Companies with top-performing voice applications (i.e., IVR or voice portal) typically have more satisfied customers, lower costs, and higher revenue per customer. These results are only achievable through rigorous tracking and analysis of key metrics within the IVR application. Business Intelligence (BI) analytics and reporting has become an invaluable strategy, which leading edge companies are using to examine voice interactions holistically; this includes the experience prior to reaching an agent and the experience of callers who self-serve. Analytics are key in gaining visibility into the caller experience, and in turn, predict both customer loyalty and total cost per call.

The current economic downturn and drive to reduce customer churn, requires organizations to out-think and out-execute the competition. Angel Caller First Analytics, a business intelligence (BI) analytics tool and an invaluable component of an enterprise's customer interaction strategy, allows organizations to examine the performance of its IVR applications end-to-end. Angel Caller First Analytics arms you with business-centric analysis of call data so you can make iterative changes in real-time which will enhance the caller experience. More simply, you will be able to proactively solve problems, promoting a positive experience.

Because of the strong emphasis on proactive problem solving and positive customer experience, Angel received the 2010 INTERNET TELEPHONY Product of the Year Award for outstanding innovation from TMC (News - Alert), a global, integrated media company. The provider of enterprise focused, cloud-based, customer experience solutions, was donned with the award for its innovation in the creation of its product, Angel Caller First Analytics.

The solution provides key views, dashboards, reports, and volumes for all IVR and call center activities, comparable to the power of packages like Google (News - Alert) Analytics for website performance tracking and performance optimization.

“This award is further evidence that enterprise businesses with heavy customer voice interaction have recognized the value of insight and intelligence to the top and bottom line,” said Dave Rennyson, president and COO of Angel, in a press release. “We are honored that Caller First Analytics was selected by INTERNET TELEPHONY as a Product of the Year Award. It is especially gratifying to be chosen in the category of innovation, which is a trait that is extremely important to our customers.”

Among these customers are Ambient (News - Alert) Devices, Election Protection, MedApps, Princeton University, and more.