It’s no secret that 2010 will bring a plethora of big news, names and buzz in the telecom industry. 

And when for interactive voice response, or “IVR,” provider, Angel.com selected VoiceXML and VoIP software solutions provider, Newfound Communications (News - Alert), for its IP call recorder product for the company’s Call Analyzer feature, it proved there’s no time like the present to make moves happen. 

Michael Zirngibl (News - Alert), CEO of Angel.com, said that the Newfound IP call recorder was a clear choice for customers for its flexible, robust and cost-effective call recording solution.

“Be it a conference call, an agent assisted call, certain IVR dialogs, or for a specific caller, the Newfound IP Call Recorder delivers full-duplex audio recordings flexibly and reliably. The breadth and capabilities of Newfound’s recording solution is impressive,” he added.

With Angel.com’s Call Analyzer, users can set up an application to listen to customer interactions with automated phone applications or with a live agent. In addition, company officials said users can record and listen to the entire call, or portion, depending on preference, as well as browse, search and archive call recordings and organize them into a convenient interactive report. 

“With Angel.com Call Analyzer, customer service performance will never be a secret again,” Angel.com officials said. 

And now, by deploying Newfound’s IP call recording within the Call Analyzer feature, the IVR provider has taken into account the customer’s need by integrating call recording as a way to capture caller interactions with the IVR phone apps or live agents. 

“With its flexible recording and reporting features, Angel.com customers can record and listen to an entire call, specific portions of a call, browse, search and archive recordings,” company officials said. 

Newfounds IP call recording is the most recent addition to the company’s telephony product line. Supporting both on-demand call center and IVR systems, Angel.com’s Call Analyzer just got an additional functionality on top of its standard offerings including: 

·         Quality Monitoring and performance reporting, which both keep records of customer interaction for compliance, auditing or customer issue resolution

·         Training to record and use calls to train new employees