Angel.com, a provider of on-demand call center and Interactive Voice Response (IVR) solutions and a division of MicroStrategy, will create and manage a new phone-based, IVR-powered benefits enrollment line for employees of Cosi Inc.

Operating the Cosi premium convenience restaurants in 110 locations in 16 states and the District of Columbia, Cosi joins prominent brands Buca di Beppo and Captain D’s as national restaurants that have selected Angel.com to help build and manage efficient and effective IVR solutions.

Famous for its made-to-order products featuring authentic hearth baked crackly crust signature flatbread, Cosi turned to Angel.com to streamline and improve employee benefits enrollment. The partnership created a new application, enabling employees to dial a toll-free number and answer a series of questions to complete enrollment.

All information obtained in the call is saved to a back-end database very similar to an Internet application. Cosi employees, especially those without Internet access, can enjoy added flexibility and convenience by using the new phone-based benefits enrollment system from Angel.com.

Angel.com also manages the toll-free line for Buca di Beppo customers – 866-EAT-BUCA. Callers are prompted to enter their state location and they are then presented with a list of available restaurants and information with the option to connect. The line can also be used to make reservations and monitor gift card balances.

In 2005, Captain D’s chose Angel.com to build and deploy a phone-based customer satisfaction survey deployed in 578 locations nationwide. Random customer receipts include a toll-free number that when called, prompts the caller to answer 10-15 questions. With complete integration into Captain D’s point-of-sale system and web services, the solution allows for quick and easy reporting.

According to Michael Zirngibl, Angel.com president and CEO, Cosi, as a company and brand, is growing and Angel.com is very excited to help the company improve employee communications and benefits enrollment.

Zirngibl went on to add that despite the growth of the Internet, many people still rely on the phone for a more personal, interactive and convenient experience. This is where Angel.com can fill an important and growing niche. With Cosi, Buca di Beppo and Captain D’s, Angel.com is proud to be a trusted technology provider to some of the top brands in the nation.

Paying as much attention to internal customers, such as employees, as external customers when implementing solutions will help ensure Cosi’s on-going success. By selecting Angel.com to provide a more efficient employee benefit enrollment process, Cosi is ensuring that not only are its employees receiving access to the benefits they need, but that the process is designed to be user-friendly.

Angel.com has proven its ability to deliver IVR-based solutions that streamline processes and help organizations focus on core business goals. As the phone continues to be our preferred method of communication, the need for Angel.com’s solutions will grow, ensuring their longevity in the market.

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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.