TMCnet News
Angel.com, MScript Ally for Voice-Enabled CRMBy DAVID SIMS Angel.com, a vendor of on- demand call center and Interactive Voice Response products and a division of MicroStrategy Incorporated, has announced that it has entered into a strategic alliance with MScript to offer three voice- enabled CRM and transcription products. Angel.com and MScript customers will now be able to use Angel.com's on-demand phone products to collect data from callers, transcribe pieces of information from the call, and communicate key pieces of data into existing CRM or ERP applications.
Starting today, Angel.com and MScript will offer: MCare, a voice-enabled name and address capture product offered by Angel.com, MScript and 411XML. Customers use MCare to capture lead data for applications such as direct response campaigns, class action lawsuits or surveys.
IN-Voice, based on Angel.com and MScript's Microsoft .NET platform. It's a billing and time-tracking product where callers simply phone in hours worked or completed tasks and the voice files can be converted to text and delivered to the appropriate audience. IN-Voice can be integrated with any corporate time and billing system using web services and XML. "We've seen a lot of demand for voice-enabled CRM and transcription products over the last few years," said Mark Golino, President of MScript. "Angel.com and MScript are going to make it easy for customers to access on-demand phone solutions that can be integrated with existing web services." TMC's recently-departed David Butcher blogged back in June when on-demand CRM provider RightNow Technologies announced the acquisition of voice automation company Convergent Voice, Inc. in an effort to position RightNow as the only CRM provider with pre-packaged voice applications. Called RightNow Voice, the package offers a natural-language search capability to integrate with a common CRM platform. The on-demand delivery aims to remove barriers to voice/speech adoption, with the choice of a packaged or hosted solution, rapid deployment, usage-based license terms and a managed services model.
On-demand, of course, can replace on-premise IVRs, and a good complete front-end/back-end solution can handle all customer contacts, regardless of channel, from beginning to end in the same system. David Sims is contributing editor for TMCnet. For more articles by David Sims, please visit: |