Angel Virtual Call Center

Flexibility and Control

Using simple point-and-click, any user can design, deploy and manage a virtual call center solution. No need for code-writing or IT support so you can shift focus on more strategic and higher value activities.

• Up-to-the minute critical call center performance metrics using the supervisor view to easily and proactively monitor and make adjustments in real-time to changing business environments.

• 360 degree view of call activity using the Agent Monitor empowers agents to manage their own status, such as setting away messages and set call disposition codes.
• Real-time changes provides account level control on routing calls, running reports and more.
• Built-in outbound features from anywhere you have an internet connection. Changes, such as adding agents or rearranging queues, are live and functional as soon as you hit save.
• Instantly scale to meet the ever-changing demands of your business. Angel does not restrict the number of simultaneous calls to your application.

Complete Monitoring

With complete integration with any web-accessible back-end database or customer relationship management (CRM) systems, such as Salesforce, Angel enables you to customize each call to personalize the caller experience for better business data analysis.

• Smart IVR and advanced ACD capabilities quickly and seamlessly connect your callers to your agents, creating your desired mix of automation and call routing.
• Automated call routing allows you to assign calls to agents based on availability, skill, or other factors to insure calls are handled quickly and effectively.
• Capture customer data into existing web servers, databases and CRM systems so all customer info and history is located in one place.
• Automate routine processes such as password resets, support ticket status updates and more by tying an IVR to your database for quicker and more streamlined customer access to the information they are seeking.
• Enable customer and business-centric analysis of data by connecting phone data with web and customer data for a more complete business picture.

Personalized Call Center Experience with Data Integration

Track call center activity in real-time and build customized reports with charts and graphs to meet the needs of your business. Monitor call activity, as it's happening with granular-level detail on all call center activities. Then, export data to Excel™ to further analyze and share your results.

• Real-time access to all call details including date and time, caller ID, IVR responses, department/agent the call was transferred to, talk time and more.
• A Queue Activity Report provides a step-by-step breakdown of individual call activities, providing a clear and transparent view into each call to identify even the smallest issues.
• The Queue Stats Report provides a granular level of reporting on service levels, wait times, and more based on time of day.
• Detailed data on call disposition, skills, dialed number, outcome, or agent provides intelligence into marketing campaigns, agent performance, staffing, and more.
• Pull historical reports based on any call parameter to see how your call metrics change over time.
• Record calls for archiving or training purposes. All recordings are available for listening or downloading through your web-based Angel account.
• Intelligent routing by creating a virtual ACD, call queue or route to live agents based on a number of criteria, including round robin and skills-based routing.