Angel.com, which offers IVR and other call center solutions via the software-as-a-service model, is reportedly gearing up to roll out a new business intelligence offering, Enterprise Reporting, which utilizes parent company MicroStrategy’s (News - Alert) BI software.

 

Apparently the idea is to pair MicroStrategy’s BI software with Angel.com’s Virtual Call Center (including IVR, ACD, phone survey and CRM integration) offerings for the purpose of analyzing voice data to create detailed reports and executive dashboards. The solution will be available this fall.

 

According to a company press release, the new offering will “enable business managers and application developers alike to track caller behavior and trends, all which directly relate to operational efficiency and maximizing ROI.” The Web-based software will allow users to “easily manipulate data and generate a number of different reports, schedule reports to run in the background, as well as perform advanced sorting, filtering, and charting.” Users will also be able to access “detailed call and page information and can drill to the call level from any metric simply by clicking a hyperlinked number in a report.” The goal is to help businesses “better understand and analyze call metrics to improve business processes as well as drive enhanced caller satisfaction.”

The call detail reports will deliver detailed call records, enabling users to “drill to recordings, page events, task completion rates, and variable data all on a pre-call basis.” The call volume reports can be used to “measure the performance of applications based on containment and task completion.” In addition the software will offer VUI reports which “measure the health of applications (i.e. IVRs) via hit counts, hang-ups points, entry/exit points [and] speech error counts.”

“Now more than ever, business managers are looking at ways to keep customers happy, lower costs and improve efficiency throughout the enterprise,” said Dave Rennyson, president and COO of Angel.com, in the release. “By having the ability to easily access detailed information about callers through a simple and robust web-based reporting solution, our customers can directly correlate these reports to business results and run a more strategic and successful business.”

Angel.com, which sponsors the IVR channel on TMCnet, made news last week when it announced three new integration partnerships with speech technology companies VoiceVault, Novauris and Plug'n Pay that Angel.com hopes will broaden its customer base, as well as to better meet the needs of existing customers.