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IVR Featured Article

Lyris Implements Angel.com's Virtual Call Center

January 23, 2008

Lyris Inc. has announced today the implementation of Angel.com’s Virtual Call Center Solution. With this implementation, the company has effectively consolidated Lyris’ customer service operations for e-mail marketing, Web analytics, Web content management and PPC campaign management into one company-wide system.

Lyris customers will now have more alternatives for connecting with the company as they can select to communicate by phone or via a self-service portal online through which they can view the status of, and update, their own customer service cases.

The integrated customer service interface automatically routes callers to the appropriate Lyris expert, according to both product family and area of expertise. As a result, it is fast and easy for Lyris customers to connect with the right service representative and get the support they need.

With the Angel.com solution, Lyris Technical support was able to significantly reduce call wait times, while also increasing customer satisfaction and responsiveness.

Angel.com is part of the Virtual Call Center solution and is providing Lyris with state-of-the-art inbound and outbound IVR services, automated call distribution and complete reporting. Such capabilities empower Lyris to respond to customer service call volume in real-time, making sure that wait times remain low and company resource management is cost-effective and efficient.

These two companies are also working together to deploy Angel.com’s SupportByFone application, which automatically integrates with Salesforce.com (News - Alert). This integration will enhance customer responsiveness and improve the overall level of support provided to Lyris customers.

SupportByFone will enable Lyris customers to indicate the Salesforce support case they are calling about, and information from the case is automatically presented to the technical support engineer. As a result, the data and information provided to the support team are enhanced, while also reducing the time required to resolve the customer issue or request.

"With Angel.com we can respond to our customers faster and more efficiently," said Raymond Polanco, Vice President, Client Services for Lyris, Inc., in a Wednesday statement.

"Now that our marketing solutions have been integrated into our new Lyris HQ marketing platform, it was critical that we bring all customer service operations into one overarching system.”

“We were able to deploy the system with a pilot support team in less than 30 days, and continued to enhance the system as we extended the implementation across the entire support organization - building on the quality and level of sophistication as we went. Angel.com offers a solution that can keep pace with our continued expansion, to make sure our customers are always taken care of as rapidly as possible," Polanco added.

"As a thriving company with an ever-expanding suite of products and services, Lyris has set out to make leading-edge customer service and technical support a core competency," said Michael Zirngibl (News - Alert), President of Angel.com, in Wednesday’s statement.

"Angel.com's innovative technology and hosted architecture provides a platform for forward-thinking organizations like Lyris to realize enhanced creation, integration, and deployment of high quality business voice applications."

Lyris certainly had its customers in mind when it partnered with Angel.com to implement its virtual call center solution. The features and functionality that this solution provides significantly enhances the experience for the customer.
With the addition of the SupportByFone, the company will be even better positioned to provide support for their customers. As intensive as competition gets in industries throughout the world, fostering a ‘customer first’ environment that actually practices what it preaches will ensure Lyris’ success over the long term.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
Want to learn more about call centers? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.


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