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Virtual Call Center '08 Solution Overview 
Angel.com Virtual Call Center ‘08 provides the most comprehensive data and seamless integration you need to effectively manage call center activities. Delivered through a state-of-the-art on-demand, Software as a Service (SaaS) platform, Angel.com eliminates the complexities involved in creating, managing and deploying a world-class call center. The result? Your best customer service – delivered simply, easily and cost-effectively.
Whether you are an agent, a supervisor, a business manager, or other stakeholder, Angel.com helps you manage your virtual call center better, faster and easier than ever before.
- Drive personalized and interactive call experiences by integrating your call center with your customer database to greet and route customer appropriately.
- Improve business productivity by automating your basic business functions with advanced IVR functionality and call routing, reducing costs and improving service levels.
- Manage your voice application with the click of a mouse – our easy-to-use, web-based Site Builder toolkit empowers you to spend less time coding and more time getting the customer experience right.
- Realize immediate and long-term ROI; no upfront investment in hardware, software, or human resources needed to get up-and-running immediately.
- Instantly scale as demand grows; if your call center operates seasonally or increases staff during specific time periods, Angel.com allows you to ramp up or scale down as necessary.
Flexibility and Control (Expand to Learn More)
Angel.com’s award-winning and innovative Site Builder toolkit is built on our on-demand platform, making it easy for any user to design, deploy and manage a call center solution through a true point-and-click application. By eliminating the need for code-writing experience or IT support, Angel.com enables you to focus on more strategic and higher value activities.
- The Supervisor Monitor gives up-to-the minute window into critical and other call center performance metrics to easily and proactively monitor and adjust to changing call center environments.
- The Agent Monitor empowers agents with a 360 degree view of call activity and enables them to manage their own status, such as setting away messages, and set call disposition codes.
- Administration through Site Builder provides account level control on routing calls, running reports and more.
- Make changes to your application in real-time from anywhere you have an internet connection. Changes, such as adding agents or rearranging queues, are live and functional as soon as you hit save.
- Instantly scale to meet the ever-changing demands of your business - Angel.com does not restrict the number of simultaneous calls to your application.
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Personalized Call Center Experience with Data Integration (Expand to Learn More)
Through complete integration with back-end databases or customer relationship management (CRM) systems, such as salesforce.com (pictured right), Angel.com enables you to customize each call to the individual caller. Quickly and securely connect your call center to external databases of any kind for better business data analysis and a more personalized call center experience.
- Smart IVR and advanced ACD capabilities quickly and seamlessly connect your callers to your agents with Angel.com call handling features creating your desired mix of automation and call routing.
- Personalize the caller experience by recognizing current customers vs. potential sales propects and customizing the call flow based on the type of caller and their needs.
- Automated call routing allows you to assign calls to agents based on availability, skill, or other factors to insure calls are handled quickly and effectively.
- Capture customer data into existing web servers, databases and CRM systems so all customer info and history is located in one place.
- Automate routine processes such as password resets, support ticket status updates and more by tieing an IVR to your database for quicker and more streamlined customer access to the information they are seeking.
- Enable customer and business-centric analysis of data by connecting phone data with web and customer data for a more complete business picture.
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Complete Monitoring and Reporting (Expand to Learn More)
Track call center activity in real-time and build customized reports with charts and graphs to meet the needs of your business. Monitor call activity, as it’s happening with granular-level detail on all call center activities. Then, export data to Excel™ to further analyze and share your results.
- Real-time access to all call details including date and time, caller ID, IVR responses, department/agent the call was transferred to, talk time and more.
- A Queue Activity report provides a step-by-step breakdown of individual call activities, providing a clear and transparent view into each call to identify even the smallest issues.
- The Queue Stats Report provides a granular level of reporting on service levels, wait times, and more based on time of day.
- Detailed data on call disposition, skills, dialed number, outcome, or agent provides intelligence into marketing campaigns, agent performance, staffing, and more.
- Pull historical reports based on any call parameter to see how your call metrics change over time.
- Record calls for archiving or training purposes. All recordings are available for listening or downloading through your web-based Angel.com account.
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