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IVR Featured Article

IVR: Angel to Unveil Multimodal iPhone App

May 25, 2011

A leading IVR expert, Angel will debut its revolutionary multimodal app for the iPhone (News - Alert) at SpeechTEK 2011 Europe. A part of the company’s Angel 4 Customer Experience Platform, this app is designed to enhance customer experiences during multimodal transactions in visual, voice and text.

A cloud platform for self-service IVR, Angel’s Multimodal iPhone application gives contact centers the ability to bring important information to customers in a convenient, timely manner. A cost-effective method of delivering multimodal customer interactions, the application promises a personalized customer experience for boosted customer retention; rapid self-service adoption rates for decreasing costs and increasing call containment; and an uptick in agent productivity.

"At Angel, our focus is on helping our enterprise customers always put their callers first and maximizing the value of their customer relationships,” said Don Keane (News - Alert), vice president of marketing for Angel. “Angel Multimodal app is another example of our strategy to help enterprises solve the fundamental problem of user frustration with traditional automated call centers and transform the self-service experience with intelligent interactions to help drive down operating costs, increase revenue opportunities, maximize customer satisfaction and loyalty.”

While the smartphone industry has exploded over the last several years in terms of adoption, its existence has had quite a significant impact on both our personal and professional lives. Of course, this trend is expected to accelerate in the coming years, and Angel’s innovative multimodal app will help to further IVR’s place in the smartphone sector.

As David Toliver, wrote in an Angel.com blog post, “By capitalizing on the increased flexibility and control that mobility brings, businesses can gain from more satisfied customers, a more effective workforce, and a distinct competitive advantage.”

Contact centers, in particular, are rapidly adopting mobile IVR technology that provides anytime, anywhere communication with the mobile customer. By incorporating next-generation mobile management capabilities into smartphones, multimodality provides a more dynamic and granular management of a contact center’s customer experience that has the potential to result in more sales and more receptive customers.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.

Edited by Jennifer Russell


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