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IVR Featured Article

Angel Caters to Callers with iPad Analytics App and Expanded Business Intelligence Suite

June 11, 2012

Interactive Voice Response (IVR) can be frustrating for callers. IVR often involves long-winded menu options, having to repeat information, and never actually getting to speak to a live person. But a provider of IVR service, Angel, has developed an intuitive and user-friendly IVR.

Angel, a provider of enterprise-focused, cloud-based Customer Experience Management (CEM) solutions and a division of MicroStrategy (News - Alert), has introduced its Angel Caller First Analytics (CFA) App for the iPad and has also expanded its business intelligence reporting suite.

With the Angel Mobile CFA App and additional reporting capabilities users can view call data on-the-go in order to improve the customer experience. Caller First Analytics are embedded into Angel's cloud-based IVR technology and virtual call center solutions, which allows businesses to evaluate the effectiveness of voice applications and obtain a clear view of customer behaviors. The Mobile CFA app's on-demand business intelligence IVR analytics offering gives enterprise employees the flexibility to access customer call information on-the-go.

"Customer satisfaction is often the key differentiator that sets a business apart from its competitors," said Dave Rennyson, president of Angel. "With Angel's Mobile CFA app, employees not only gain access to valuable customer data from any location, but also are able to analyze and understand what it means for their business. This level of insight paired with Angel's new map dashboard allows enterprises to just make better business decisions and truly put the caller first."

Employees can customize the app to see how voice applications are used, identify any application performance issues, and find out individual call recording level to listen to a specific customer's interaction. Enterprises can make changes and data-driven decisions to improve the customer experience, regardless of their location.

The Mobile CFA app provides users with personalized dashboards and reports that contain historical and current data to analyze how customers interact with the IVR. Employees will gain access to call performance and volume reports, can measure and track call statistics, view the path callers take through the IVR system, identify potential trouble spots through data visualization, and share the results for additional analysis. With this data available on the iPad, enterprises can view core call metrics anywhere to make informed business decisions.

Additionally, Angel's CFA analytics suite now includes a map dashboard, enabling users to view and how call volume and containment rates differ from the city and state where the calls were placed. MicroStrategy's Google (News - Alert) Maps integration powers Angel's new map dashboard and allows customers to measure call containment using business intelligence solutions and assess the effectiveness and of their voice applications.

"The most effective mobile and business intelligence strategies are ones that directly drive business and customer value, and that's exactly what's at the heart of Angel's Mobile CFA app and map dashboard," said Dan Kerzner, senior vice president, Mobile for MicroStrategy.

The Angel Mobile CFA app is available to download from the Apple (News - Alert) AppStore and works immediately for current Angel CFA customers by simply entering Angel account credentials. Angel's new map dashboard will automatically be integrated into customers' current Angel CFA suite.

Edited by Rich Steeves


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