Newfound Communications, Inc., a vendor of VoiceXML and Voice over IP (VoIP) software, has announced that Angel.com, a vendor of on-demand call center and Interactive Voice Response (IVR), has selected the Newfound Communications, Inc. IP Call Recorder product for the Angel.com’s Call Analyzer feature.
 
By implementing the Newfound IP Call Recorder in the Angel.com Call Analyzer feature, Angel.com can deliver a much-requested feature, according to Newfound officials.

Angel.com’s Call Analyzer provides fully-integrated call recording, capturing caller interactions with IVR phone applications or live agent sessions. With its flexible recording and reporting features, Angel.com customers can record and listen to an entire call, specific portions of a call, browse, search and archive recordings.

The Newfound IP Call Recorder 1.0 records any phone call in carrier, enterprise or contact center telephony environments. Supporting multi tenant architecture, the IP Call Recorder provides ad-hoc (partial call) recording without requiring dedicated telephony ports.

Ad-hoc call recording enables the capture and indexing of recordings at any point of a call and for any duration.

The Newfound IP Call Recorder is a software-based solution working on standard Intel (News - Alert)-based Windows servers in both legacy PSTN and VoIP (SIP) telephony environments.

In May, Angel.com announced the availability of SupportFone for salesforce.com's AppExchange. SupportFone allows a company's customers to call and check the status of a case, update a case, open a new case or transfer directly to an agent through the Salesforce Service and Support offering.

In April Angel.com announced an alliance with Skype (News - Alert), giving Skype users worldwide access to Angel.com to create and manage speech-enabled IVR applications.

For example, business owners who rely on Skype for Internet calling can now add speech-enabled automation services to manage tasks such as customer service inquiries and frequently asked questions or add communications capabilities to their existing commerce websites.

Angel.com's Site Builder toolkit also allows Skype users to create services, such as help lines for professionals with expertise in a specific topic or industry.

David Sims is a contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.