Inside 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.

Technorati Tags: angel.com, call center solutions, Gartner, interactive voice response, IVR, SaaS Call Center, SaaS Virtual Call Center

With competition among virtual contact centers heating up, providers have to compete to come up with the most innovative features at the lowest price. Promer Software recently announced its new offering of an inexpensive SaaS Call Center package focused on small to medium sized call center clients.

This new inexpensive call center software should greatly benefit companies with small call center departments. Benefits of this inexpensive software offering include quick setup, minimal training and low startup and recurring costs. Its flexible pricing options also allow companies to choose the package which is cheaper for them. With per transaction pricing or per user pricing, companies are able to cut costs with the pricing model that works best for them.

Contact Center Anywhere provides a host of features offered in other traditional Virtual Contact Center packages. Features include ACD. skills based routing, queues, web collaboration, and more. Also, chat platforms enable customers to interact with call center agents in other ways allowing customers to choose the more convenient option that works for them.

With over 49 industry awards, Contact Center Anywhere is definitely a call center software platform many customers should consider. For more information about Contact Center Anywhere, visit the website found here.

Technorati Tags: Contact Center, SaaS Call Center, Virtuall Call Center

On demand and Saas continue to gain popularity as the mode of delivery for software services. The VOIP Call Center market is another software industry that is trying to meet the demand for SaaS Services. As VOIP technology continues to improve, expectations continue to increase and companies demand more.

SaaS VOIP Call Center Solutions provide companies with technology that companies need for the price companies can afford. VOIP Call Center Solutions provide companies with the flexibility and features that enable companies to provide quality customer service. In addition there are many benefits of installing SaaS Call Center Solutions including:
     -Quick and Easy Deployment
     -Tools to Manage Contacts and Leads
     -Toolts to Help Monitor Agent Performance

… and More!

To read more on this, the full article can be found here.

Technorati Tags: Call Center, SaaS Call Center, Virtual Call Center, VOIP Call Center