Huge news from IVR industry leader, Angel.com this week as the company rebrands its look, feel, and IVR systems offering with Angel 4.  At SpeechTek on August 2, Angel presented with Astrazeneca, a foremost pharmaceutical company that it will offer Angel 4 to companies looking to broaden and optimize their customer service experiences.

Angel 4 is a new, multichannel platform that includes voice, chat, and messaging features using voice biometrics. This new offering from the company should boost its status in the IVR industry up towards Cisco (News - Alert) and Via.

As a 100 percent cloud-based solution, Angel 4 uses smarter technology from Micro Strategies to go beyond the run-of-the-mill voice application processes. In an interview with TMC (News - Alert), Dave Toliver, director of marketing for Angel, noted that the company is steering clearly towards a solid mission of putting the caller first, focus on the end-caller, and that maintaining superior customer experience has always been the most important thing.

Toliver described the new technology as having “fully integrated chat, SMS, real-time transcriptions, better integration with workforce management, CTI (News - Alert) integration, voice biometrics,” and a set-up process where you ‘enroll’ by saying a number of things as the back-end technology profiles your voice. The software then stores everything about you from why you called, what you said, who you spoke to, and what the end result was so that the next time you call, if you speak to an agent, the agent has a full profile and can easily refer to your call history.

Astrazeneca is currently using this stunning new technology with some of its doctors. Used to authenticate ordering new samples, all processes can be accomplished on the phone with simple integration. The multichannel platform enables the customer to personalize the technology with which pieces of the platform he or she wants to use “all done through a multi-modal way…that’s what enterprise customers are asking for more and more: To decrease costs on their end.”

Check out this exclusive video interview with TMC's CEO Rich Tehrani (News - Alert) and Angel.com here.

And to learn more about voice biometrics, check out the webinar held on July 28.