Virtual Call Center

Angel.com, an Interactive Voice Response (IVR) and call center solutions provider, recently released their revolutionary business intelligence and reporting for IVR. Angel.com wanted to add stronger reports to their IVR solutions as well as embed business intelligence analytics into their on-demand platform. This break-through technology, entitled Caller First Analytics, came out of Beta in April.

Caller First Analytics was designed to help companies increase the efficiency of their Interactive Voice Response solutions while saving money. Angel.com wanted to take IVR and make it better, so they determined the problems with IVR and targeted what they wanted to improve.

Some of the key features of Caller First Analytics include Voice User Interface Reports, which track hang-ups and trouble spots in companies’ voice applications, and Application Performance Reports, which measure and tracks task completion metrics. Caller First Analytics is customizable software-as-a-service (SaaS) that customers can also use to check their call parameter history to see how call metrics have changed over time. Caller First Analytics also provides Funnel Analysis, which analyzes callers path through the system to identify entry and exit points so companies can avoid abandoned calls.

Jay Lassman, the Research Director at Gartner, Inc., a leading information technology research and advisory company, commented on Angel.com’s Caller First Analytics. He said, “Recently the marketplace has been expressing interest in the merits of integrating business intelligence with IVR. This marriage offers the possibility for large enterprises to better analyze and understand customer needs as well as voice call data, which should lead to improved customer satisfaction and business growth.”

Caller First Analytics will allow businesses to intensely analyze their IVR applications to improve customer service and efficiency. This on-demand solution does not require any hardware, software, or human resources. Angel.com’s pay-as-you-go pricing is also affordable.  Their detailed application performance, call data, and IVR reports will help businesses overcome the challenges they face to get the most customers possible.

You can view a demo of their Caller First Analytics on their website, Angel.com.