Angel.com Merges Business Intelligence with IVR Technologies

Angel.com, a provider of cloud-based customer engagement solutions, today launched Caller First Analytics, a fully integrated, drill-down business intelligence analytics reporting capability for voice solutions.

Caller First Analytics, which leverages business intelligence technologies from Angel.com’s parent company, MicroStrategy, provides key views, dashboards, reports, and volumes for all interactive voice response and call center activities. It provides insight into how a voice application is being used, including the most popular caller selections, the most common caller pathd, and common hang-up points. All of these reports are accessible via the Internet and can be customized.

Armed with this information, 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.

Don Keane, Angel’s vice president of marketing, calls the BI solution “a big jump ahead, something the industry has needed for a long time.”

According to Keane, Caller First Analytics “revolutionizes business” and allows companies, in real time, to improve customer satisfaction with additional insight. “Marrying this level of business intelligence into an IVR has a tremendous number of benefits,” he says. “Customers can fine-tune their applications on the fly.”
 The Caller First Analytics solution has been in beta testing since November. Participants in the early testing have included drug companies AstraZeneca and Pfizer, book retailer Barnes & Noble, and satellite services provider Hughes Network Systems.

“Caller First Analytics offers an amazing awareness of what’s working and not in your voice applications and the ability to adjust accordingly on the fly,” said Chip Kennedy, senior vice president at Hughes, in a statement. “As companies look to optimize the caller experience and the resulting business benefits, this solution gives the intelligence and the visibility to make better on-demand decisions and application tuning.”
 A fully on-demand, cloud based solution, Caller First Analytics is integrated directly into Angel.com’s online Site Builder interface. “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 businesses to innovate their voice application performance and profitability.”
Caller First Analytics is available immediately from Angel with pricing starting at $500 per month.