Product Features

Angel.com is the only complete on-demand IVR/call center product platform on the market.  With an Angel.com solution, all features are wrapped into one package so you get the most functionality for the best price.  When comparing Angel.com features and costs with other vendors, here are the Top 10 Questions to Ask an IVR Vendor to make sure they have the track record, resources, and commitment to being a long-term partner in your IVR projects.

Administrators   Toll-free numbers Select a personalized phone number from thousands available or transfer an existing toll-free number to Angel.com. On-Demand Setup No need for software or hardware to setup and configure voice applications; simply use a web browser to access the Site Builder toolkit. Learn More Voice Site Templates: Start your IVR application by adapting a pre-built template containing pre-recorded audio and call flow. Web-based audio management: Easily import and manage audio files. Record audio by phone, or utitlize Angel.com’s professional voice talent. Safe Changes: Duplicate the functionality in your application, change things, then test them before you make them live. Smart Defaults: Pre-configured voice menus with error handling and built-in confirmation. Smart Play: Smooth sounding audio playback of dynamic information such as phone numbers, credit cards, dates, currency, etc. Text to speech: Simply type text and the system will play it back to callers in a natural sounding voice. Speech Recognition Easily create compelling voice experiences. Capture data such as dates, currencies, names and addresses by prompting the caller to speak. Call Transferring Transfer calls to external phone numbers, such as land lines, cell phones, PBXs or other IVR systems. Call Routing Route calls to the appropriate agent based on skill, caller input, schedule, CRM data, or business rules. Call Queuing Put callers on hold while a resource becomes available. Agent Selection Distribute calls to agents in a variety of ways including Round Robin, Least Utilized and more.  Learn More Pecking Order: Put most successful sales person to receive most calls, or least experienced support person, etc. Round Robin: Evenly distribute the number of calls, regardless of call length. Least Utilized: Evenly distribute the number of minutes between agents, regardless of number of calls. Most Idle: Minimize the time in between calls for agents. Manual routing: Designate a first tier of agents that route calls to a 2nd tier of specialists. Voicemail Management Create voicemail inboxes for multiple parties. Data Storage and Query Store IVR captured data in a spreadsheet. Use data in a spreadsheet to create dynamic voice interactions. Data Delivery Deliver spreadsheets of captured data to others via e-mail and FTP – in real time or in batches. Logic Pages Make IVR branching decisions based on data without writing any code; make branching decisions based on a schedule. Outbound Calling Trigger event-based calls from the IVR system. Learn More Click to Call: Place a button on a website that will enable customers and prospects to contact you via phone. Device Detection: Detect whether calls are picked up by a person or voicemail system and adapt the voice experience accordingly. Campaign Manager: Setup, initiate, and manage bulk calling outbound campaigns. Do Not Call Time Zone Management: Ensure that outbound calls are compliant with the Do Not Call time zone regulations. (No late calls at night, no early calls in the morning) Multiple Online Help Tools Access a knowledge base of articles, tutorials, web seminars, blog articles; submit and track help requests online and call the Angel.com support line.

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Supervisors   Agent Management Add new agents by simply entering their contact information in a web page. Agent Monitoring Examine (in real time) phone line activity, status of callers, agent statistics, and ongoing conversations. Powerful Reporting Our reporting tools let you see real-time stats of your IVR application such as call traffic and agent utilization. Learn More Call History: See who called, when, and for how long. Traffic Report: See which areas of your IVR solution are performing best. Call Queue Report: Understand the on-hold experience of your callers and the performance of your agents. Custom Reports: Build your own reports based on system data, IVR-collected data and CRM data. Call Recording Quickly set up your application to record calls for archiving or training purposes.  You can record and listen to an entire call or just specific portions of a call. Learn More Agent Training: Enhance agents’ call handling abilities Quality Assurance: Ensure that the IVR application and your agents are handling callers effectively. Quality Control: Keep a record of calls that can be later queried to handle possible "he said/she said" disputes. Compliance: Selling a good that requires a proof of purchase? A call recording can be used for that purpose.

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Agents   No Computer Required Any person with a telephone number may receive calls routed and queued through Angel.com. Check in / check out functions, and voicemail access can be performed via the telephone. Agent Login If an Agent has web access, they can manage their status and see call activity online in real time. Call Whisper When receiving a call, Agents can listen to vital caller profile information configured by the Administrator to decide whether to accept, reject or redirect the call. Call Analyzer Examine what patterns are emerging in the use of your voice application. Search, refine, annotate and comment on phone calls. Personal Voicemail Each Agent can have their own private mailbox which can be used for a variety of purposes. Agents can receive email and pager alerts when new messages arrive.

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Developers   A variety of powerful APIs are available that make it possible to integrate IVR functionality into other applications, energize them, and extend them to the phone. Variables Easily capture, feed or merge data between IVR and external systems. Use data for dynamic playback, for branching or for reporting purposes. Transaction API Drive real-time, dynamic, voice interactions from data and logic executed remotely in a web server script. These scripts can then interact with web services, enterprise systems, databases and other web-based infrastructure. (Based on XML over HTTP and Form POST/GET.) Call Queue API Perform agent check in / check out, set agent status, get agent status and other Call Queue related functions. Outbound API A SOAP-based Web Service that can be consumed to initiate outbound interactive phone calls from other applications. Supports the following operations: place call, get status of call, cancel call. Developer tools Simplify the development and maintenance process: Learn More Run Tests: Simulate the execution of an API call and interpret the response from a web-based tool. Email Debugging: Get a transcript by e-mail of a transaction call and its results. Email Alerting: When the system encounters an exceptional situation, get alerted in real time to preserve the health of the IVR application. Salesforce.com Integration Using a pre-built library of functions, obtain, manipulate and log information from Salesforce.com that can be used in the IVR. Skype Integration Use Skype to call your IVR application. Charge SkypeIn users for calling your IVR application if needed. (E.g. premium tech support). Security Ensure the integrity of transactions by using SSL, PIN protecting Voice Sites and using IP filtering.

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