An Angel on the Go

Late last week, Angel, a provider of cloud-based customer experience solutions for the enterprise, launched Angel Mobile, which will provide solutions integrated into the Angel 4 customer experience platform. The new capabilities of Angel Mobile will assist managers on iPhones, iPads and Android-based smartphones.

Solutions offered through Angel Mobile include:

• Mobile Business Analytics -- provides mobility to Angel's business intelligence (BI) analytics for voice applications. Using MicroStrategy’s business intelligence software, Angel offers detailed reporting of application performance, call data, voice user interface (VUI) elements, and more from a mobile device.
• Mobile IVR -- offers the ability to use Angel's SiteBuilder platform to rapidly develop and deploy enterprise-quality voice solutions, which Angel says will be less expensive than the traditional IVR.
• Mobile Call Center -- adds mobile access to Angel’s on-demand, software as a service platform for creating, managing, and deploying a call center.
• Custom Mobile Solutions – developed hand-in-hand with enterprise customers based on unique objectives and specifications to better conduct transactions and information exchange via their iPads, iPhones, or Android smartphones.

Angel says it decided to implement this specific solution after working with customers to  address market needs. A number of Angel’s enterprise customers are implementing beta versions of the solution via a closed beta program.

Using Angel Mobile, call center managers can remotely manage agents, view customers in the queue, monitor calls, and even coach agents from their device. Angel says that this solution will result in a more efficient customer experience because agents and applications can be customized.

Don Keane, Angel’s vice president of marketing, says most other products in the mobile space typically offer “just a port over an existing functionality of a product.

“We think we’re taking the next step here,” he says. “Mobility couldn’t be hotter, especially in the enterprise space.”

Keane also says the application can be multimodal, and, for example, insurance companies could also receive pictures of car accidents using the solution.

Angel Mobile could be customized and deployed in a day, according to Keane.