Angel met with TMC at ITEXPO (News - Alert) West 2010 where the company discussed its role within the IVR space and the direction of the industry.
Companies with top-performing voice applications (i.e., IVR or voice portal) typically have more satisfied customers, lower costs, and higher revenue per customer, results that are only achievable through rigorous tracking and analysis of key metrics within the IVR application. Business Intelligence (BI) analytics and reporting has become an invaluable strategy, which leading edge companies are using to examine voice interactions holistically; this includes the experience prior to reaching an agent and the experience of callers who self-serve. Analytics are key in gaining visibility into the caller experience, and in turn, predict both customer loyalty and total cost per call. The current economic downturn and drive to reduce customer churn, requires organizations to out-think and out-execute the competition.
Angel, a provider of enterprise focused, cloud based, customer experience IVR solutions, helps its customers out-think their competition, and in-turn out-executes its own competition. Recently rebranding itself, Angel admits that rebranding or no, the trick for an IVR company is to differentiate itself in a crowded market. Jason Hochman, director of Angel’s Enterprise and Channel Sales, has told TMC (News - Alert) that Angel seeks to present a “caller first” philosophy, the idea being that if you offer the caller a pleasing experience, they will actually opt in to the system, actually use it, which will result in a better customer experience for them and a lower-cost transaction for the company.
With such a philosophy it is no surprise that revenue gains in 2010 for Angel resulted in a 35+ percent YOY growth compared to 2009. The company also announced the addition of a number of new enterprise customers in North America, which includes Alliance Health Care, American Red Cross , AARP, Blue Cross Blue Shield, Macy's, MicroStrategy, Readers Digest, Symantec, Credo Mobile, Palo Alto (News - Alert) Networks, AmeriFleet Transportation, Unirush and EPS Financial.
"Angel is thrilled to add so many new enterprise customers across a variety of industries and channels. It is clear that large enterprise companies and government agencies are embracing cloud computing and all the benefits it brings," said Dave Rennyson, president and COO of Angel. "We have worked extremely hard to introduce a number of key customer engagement solutions over the past year focused on Angel's core mission of putting the caller first."
Jaclyn Allard is a TMCnet Web Editor. She most recently worked on the production team at Juran Institute, a quality consulting firm producing its own training and marketing materials. Previously, she interned at Curbstone Press, a nonprofit publishing press in Willimantic, CT, and fulfilled the role of Editor-in-Chief for the literature and arts journal published by the University of Connecticut. To read more of her articles, please visit her columnist page.Edited by Jaclyn Allard