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

04/06/2010'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, 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.

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"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'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 on-demand IVR solution allows us to offer new intelligent customer engagement solutions," said Dave Rennyson, President and COO of "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." 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'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.

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