Press Releases

New Hosted Call Center Management Solution Integrates Angel.com's On-Demand Interactive Voice Response Offerings with Automatic Call Distribution Several New Enterprise Customers Adopt Solution that Provides Efficient, Affordable Call Distribution

McLean, Va., February 16, 2005 - Angel.com, a leading provider of web-based, advanced telephony solutions and a division of MicroStrategy Incorporated (Nasdaq: MSTR) today announced the launch and general availability of "Virtual Call Center," a new hosted and customizable call center management offering that combines the flexibility of Angel.com's on-demand Interactive Voice Response (IVR) solutions with web-based Automatic Call Distribution (ACD).

Virtual Call Center is a hosted call center management solution that combines the call distribution capabilities of an ACD system with the data collection and automation power of speech recognition. These capabilities are all contained in one easy-to-use interface, Angel.com Site Builder 2005. The solution is managed entirely through a web browser, which allows for rapid deployment, significant management flexibility, real-time monitoring and reporting tools, and zero investment in new hardware or software.

Several enterprise customers have already begun implementation of Virtual Call Center, including Sky High Speed, which designs and installs Wi-Fi networks for the hospitality industry, and Moftware, a global provider of mobile data products, software, and consulting services. Sky High Speed uses Virtual Call Center in its Network Operations Center to provide 24 x 7 hospitality guest technical support. Using a hosted call center allows the Network Operations Center to adapt quickly with Sky High Speed's rapidly expanding customer base, while enhancing the guest experience. For Moftware, Virtual Call Center has already allowed the company to respond to customer inquiries around the clock while increasing the efficiency of its 16 live call center agents.

"Angel.com's Virtual Call Center is the most cost-effective call center solution in the market," said Moftware CEO Pinakin Dinesh. "Our biggest problem was that our call center was not available 24-hours-per-day and we received many calls during off hours related to order tracking. With Virtual Call Center, that problem is solved. In addition, the call queuing feature is the best I have seen; it will dramatically improve our call center efficiency and productivity."

The Angel.com hosted model, combined with Angel.com's award-winning Site Builder toolkit and speech technology, makes Virtual Call Center a cost-effective alternative for enterprises considering an ACD system and related hardware and support costs.

Scenarios where the Angel.com Virtual Call Center may be particularly beneficial:

Companies with home-based call center agents. According to Network World, call centers with home-based agents are gaining in popularity as companies look for alternatives to running a traditional, in-house call center or using an offshore outsourcer. Experts say the use of home-based agents eliminates some concerns about cultural differences when using offshore providers.*
Organizations with a large pool of volunteer call center agents who require the ability to check-in and check-out seamlessly. This is particularly relevant and effective for organizations with volunteers in the field who provide virtual support.
Existing call centers or multi-tiered support organizations that require special routing for peak hours and routing based on specific agent skills.
Small-to-medium-sized businesses that receive many support calls but cannot afford the investment in an ACD solution.
Small businesses with limited personnel who share customer service duties.
Sales organizations responding to inbound leads. Virtual Call Center provides call queuing and routing to the appropriate agent based on pre-set criteria such as territory or skill set.

Virtual Call Center Features

Call Routing & Queuing - Simple agent addition/deletion options; customizable on-hold music and wait prompts; call screening options to provide information to agents; route calls to any number; unlimited call queues.
Integrated IVR - Sophisticated speech recognition technology captures caller data for agent use; packaged applications available for pre-agent/post-agent interaction; integrates easily with existing web applications.
Call Reporting & Monitoring - Easy, web-based administration; managers can view real-time call load and agent activity; usage reports allow for current/historical metrics tracking.
Scalability & Reliability - No hardware needed; scalable capacity without capital expense; 24/7 technical support options; carrier-grade facilities; fault-tolerant reliability.
Virtual Call Center Benefits
Rapid Return on Investment - Angel.com pricing is primarily usage-based, meaning customers can expect to see a positive ROI within weeks of deployment.
Reduced Wait Times - Angel.com Virtual Call Center is integrated with IVR, meaning the most common requests can be automated without waiting for a live operator.
Fewer Live Operators - With more calls automated through the IVR component, enterprises require fewer live operators, resulting in lower operating costs.
Higher Customer Satisfaction - Live operators will have access to specific information before speaking with a caller and will be able to more effectively manage requests.

*Users Grow Virtual Call Centers, Network World, Jan. 31, 2005, by Ann Bednarz

About Angel.com
Angel.com is a leading provider of on-demand Interactive Voice Response (IVR) solutions, which enable organizations of all sizes to quickly deploy powerful telephony applications. More than 1,400 customers turn to Angel.com's patented Voice Site technology to power customer service and marketing phone numbers using intelligent speech recognition that can automate most phone-based interactions. With an innovative Internet-based solution that requires no investment in hardware, software, or human resources, Angel.com balances the need for high quality communications with affordable pay-as-you-go pricing.

About MicroStrategy
Founded in 1989, MicroStrategy is a global leader in business intelligence (BI) technology. MicroStrategy provides integrated reporting, analysis, and monitoring software that helps the world's leading organizations make better business decisions every day. Companies use MicroStrategy to transform vast amounts of data into actionable information that enhances their performance, productivity and competitive edge. MicroStrategy's customers include the top twelve FORTUNE 500 global telecommunications companies, the top eight global pharmaceutical companies, and nearly two-thirds of the top 50 global retailers. MicroStrategy has relationships with systems integrators and technology partners, including IBM, HP, PeopleSoft, Sun, and Teradata. More information about MicroStrategy (NASDAQ: MSTR) is available at www.microstrategy.com