a device? We've seen it on sci-fi movies for years as voice recognition and dictation have often been viewed as next-generation advancements in technology. I even caught a "Wonder Woman" re-run where computers only used voice recognition to communicate with users - a peek inside IA of the 21st century? Read More »

Worldwide Speech Technology Market To Cross $31.3 Billion By 2017 Says Global Industry Analysts Inc.

Global Industry Analysts, Inc. (GIA), a research firm that carries out off-the-shelf market research, has released a new report that finds that, by the year 2017, the overall global market for speech technology will reach around $31.3 Billion. The company publishes over 1300 full-scale research reports every year, analyzing more than 40,000 market and technology trends and keeping an eye upon over 126,000 companies. It serves more than 9500 clients across 27 countries worldwide. Read More »

IVR: IAT Achieves 26 years of Dialing Technology Success

IAT, a company that offers a variety of SmartDial technology solutions right from predictive dialers and IVR messaging to smart automatic dialers and broadcast messaging designed specifically for the collections industry has been serving the technology needs since the 1980s. It has been maintaining strong customer relationships throughout the U.S., Canada and South Africa. The company recently celebrated its 26th anniversary. Read More »

Connected Car Technologies to Turn IVR Industry on its Ear?

While it's nice to have access to information and communications in the car, in most cases, it's just not safe. In many cases, it's just not legal, especially in states and municipalities that have banned use of hand-held devices in the car. Read More »

When to Let IVR Callers Barge In

Your mother told you it's not polite to barge in. However, as you learned, sometimes it's useful and necessary. Like when you're listening to an IVR menu list 17 options and you know you want one of the first two, and the list is on No. 4 and you want it to start over. When it comes to voice systems, "barge in" is "the ability to interrupt a system prompt with voice or DTMF input," according to a collateral from IVR experts Angel. It's particularly useful for changing system settings for the Voice User Interface designer. Read More »

An Effective IVR Provides Quality Customer Service

Companies today implement IVR (Interactive Voice Response) technology to take care of their customers. In today's self-sufficient world, many businesses are simply putting together a process that enables the customer to answer their own questions over the phone with an on-demand option. From online banking, to self-service gas to self-checkout lines, IVR is another self-service option that has the capabilities of giving customers all the tools they need to figure out the platform for themselves. However, when a customer calls a business for answers, there should be a plan in place to help them, especially if the current IVR system isn't doing its job. Read More »

Voice Biometrics: Easy to Deploy, Easy ROI and Improved Customer Satisfaction

Yes, it is possible to use voice biometrics to improve customer service "and close more business," according to a recent white paper from Angel, which sells Interactive Voice Response (IVR) and related call center products. Read More »

Angel Announces Banner Year of over 35 Percent Growth in 2011

Angel, a provider of better ways to engage with customers, improve customer satisfaction and reduce operating costs, has announced it had very strong growth in 2011, attributable partly to its growing presence in the healthcare and financial markets, according to a company press release. Read More »

IVR Company Angel Welcomes Cloud Veteran to Team

As a pioneer of the cloud, Angel needs all the support it can get to maintain its momentum in the IVR and call center solutions space, and a significant part of this support has to do with its team. Read More »

Consider Investing in Current IVR System to Handle Customer Service Obligations

According to this Angel blog, most large call centers that experience extremely large call volumes could enjoy great advantage by shifting gears and investing in IVR. By taking some time to analyze the IVR metrics, make the right corrections within the platform and repeat the process, customer satisfaction will improve. This efficient approach to IVR can also deliver additional cost savings, particularly when it comes to applications dealing in large volumes. Read More »

IVR: Intelliverse Unveils Hosted Solutions for Contact Centers

Cloud-based communications provider for enterprises Intelliverse has announced its hosted solution for contact centers. The company's platform integrates interactive voice response (IVR), automated call distribution (ACD) and IP Telephony applications into one solution. Company officials said that this eliminates the need for multiple vendors. Read More »

Best Practices for Designing Today's IVR Systems

Did you know that hardware died in 2011? If not, it's time to meet its immortal ghost: the cloud. Read More »

IVR Information Part of Digital DataVoice's New Website

Digital DataVoice (DDV) has launched a website, ddvc.com, saying that it's devoted to contact center technology solutions. Aimed at call/contact centers professionals, information technology specialists and business unit leaders of large enterprises, the site contains compelling information pertaining to interactive voice response (IVR), computer telephony integration (CTI) and DDV's professional managed services. Read More »

Building an IVR for a Better Customer Experience

In today's competitive business world, companies often pay marketers the big bucks to revamp their website into an engaging, interactive and visually appealing Web experience and to catch the attention of prospects with alluring product placement. Read More »

Coming to A Contact Center Near You: 'Smart' IVR Technology

While 2012 is likely to see a lot of new trends in customer service, several of the most important - personalized customer service, mobile customer service and smarter speech technology - may ultimately merge to change the interactive voice response (IVR) marketplace forever. Read More »

IVR Leader Angel: There's Plenty More Siris in the Sea

Over the holidays, many of us spent time with friends gossiping about our back-in-the-day memories and past high school peers that we happened to bump into at the hometown bar. But, there was one woman in particular that seemed to be the talk of the town: Siri. As we enter 2012 with Siri on our minds, Angel, the leader in IVR services and cloud-based customer experience solutions, wants to remind all of us that Siri may be the popular chick in her class, but she wasn't the first voice assistant to reign the market after all. In fact, since August 2010, Google has had a voice assistant application of its own running on the Android platform called "Voice Actions." Read More »

Premier Healthcare Alliance to Gain Access to Authentidate's Solutions, Including IVR

National performance improvement organization Premier Healthcare Alliance recently inked a new group purchasing agreement with Authentidate, through which Premier's other members get to use Authentidate's Remote Patient Monitoring Solutions. As per the agreement, Authentidate will offer its Electronic House Call (EHC) Kiosk, and Interactive Voice Response (IVR) solutions to hospitals, clinics and other healthcare organizations who are members of Premier. Read More »

IVR Pioneer Angel Wraps up Milestone 2011

Fostering much of this unprecedented growth were the vendors that made significant strides in developing IVR technology to meet today's highly-interactive society. One of those companies was Angel, a leader in cloud-based customer experience and IVR products. Read More »

VoicePort Introduces Cloud-Based IVR Hosting Service for Newspapers

Nowadays, the growth of newspapers depends on its paid subscriptions service. More subscriptions lead to more circulation, thus resulting in more earnings and advertising revenue for the newspaper. To make the subscription and circulation of newspapers more customer friendly, VoicePort, LLC, a provider of advanced speech recognition systems and customer-service applications for the newspaper and pharmaceutical industries, has introduced its new cloud-based interactive voice recognition (IVR) service. Read More »

Can Apple's Siri Change the Way IVR Serves the Customer?

Interactive Voice Response (IVR) has long been a key tool for self-service and to allow the free flow of common information between a company and its customers. With the arrival of the Apple Siri, IVR took on a whole new persona, changing the way we interact with technology and bringing artificial intelligence closer to the masses. Read More »

IVR Technology Group Unveils After-Hours Answering System, MDCall Lite

IVR Technology Group (ITG), a provider of intelligent voice response services and solutions, has announced the launch of MDCall Lite, a streamed line version of its after-hours automated answering system. Company officials said that the new product was developed to serve smaller doctor practices that required less features and options. Read More »

The Biometrics Aspect of IVRs

At the Voice Leadership Forum in Wellington, New Zealand earlier this month, delegates heard that "voice recognition of keywords" and "the use of voice as a biometric for identification" are becoming central to interactive voice response (IVR) systems. The forum offered first-hand reports of user experience of service from New Zealand's Inland Revenue (IRD) and Ministry of Social Development (MSD) as well as BNZ and Westpac banks. Read More »

The Benefits of IVR in Retail

IVR can be of great assistance in retail operations, as it can provide high-quality service across every point-of-contact with the customer while managing costs. The idea of well-done IVR is to extend the in-store customer service experience to the telephone. A fully-hosted IVR and call center applications give companies a platform for retailers to optimize the customer experience as well as manage costs, increase productivity, and even generate new revenue. Read More »

Seven Ways to Improve Your Company's Social Media Presence (And Why You Should)

Dave Toliver, director of Corporate Marketing at Angel, a vendor of cloud-based customer experience and IVR products, notes "bad news and good news about the way consumers interact with brands on social media." The bad news you can probably guess -- it sure doesn't take long for word to get around. And since people are far more likely to complain than to note that a company met expectations, what burns around a dissatisfied customer's social networks is detrimental to your brand. Read More »

'Keep an Eye on Angel,' Says Exec as IVR Leader Wins Multiple Awards

The halo is looking extra bright for Angel, as the IVR leader has been awarded with three stellar awards for its cutting-edge customer experience management solutions. Read More »

Global IVR Systems Market Estimated to Reach $2.78 Billion by 2017: GIA

A recent report from Global Industry Analysts (GIA) predicts that the global Interactive Voice Response (IVR) Systems market will reach $2.78 billion by 2017. This growth, according to GIA, will be primarily driven by growing prominence of outbound IVR, increasing opportunities in the SMB segment, innovative pricing strategies, technological advancements and development of open standards. IVR growth in developing markets, especially Asia-Pacific, will also push this growth. Read More »

Creating Outbound IVR Campaigns That People Won't Hate

Okay, let's all be honest here. Cops hate getting speeding tickets, hunters probably wouldn't enjoy having the deer rifle in Bambi's hands, and IVR pros really don't like getting telemarketing calls during dinner any more than anybody else does. Read More »

Intelliverse's New Delivery Platform for Hosted Communications Services Includes IVR

A cloud-based hosted communications provider for enterprises, Intelliverse recently made an announcement for its ION (Intelliverse Open Network) service delivery platform. ION now supports every one of Intelliverse's services, which include IVR, automated call distribution (ACD) and VoIP, thanks to its service-oriented architecture. Read More »

Angel's IVR Gains Location Services Intelligence

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. Read More »

Dialogic, Ovum Webinar Explores IVR's Place in the Smartphone Era

Over the last few weeks since the revolutionary iPhone 4S made its debut, the upgraded smartphone's voice control application Siri has taken center stage, playing a pivotal role in the development of self-service solutions such as IVR. Read More »

Angel's On-Demand IVR: Because Your IVR Conveys Your Brand

Angel officials are featuring their on-demand IVR offering, and it's a solid product worthy of consideration by anyone in the market for one. Intelligent self-service is a good way to retain customers. "When your customers connect to your company through IVR, that IVR system is conveying your brand," Angel officials say, adding that it can also lower costs through automation. Its powerful back-end technology, wrapped in Caller First design, means simple, intelligent, satisfying communication for the caller. Read More »

Siri Amuses iPhone 4S Crowd, But Disappoints Some

Long before voice biometrics, IVR and other voice applications infiltrated our technological ecosystem, perhaps the only telltale sign of what was to come was found in Disney's "Snow White and the Seven Dwarves," in which the queen presents to her magical mirror, "Mirror, mirror on the wall, whose the fairest of them all?" Read More »

ITEXPO Video: Australia-Based Inference Solutions Moves into US Market

ITEXPO West was full of new innovations and solutions poised to heat up the telecom space. Inference Solutions was on hand and John Camp, solutions specialist for the company, sat down with TMCnet about the company and its move into the U.S. voice and IVR market. Camp described Inference Solutions as a "specialist speech recognition and voice automation application development company." The Australian-founded company launched into the U.S. market in the last year. Read More »

Five (More) Principles for Effective IVR Menu Design

TMC recently reviewed five tips for effective IVR menu design, and now we'd like to go over five more. There's really no getting away from menus as the best way to get information from those who use your IVR system. That's the conclusion of IVR company Angel, and if there's anyone whose word you can take when it comes to IVR, it's theirs. They've been in the business a long time. Read More »

Angel Platform Integrates TechnoCom's Caller Location Technology for Optimized Caller Experience

What do you get when an IVR company and a location services provider join together? Apparently the ultimate caller experience, as seen by one recent partnership. Read More »

New Opportunities Exist for Newspapers Using IVR

Newspapers. Remember them? Useful for wrapping around wine bottles so they don't clink on the way home from the store? Starting fires? Swatting flies? Turns out they're still around in paper form -- who knew? IVR company Angel recently posted on its blog some ideas about how newspaper organizations can "actually generate revenue" using IVR systems. Read More »

Angel's Voice Services Validated with Level 1 PCI Compliance

A company offering leading enterprise-focused, cloud-based customer experience management solutions, Angel is renowned throughout a large scope of markets for its IVR technology. But now, the company has a new certification to add to its resume that is sure to boost its value. Read More »

Angel Webinar: 'Five Signs Your IVR is an Epic Fail'

Have you ever put yourself in your callers' shoes to find out what it's really like to interact with your organization's IVR? If not, your IVR is probably more than due for a check-up. Luckily, customer experience management solutions company Angel has planned a webinar that will equip organizations with a sure-fire checklist of signs that may be causing your IVR system to be an epic failure, and maybe even driving your callers to throw their phones at the wall. Read More »

Keep Your IVR Menu Simple

It's simple: There's really no getting away from menus as the best way to get information from those who use your IVR system. That's the conclusion of IVR company Angel, and if there's anyone whose word you can take when it comes to IVR, it's theirs. They've been in the business a long time Read More »

Angel Webinar Explores Potential in Contact Center Salesforce Integration

Have you properly leveraged your investment by integrating it with your contact center to get more bang for your buck? If not, it may be time to take a closer look at a recent webinar, hosted by IVR company Angel and designed to explore the power of the Salesforce.com platform, which has become a dominant force in the cloud computing space. The webinar, "Make the Most of Your Investment in Salesforce.com," explores how you can effectively connect your IVR (Interactive Voice Response) through the Salesforce.com AppExchange. Originally broadcasted on Thursday, Aug. 25, this archived webinar explores how Salesforce.com has become a true force in business technology through the power of partners in the AppExchange. Read More »

IVR Leader Angel Brings Voice Updates to Salesforce Chatter Service

Thanks to an ongoing and lucrative partnership, Salesforce.com users have long been reaping the benefits of a suite of applications from IVR expert Angel. Read More »

Crisis Management System with IVR Capability a 'Step Forward' in First Response

ESi Acquisition and the Vox Generation Group have launched the first new software product of their joint venture company, Boards Talk. VoxGen creates interactive applications, primarily for phone contact, that are easy to use, adapt, integrate and deploy, while ESi is a global provider of crisis information management technology. Read More »

IVR Applies to All Types of Business

Here's the twofer you were looking for: You want to save on customer service costs and you want to improve customer service. Don't be under the mistaken impression that it's an either-or choice, and that your choices are to either skimp on customer service to save money, or go large on customer service and take the hit on the bottom line. Done correctly, IVR gives you both. Read More »

Angel Brings Contact Center Solution to Salesforce.com AppExchange

At this week's Salesforce.com Dreamforce conference, one of the most talked about cloud computing events of the year, IVR expert Angel revealed Angel Contact Center on the AppExchange business apps marketplace, making this cloud-based call center technology immediately available to Salesforce.com users. Read More »

Is Your IVR Too Much Like Angry Birds?

Have you ever encountered an Interactive Voice Response (IVR) platform that left you so frustrated that you wanted to simply slam down the phone and switch your loyalty to another company? Of course, this type of response was easier before we relied on smartphones as our primary voice communication tool, and perhaps that lack of ability to "slam" the phone is leaving you angry, unable to satisfy your pent-up frustration. The concept of the ridiculous IVR was the topic of choice in this Angel blog, with the writer taking a quirky approach to frustrated customers - perhaps they are turning into "Angry Birds." Read More »

Pronexus Partners with RealityCorp for IVR Testing Solution

Pronexus has entered into a partnership with RealityCorp that is expected to help VBVoice developers, testers, and quality assurance analysts to easily automate the functional testing of their IVR systems using ClinTest Voice. VBVoice is a rapid application development (RAD) toolkit that enables the creation of powerful, speech-enabled solutions including voice self-service, unified communications and IVR systems. Read More »

Webinar: Angel's IVR, Salesforce.com a Perfect Pair for a Better Caller Experience

With Angel's direct IVR integration into Salesforce.com, many can attest that doing so can increase agent productivity and quickly capture information for a better customer experience. And, Salesforce.com has become a true lynchpin in business technology, thanks to its ability to achieve hyper-critical mass of first-rate partners that make up the company's AppExchange Marketplace. Read More »

IVR: Contact Centers Sign on the Dotted Line with Voice Biometrics

Contact centers that find the most benefit from voice biometrics are those where signatures are required to complete transactions-think healthcare, financial services, insurance, pharmaceuticals and government. With voice biometrics, specifically voice signature solutions, all of these entities can eliminate back-and-forth processes, such as e-mailing, faxing and mailing, that until voice signature solutions came along were necessary to close signature-requiring transactions. Read More »

Angel Webinar: Make the Most of Your Salesforce.com Investment

On Thursday, August 25, at noon ET, Angel's own partner director, Jason Hochman, will review how Angel's cloud-based IVR and contact center technologies seamlessly connect with Salesforce.com's platform to increase agent productivity and enhance the caller experience. Read More »

Angel IVR Improves the Customer Experience

When a customer calls in to a call center because their service isn't working, very seldom are they in a good mood. Whether they're dealing with a confusing automated system or an out-of-touch agent, customers can become more and more frustrated with their entire experience. An improved IVR is the best solution. As captured in this recent Angel blog, Angel recently implemented a productive solution with a high-level form of IVR. This product has the capability to alternate call patterns so that customer calls can be routing in the most proficient process. Read More »

Angel Spreads the Word: 'Hardware is Dead and the Cloud is Here'

The leading provider of enterprise-focused, cloud-based customer experience management solutions Angel arrived at SpeechTEK 2011 in New York City this week ready to deliver a very important message. In Monday's keynote presentation, the IVR company issued a call to action for enterprises around the globe to move to the cloud or take a chance at falling behind, because "hardware is dead." Read More »

Angel Launches VoiceForTwitter, VoiceForFacebook to Allow Audio Updates via Phone

Facebook status updates and Twitter tweets have become a way of life for most. Whether it's a personal posting on what you had for breakfast or commentary on a Blockbuster hit, most of us can't live without this outlet for personal opinions and rants. Now, thanks to Angel, a leading provider of IVR and enterprise-focused, cloud-based Customer Experience Management solutions, Facebook (News - Alert) and Twitter users will be able to post audio updates - hands-free - to both social networks via a phone. Read More »

How to Connect with IVR Leader Angel at SpeechTek 2011

SpeechTek 2011 will make yet another bold arrival into New York City next week, and some of the biggest names in the voice solutions industry are set to make an appearance Read More »

IVR Expert Angel Honored as Market Leader by Speech Technology Magazine

A leading provider of enterprise-focused, cloud-based customer experience management solutions, Angel has been named a 2011 Market Leader by Speech Technology magazine for its leadership in IVR and contact center offerings. Read More »

VoicePort Partners With Unwired Nation to Extend IVR Services to Mobile Apps

To offer cost-effective, automated, personalized, and intelligent interactive communications to doctors, patients, caretakers, and hospital staff, VoicePort and Unwired Nation, a Austin-based company, have decided to work together to take VoicePort's customer service solutions to smartphones and tablets. Read More »

IVR: Will Voice Signatures Replace Written Ones?

According to a good white paper on the topic from IVR experts Angel, entitled "Speak On the Dotted Line," voice signature tools "can help enterprises that require traditional registration and confirmation processes such as offline, paper forms with wet ink signatures to drastically streamline the process and improve conversions." Read More »

Connecting Front, Back Offices to the Cloud is Focus of Angel Roundtable

The leaders in IVR, Angel will be hosting an informative roundtable discussion focusing on the benefits of connecting front- and back-offices in the cloud and best practices for making the most of a Salesforce.com investment. Read More »

CommerceTel Patent Looks to IVR Monitoring to Address Network Security

CommerceTel, an award-winning provider of proprietary mobile marketing technologies and solutions, has advanced its intellectual property plan. The company said it has filed two patent applications for inventions addressing mission-critical issues facing the mobile technology industry: network reliability and security. CommerceTel notes that one of its solutions provides for better real-time monitoring of SMS, MMS, and IVR networks to enhance network reliability. Read More »

IVR: Angel Powers Hotline Used During Obama's Twitter Town Hall Meeting

Angel, provider of enterprise cloud-based customer experience solutions, including its Caller First-focused IVR and call center solutions, has introduced the VoiceforTwitter Presidential Hotline. During last week's Twitter Town Hall meeting with President Barack Obama, IVR expert Angel powered the VoiceforTwitter Presidential Hotline used to connect voters with the President. Read More »

RealityCorp Intros ClinTest Voice for Automated Testing, Validation of IVR Systems

RealityCorp has released its functional testing product, ClinTest Voice v3.9, for the automated testing and validation of IVR systems. An automated telephony system, IVR systems interact with callers, gathers information and routes calls to the appropriate recipient. It accepts a combination of voice telephone input and touch-tone keypad selection. Moreover, it provides appropriate responses via voice, fax, callback, e-mail and more. Read More »

Voice Sites: Using IVR on the SaaS Model

As Angel.com says, the potential of speech apps coupled with recognizable market imperfections has created a market for Voice Sites. They use existing technology infrastructure, and allow the creation, deployment, and management of speech apps that make these applications useful and profitable for automating business processes as the Web. Read More »

Switching to IVR Saves Palo Alto Networks Time, Customer Satisfaction, Bottom Line Profits

David Toliver, the director of Corporate Marketing for Angel, recently wrote a blog post noting that Palo Alto Networks' senior director of Global Customer Support gave a webinar on how they achieved next-gen customer support by "rolling out a new, cloud-based IVR and call center and integrated it with their CRM system." Read More »

Business Intelligence Integrated into your IVR Drives Customer Satisfaction

Customer expectations today are higher than ever before, yet budgets are also much tighter than they have been in the past. Companies are seeking every opportunity to improve the customer experience, while also ensuring customer satisfaction. Within this mix of higher expectations, competitive intensities and productivity demands, a company's voice application, or IVR, has been firmly established as an important asset in determining a competitive advantage. Read More »

Kevin Shelly Joins Angel as Vice President of Sales

Angel, a provider of enterprise focused, cloud-based Customer Experience solutions, including IVR and Contact Center offerings, announced Kevin Shelly has joined as its new Vice President of Sales. Read More »

Call Center Week Coverage

Neon lights, convertibles, Elvis impersonators…pertinent call center solutions? Ok so customer service may not be the first thing you think of when you think Las Vegas (especially if you've ever tried to check into a hotel after midnight) but this year's 12th annual Call Center Week aims to change that. The show will bring together some of the biggest names in the call center space fostering discussions about the new directions of customer service and best practices within the space. Read More »

STI Partners wth TelASK Technologies to Deliver IVR-Based Patient Outreach

STI has finalized a strategic alliance with Ottawa, Canada-based TelASK Technologies, a provider of patient support systems based on multimodal communication strategies including IVR technology, which calls thousands of people in North America every day. Simon Roberts, director of marketing and business development at STI, said that this alliance will help the company to deliver the best patient engagement and adherence programs in the country. Read More »

IVR: Angel's SupportByFone Streamlines Caller Experience

In order for organizations to extend the use of an application to a telephone, IVR expert Angel offers its SupportbyFone with CTI. Part of the Angel SalesforcebyFone solutions suite, SupportByFone integrates with the Salesforce.com CTI Screen Pop to streamline the many crucial functions found in the caller experience. Read More »

Five Reasons to Use IVR to Improve Your CRM

A recent white paper entitled "Five Ways to Put Your CRM Data to Work for You and Your Customers" provides the basics in sharing and using information from CRM systems to improve customer service. Since a whole lot of a business' customer contact comes via the phone, integrating an IVR with CRM is crucial. Read More »

IVR: Nuance Unveils Complete Care Multi-Channel Solutions

Nuance Communications, a provider of speech and customer interaction solutions for businesses and consumers, has launched an integrated inbound/outbound, multi-channel solution for the customer care call center. The Nuance Complete Care increases the value of every customer interaction by integrating inbound interactive voice response (IVR) interactions with multi-channel proactive communications, engaging customers with smarter automated conversations that solve more customer problems with fewer calls, company officials said. Read More »

Enterprise Integration Group Patented Technology Improves Speech Recognition IVR Systems

Enterprise Integration Group (EIG) has been quietly solving difficult user interface design problems, while other companies have been focused on patenting speech recognition technology. The company's latest patent, "Method and System for Interjecting Comments to Improve Information Presentation in Spoken User Interfaces," includes ShadowPrompt, or a mechanism for prompting speech and touch-tone in IVR. Read More »

Angel Hosts Webinar on Caller First Fraud IVR

In the unfortunate circumstance that an individual's account experiences fraudulent activity, most financial institutions administer basic processes in response. However, these generic steps - which may involve putting a hold on the account or placing an outbound call to alert the account holder - are becoming rather antiquated as these technologies don't communicate intelligently with customers. Read More »

IVR: Angel to Unveil Multimodal iPhone App

A leading IVR expert, Angel will debut its revolutionary multimodal app for the iPhone at SpeechTEK 2011 Europe. A part of the company's Angel 4 Customer Experience Platform, this app is designed to enhance customer experiences during multimodal transactions in visual, voice and text. Read More »

The Many Benefits of Cloud-Based IVRs

Over the past few years, enterprises, as well as their IT departments, have discovered the many benefits offered by the cloud. By running applications on a providers' computing platform out in the network cloud, companies can offer their customers more cost-effective, intelligent and responsive services. Incredible amounts of available bandwidth, as well as the simple distribution of telecommunications through VoIP, and vast amounts of storage have given way to many companies moving entire applications to the hosted cloud space. With the cloud, the concept of servers has faded into the background as companies move to run applications on massively interconnected networks. Read More »

IVR: NCR Unveils Interactive Teller ATM

NCR Corporation, an ATM manufacturer and service provider, has launched APTRA Interactive Teller solution, to allow consumers to video conference with live, remote bank tellers directly from the ATM. The Interactive Teller ATMs help financial institutions to extend branch hours by providing teller support from a self-service device. Read More »

IVR: Angel Exec to Discuss Moving Call Centers to the Cloud in Webinar

Are your customers demanding more intelligent, responsive service? Is your budget and resource availability tightening? If not, might they be next year or so? Either way, now might be a good time to think about how you would migrate your call center operations to a cloud-based model. That's the subject of an upcoming Webinar being offered Tuesday, May 17, at 11 a.m. ET. The free webinar will use case study lessons to address the benefits of transitioning from an on-premise IVR platform to a SaaS model, showing how a more agile, flexible and cost-effective system can help improve your customer experience, customer satisfaction and general all-around call center productivity. Read More »

Angel's IVR System Main Ingredient to Restaurant Franchise Così's Hiring Process

Did you know IVR and bread can mix? Well, maybe not recipe-wise, but for one restaurant franchise, Angel's IVR-based solution brought more to the table than a satisfying meal. Read More »

IVR Provider Angel's Customer Experience Platform Tapped as CODiE Award Finalist

A tip of the hat to IVR services provider Angel, also a seller of cloud-based customer experience products, whose Angel 4 Customer Experience Platform has been selected as a finalist for the CODiE Awards. Read More »

IVR: Guile 3D Studio Unveils Denise, the Virtual Assistant

Guile 3D Studio, a Brazilian developer of technologies involving artificial intelligence and real time graphics, has introduced Denise, the Virtual Assistant, which is powered by speech recognition and IVR capabilities. This system combines computer graphics, artificial intelligence, voice recognition, synthesis in 46 languages as well as biometric systems and other technologies to perform the role of virtual secretary and act as a human interface for a variety of applications. Read More »

IVR Looking to be Team Player in Mobile Market

According to a recent report released by Global Industry Analysts, Inc., the global speech technology market is projected to read $20.9 billion by 2015. This growth of speech-enabled systems in contact center environments has been fueled in large part by the use of IVR technologies, which convert unstructured customer communications and conversations into actionable occurrences. Read More »

Dairy.com Streamlines Operations with IVR Technology for Raw Milk Manifests

Dairy.com has released its milk manifest handling technology. Known as Mobile Manifest, this technology gives users real-time data acquisition and validation tools through a mobile Web interface or Interactive Voice Response (IVR) technology. Read More »