Angel has been providing top notch telecommunications tools for over a decade, with IVR solutions that add utility to the lines over 16,000 customers. Angel met with TMC (News - Alert) at this year’s IT Expo West where the company talked about its role within the IVR space and the direction of the industry.
Jason Hochman the company’s director of enterprise channel sales said. “At the end of the day an underlying platforms can differentiate speech and talk to data systems and can do a lot of the same stuff. We really differentiate ourselves in our philosophies and out execution.” The company’s “Caller First” strategy aims to offer as pleasant a customer experience as possible. It is Angel’s view that this will win repeat users on service alone. Their easy to use and intuitive
“One of the biggest trends we’ve seen in the last few years is people moving into a mobile space. The question is how do you take mobile data that your taking from an iPhone (News - Alert) and translate that to the world of an IVR when you call in, “Hochman says. What the company is trying to do with its new mobile app is pull information from a customer’s phone and offer it ahead of time to an agent.
Hochman used the example of a Starbuck location finder app, which might have a call now button. A smart IVR system would be able to extract information from a user’s phone and offer it to the agent on the other end. The information will then be in front of the agent before the call is answered, smoothing the transition from the app to the call.
This direction will likely be the future of IVR as well as the customer service industry as a whole.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco