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IVR Featured Article

Angel Mobile Introduced for Increase IVR Capabilities

October 27, 2010

Angel, a provider of enterprise focused, cloud-based, customer experience solutions, has launched Angel Mobile -- solutions to incorporate next generation mobile management capabilities into the Angel 4 Customer Experience Platform.

“Angel Mobile is another example of our strategy to help enterprises transform the way they interact with their customers by bringing key technologies together to solve the fundamental problem of user frustration with traditional automated call centers,” said David Rennyson, president and COO at Angel.

Thanks to the new capabilities, customers now have a much better experience with the contact center from the convenience of mobile devices such as the iPhone, iPad, and Android (News - Alert) based smartphones.

Collaborating with enterprise customers, Angel has developed a mobile strategy and solutions to address key market needs, said company officials. Through a closed beta program, a number of enterprise customers are deploying beta versions of the advanced Angel solutions.

Company officials said that the solutions are being deployed for such uses as mobile contact center management, mobile business intelligence and specific mobile vertical customer experience applications.

“By mobilizing the management of operations and applications, customers can instantly be more productive and optimize caller efficiency and satisfaction,” Rennyson said.

Additionally, a major pharmaceutical customer is using the Angel Mobile solution to enable sophisticated mobile apps for doctors to securely identify themselves while ordering drug samples via automated voice systems, said company officials.

Angel Mobile is expected to enable call center supervisors to walk the floor or remotely manage agents, look at which customers are in the queue, monitor phone calls, and coach agents from the mobile device of their choice.

In addition to mobile business analytics, the solutions offered via Angel Mobile are Mobile IVR; Mobile call center; and custom mobile solutions. Company officials said that mobile business analytics provides mobility to Angel's business intelligence (BI) analytics for voice applications.

Mobile IVR offers the ability to use Angel's popular platform, SiteBuilder, to develop and deploy enterprise-quality voice solutions at a fraction of the cost of traditional IVR, while mobile call center adds mobile access to Angel’s on-demand, software as a service (SaaS (News - Alert)) platform for creating, managing and deploying a world-class call center.

Company officials said that custom mobile solutions have been developed hand-in-hand with enterprise customers based on unique objectives and specifications to better conduct transactions and information exchange via their iPad, iPhone, or Android smartphone.

Currently, Angel is in a closed beta program.

Earlier this year, Angel.com (News - Alert) announced the success of its customer experience lab at Massachusetts Institute of Technology (MIT (News - Alert)) School of Engineering.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Juliana Kenny


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