Angel.com, a vendor of on-demand call center and Interactive Voice Response products, has introduced the latest version of its Virtual Call Center product, VCC'08. It combines automated call distribution and IVR tools into a single, hosted application," company officials said.

 

Michael Zirngibl (News - Alert), President and CEO of Angel.com, said VCC'08 "uses the latest technology and software-as-a-service platform to create a call center product that combines a user-friendly interface, ease of deployment and wealth of features."

 

Highlights of the product include an Agent Monitor, which lets agents set their status, set away messages that are viewable by supervisors, and screen incoming calls to engage callers they know they can assist. Agents can also view the caller and agent queue, extend call wrap-up times and select pre-approved caller dispositions for better agent-manager communication.

 

There's also a Supervisor Monitor giving supervisors real-time access to comprehensive call center data selectable on-the-fly, without the need to create reports. Call queue and agent monitoring tools allow supervisors to view calls abandoned, redirected and answered.

 

A "High-level Management Reporting" feature gives managers and other key stakeholders access to call activity, call outcome and agent stats.

 

Earlier this month, Angel.com announced its SalesByFone application, the latest tool in its suite of Interactive Voice Response integration tools for Salesforce.com (News - Alert).

 

The product provides phone-based access to Salesforce.com accounts, letting sales executives update or access their CRM account records via phone, when on the road or remote.

 

"SalesByFone makes it possible to access, update, and manage key prospect information directly in salesforce.com through voice commands," company officials said at the time. "With a phone call, users can record impressions about a just-completed meeting, create a follow-up task to email or call a prospect the next day, or connect directly to contacts. These recorded notes can then be automatically transcribed and entered a salesforce database as text within minutes."