IVR Solutions Provider Angel.com wins 2009 Speech Technology Excellence Award

IVR solutions provider Angel.com has won a 2009 Speech Technology Excellence Award from Customer Interaction Solutions, a Technology Marketing Corporation (TMC (News - Alert)) publication focused on the call center and CRM industries.

 

Angel.com won the award for its SalesforceByFone suite of products, which are used to speech-enable Salesforce.com (News - Alert) solutions on mobile devices, among other capabilities. By phone-enabling a CRM application such as Salesforce.com, customers can access and update their account through the phone, which greatly increases productivity, efficiency and overall call center performance.

The SalesforcebyFone suite of products includes SupportbyFone, which provides complete caller information to support representatives in the field. With this application, remote service and support reps can automatically check the status of a case, open a new case, update a case description, or transfer to a live agent. In addition they can toggle system functionality through the phone, such as call queuing, recording and call whispering.
 

The suite also includes SalesbyFone, which enables remote workers to access, update and manage key prospect information directly through voice commands, with no typing or Web access required. Reps can leave notes about meetings, retrieve lead information, lookup phone numbers and send e-mail – all by using voice commands.

Also part of the suite is ReachbyFone, which allows reps to place outbound calls by clicking directly on the contact number in Salesforce. All outbound phone activities are logged automatically.

Also included is SurveybyFone, which lets reps build and manage automated customer satisfaction phone surveys, instantly customize survey questions and answers, and capture open-ended, recorded customer feedback directly into Salesforce.

In addition it includes LeadbyFone, which automatically captures all phone leads including names and addresses and import data directly into Salesforce. This app features "say-and-spell" functionality and an address verification service to increase the accuracy of data collected.
 

Finally, the suite includes RecordbyFone, which is used to record and analyze calls made and received by sales and support agents, which are stored directly into Salesforce.

 

The TMC awards program honors products that display innovation, unique features and significant contributions towards improving communications technology.

In a release from Anegl.com, Dave Rennyson, president and COO, said the award “is further testament to the quality and innovation of our solutions and also reinforces Angel.com's commitment to customer service and ‘putting the caller first.’”

Angel.com made news recently when it announced that its hosted IVR software will be used to automate caller registrations for the Notify NYC program -- a citizen warning system that was created to enhance New York City's public communication channels by distributing critical text and voice messages directly to residents’ computers, mobile devices and cell phones.