Angel.com Announces Breakthrough Business Intelligence Analytics and Reporting for Voice Solutions with MicroStrategy

Angel.com Announces Breakthrough Business Intelligence Analytics and Reporting for Voice Solutions with MicroStrategy

04/06/2010

Angel.com's New Caller First AnalyticsSM Solution Integrates Business Intelligence Analytics and Reporting with IVR solutions for Call Data and Application Performance Reporting to Improve Customer Experience and Enterprise Results



Angel.com, a leading provider of enterprise focused, cloud based, customer engagement solutions, today announced a major new product launch, Caller First Analytics, a fully integrated, drill-down business intelligence analytics reporting capability from MicroStrategy (Nasdaq: MSTR) for voice solutions. The robust analytics enable users to make better decisions and implement improvements based on insight into the performance of voice applications.

ebizQ received the following:

Similar to the power of packages like Google Analytics for website performance tracking and performance optimization, Caller First Analytics provides key views, dashboards, reports, and volumes for all IVR and call center activities. With this detailed, easily accessible and customizable information, businesses can analyze data and make iterative changes to enhance the caller experience to facilitate the achievement of business goals such as revenue optimization, cost reduction, and optimal agent resourcing.


Join us for the ebizQ Cloud QCamp on April 7, 2010. Learn more here.

"Recently the marketplace has been expressing interest in the merits of integrating business intelligence with IVR," said Jay Lassman, Research Director at Gartner, Inc. "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."

The new package provides deep insight into how a voice application is being used, including the most popular customer selections and the most common caller path patterns and hang-up points. Armed with business intelligence, companies can quickly make positive changes to the call flow, contain common call issues with automation to reduce agent load, and increase customer satisfaction by addressing caller needs quickly.

Beta customers for the new Caller First Analytics solution include Astra Zeneca, Pfizer, Barnes and Noble, and Hughes.

Based on industry leading business intelligence solutions from MicroStrategy, Caller First Analytics provides call volume dashboards, performance and voice user interface analysis reports, and call data reports for visually appealing and informative graphs, charts, and information. All of these reports are customizable into preferred dashboard setup, accessible via the Internet, and configurable based on distribution, export, and access preferences.

As a fully on-demand, cloud based solution, no investment in hardware, software, or staffing is required. Caller First Analytics is integrated directly into Angel.com's online Site Builder interface, helping enterprise organizations realize immediate and long-term ROI.

"The combination of cutting edge analytics and reporting from MicroStrategy and the advanced Angel.com on-demand IVR solution allows us to offer new intelligent customer engagement solutions," said Dave Rennyson, President and COO of Angel.com. "Early adopter excitement and feedback has been tremendous, as enterprise businesses with heavy customer voice interaction are recognizing the value of insight and intelligence to the top and bottom line."

"It is a natural extension to integrate our advanced analytics and reporting to the IVR function," said Sanju Bansal, MicroStrategy's Chief Operating Officer. "Caller First Analytics puts all the discipline and decision making power of business intelligence at the fingertips of enterprise companies to innovate their voice application performance and profitability."

Angel.com has deployed a variety of Caller FirstSM customer engagement solutions, focusing on in-bound and outbound IVR and virtual call center offerings. The deployment of customer engagement solutions focus on Angel.com's core mission of putting the Caller First in all its customer engagement solutions.

Caller First Analytics is available immediately from Angel with pricing starting at $500 per month.

  • Subscribe Newsletter
  • Contribute
Subscribe to ebizQ:

Enter your email address:

 Subscribe Blog Updates via RSS

 Subscribe News via RSS

ebizQ is very interested in what you have to say. To contribute an article, an opinion, or to become a blogger, please contact Peter Schooff.

  • Virtual Conferences
  • Webinars
  • Roundtables

SOA Cloud Qcamp

June 3, 2009

One of the most compelling trends in the enterprise business technology space over the past year has been the emergence of cloud computing. In ebizQ’s upcoming Qcamp virtual un-conference, leading industry experts and practitioners will explore the role of service-oriented architecture (SOA) and business process management (BPM) in supporting cloud-computing initiatives. Additionally, the new skills that developers and IT managers need for successful cloud development will be discussed.Register

View All Virtual Conferences

Smart Case Management: Why It's So Smart.

Date:Nov 05, 2009
Time:12:00 PM ET- (17:00 GMT)

REGISTER TODAY!

Date:Oct 29, 2009
Time:15:00 PM ET- (19:00 GMT)

REGISTER TODAY!
View All Roundtables
  • White Papers
  • Podcasts
  • Blogs

Joe McKendrick: Part II of II: Designing Evolve-ability into SOA and IT Systems

In part two of Joe McKendrick's recent podcast with Miko Matsumura, chief strategist for Software AG, they talk about how SOA and IT systems need to change and grow and adapt with the organization around it.

Listen Now

Phil Wainewright: Helping Brands Engage with Social Media

Phil Wainewright interviews David Vap, VP of products at RightNow Technologies, and finds out how sharing best practices can help businesses understand how best to engage with online communities.

Listen Now

Peter Schooff: Making Every IT Dollar Result in a Desired Business Outcome: Scott Hebner of IBM Rati

Scott Hebner, Vice President of Marketing and Strategy for IBM Rational, discusses a topic on the top of every company's mind today: getting the most from IT investments.

Listen Now

Jessica Ann Mola: Where Will BI Fit In? Lyndsay Wise Explains

In BI, this tough economy and the increasing role of Web 2.0 and MDM are certainly topics on people's minds today. WiseAnalytics' Lyndsay Wise addresses each of them in this informative podcast.

Listen Now

Dennis Byron: Talking with...Deepak Singh of BPM Provider Adeptia

Deepak Singh, President and CTO of Adeptia, joins ebizQ's Dennis Byron in a podcast that gets its hand around the trend of industry-specific BPM.

Listen Now
More Podcasts
  • Most Read
  • Quick Guide
  • Most Discussed

Quick Guide: What is BPM?

Learn More

Quick Guide: What is Event Processing?

Smart event processing can help your company run smarter and faster. This comprehensive guide helps you research the basics of complex event processing (CEP) and learn how to get started on the right foot with your CEP project using EDA, RFID, SOA, SCADA and other relevant technologies. Learn More

Quick Guide: What is Enterprise 2.0?

A lot of people are talking about Enterprise 2.0 as being the business application of Web 2.0 technology. However, there's still some debate on exactly what this technology entails, how it applies to today's business models, and which components bring true value. Some use the term Enterprise 2.0 exclusively to describe the use of social networking technologies in the enterprise, while others use it to describe a web economy platform, or the technological framework behind such a platform. Still others say that Enterprise 2.0 is all of these things. Learn More