IVR Provider Releases New System to Increase Enterprise & Caller Satisfaction

After recently holding a Webinar where Interactive Voice Response, or “IVR,” systems provider, Angel.com discussed the best practices in VUI design and ways to build a world-class voice application, the company seemed to be staying afloat in a somewhat unsteady IVR industry. 


So, it came as no surprise when Angel.com introduced its Fall ’09, anupdated voice technology that includes applications to enhance call performance, improve flexibility and help businesses drive increased call traffic and, in turn, increase customer satisfaction. 

Don Keane (News - Alert), vice president of marketing and product strategy of Angel.com, said that IVR and call center technologies should be easy for enterprise customers to manage as well as easy for callers to use, which is why the company’s new Fall ’09 release comes at an opportune time.

“With Angel.com's Fall '09 release, we've added a number of features, including real-time, one-click diagnostics, to enable businesses to maximize the value of their voice solutions while at the same time create a world-class caller experience,” Keane said. 

The new technology offers the company’s Caller First diagnostics, the built-in, one-click tool that makes tracking and repairing voice site problems easy and accessible, that prevents callers hearing any technical difficulties. 

According to Angel.com Director of Product Management Ahmed Bouzid, the company's core mission is to put the Caller First in every system the company has. 
 
"Angel.com’s rapid development Site Builder toolkit enables developers to spend less time on the programming and more time on designing and testing. In this release, several new features have been introduced to make Site Builder an even more effective design and development tool,” Bouzid said, adding that these tools include the Caller First diagnostics allowing developers to quickly identify errors.

For a customer relationship management, or “CRM” center utilizing Angel.com’s Fall ’09 technologies, agents can run an automatic report to find broken links, orphan pages and audio and prompt problems, to improve the caller experience, use time appropriately and, ultimately, increase sales.

Also, several changes have been introduced to prepare for the upcoming Enterprise Reporting release, slated for early 2010, Bouzid said. “We have focused on making the current reports more powerful and more usable, such as more detailed reporting and more usable exportable reports,” he added. 

Angel.com’s new system has more than just the Caller First enhanced feature to benefits users of this new system. 

As with many call centers, reporting on an agent’s progress, sale turnovers and overall operations is an essential tool for any CRM industry center. Fall ’09 provides access to double the Web results displayed on all reports, which in turn improves call analyzer performance as well as the ability to assess call variables from the call history reports. 

When a call center correspondence is complete, sales agents tend to need a hang-up option as a way to redirect him or herself back to the appropriate landing page to jump back in and make another call. So, with Angel.com’s new Fall ’09 feature, there are five hang-up page options that allow sales agents to have more available actions after a call completes. 

Sales agents can also create random values with the systems’ new Logic Pages to generate confirmation numbers and randomize application processes. 

With all these new changes for the company, what lies ahead for the future of Angel.com?

According to Bouzid, the companies Enterprise Reporting release will complete the loop when it deploys in early 2010. “The Enterprise Reporting suite will provide a new level of insight and intelligence for customers to fine-tune their applications,” Bouzid said. 

Site builder, the company’s web-based application development toolkit, then allows the user to quickly make those changes that were based on information derived from the reporting.

“The loop continues making the application continually better throughout its lifecycle,” Bouzid said. “This is just not possible with any other provider.”