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IVR Featured Article

Angel Puts 2012 Presidential Election Voters First with Election Protection

October 08, 2012

Tuesday, November 6th is quickly approaching as registered voters across the country scramble to learn as much as they can about the 2012 presidential candidates in the limited time there is left.  

Recently introduced by a cloud-based Customer Experience Management (CEM) solutions provider Angel, Election Protection, a coalition led by the Lawyers Committee for Civil Rights Under Law, is a new voting resource that provides voters with information and guidance in understanding their voting rights.

“During a presidential election, we run high volume, high capacity call centers across the country and it’s critical that we never leave a voter’s question or problem unanswered,” said Eric Marshall, manager of legal mobilization, Lawyers Committee, in a statement.

Using Angel’s Virtual Call Center (VCC), 1-866-OUR-VOTE, Election Protection is being applied to provide flexibility to nationally scale its hotline, field over one hundred thousand calls a day and provide voters a personalized experience in this upcoming 2012 presidential election.  

Angel CEM solutions for Interactive Voice Response (IVR) and contact centers enable organizations to deploy voice, SMS, chat, mobile and Business Intelligence applications that put the Customer Experience (CX) first. Angel’s cloud-based VCC combines IVR and speech technology, automatic call distribution (ACD) and CX Builder, enabling Election Protection to quickly create customized call queues unique to a region’s voters.

“Angel’s cloud-based technology helped take the complexity out of building personalized call centers for each region and gave us the flexibility to successfully run the hotline as well as provide a personalized experience for every voter,” said Marshall.

Image via Shutterstock

During the month of October in this current election year, Election Protection has experienced a huge increase in voter call volume. This year, it anticipates that 1-866-OUR-VOTE will generate 250 – 300 thousand calls, with over 1,000 of these calls taking place only on Election Day. With Angel’s VCC platform, Election Protection can easily respond to voter needs as well as proactively build, update and deploy a call center solution as it is prepared to handle over 1,750 call lines at one time.

“Regardless of the voter’s decision in a month, every caller has the right to access available help,” said Dave Rennyson, president of Angel. “Our technology helps organizations like Lawyers Committee create and deploy customized customer experience applications that put the customer first – or in this case, the voter first.”

In the 2008 presidential election the hotline received over 240,000 calls from voters seeking assistance during the election cycle.

Edited by Allison Boccamazzo


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