Newsletter 
February 2006 Issue
- Top Story: Angel.com Launches IVR Industry Blog
- From the Blog: The Voice 2.0 Revolution
- Voice Site Originals: May I Take Your Order? Designing an Order Line
- Partnership News: NEW Partner Solutions Portal
- Featured Integration: Workforce Management from South49 Solutions
- VUI View: Point/Counter Point on Personas
- Product Update: Call Recording with Call Analyzer
- Coming Soon: Outbound Voice Sites & Salesforce.com Integration
Top Story: Angel.com Launches IVR Industry Blog
Following up on our promise to provide companies with the essential guidelines for designing a customer-friendly IVR system, Angel.com recently launched a blog aiming to provide the most comprehensive, continuously updated source for news on the IVR industry and best practices in IVR design. Here are just a few things you can expect from the Angel.com IVR Blog:
- Important Industry News
- IVR Industry Best Practices
- Discussion surrounding new Angel.com Features
- Discussion surrounding VUI Design
- Links to Industry newsletters, books, and podcasts
We welcome you to read the content, post comments, and even give us suggestions. We'll be updating the blog regularly, so check back often.
View the Angel.com IVR Blog >
From the Blog: The Voice 2.0 Revolution
Learn common tips and tricks used by Angel.com Client Services in creating efficient Voice Sites. This article includes tips on using Date and Time in your Voice Site, using Logic Pages to create a Unique ID, and how to allow your voice talent to rapidly record multiple prompts for your Voice Site. More >
Voice Site Originals: May I Take Your Order? Designing an Order Line
If IVR systems received Grammy Awards, the phone-based order line would win for "Most Frequently Requested Voice Site". An order line is actually several applications that together form the end-to-end order line. This article discusses the components for choosing the product, capturing name and address, and real-time billing to a credit card.
More >
Partnership News: NEW Partner Solutions Portal
Angel.com is working to bring you a full marketplace of featured Partnership integrations all in one spot. As a start, we've added select partners to our new Partner Solutions Portal on our website. These applications are offered to enhance and provide additional functionality to your Voice Site. Visit the Portal >
Featured Integration: Workforce Management from South49
For companies that manage distributed employees, South49 Solutions’ NaturalInsightsm enables dynamic reporting and data collection via a toll-free number or webpage interface. Project managers can configure surveys so that field employees can collect and report not just numerical or basic product data, but also relay audio comments from the field with the ability to distribute real-time management alerts, and provide updated information with complete flexibility. More >
VUI View: Point/Counter Point on Personas
In this issue of the VUI View, guest author Deborah Dahl, a consultant in speech and natural language technologies, details why a good or bad persona can have major consequences for the success of an IVR system. A good voice user interface is central to any successful speech application; and, if the persona is very memorable, users’ perceptions of it can dominate their opinions about the entire system. More >
Product Update: Call Recording with Call Analyzer
We’re winding up the beta phase of our new call recording feature, Call Analyzer, which will give you fully-integrated call recording that allows you to listen to customer interactions with your phone application or live agents. We’ve collected some really great feedback from our beta testers, which we plan to incorporate into the final release. As detailed in our January newsletter, to find out more information about Call Analyzer, see our beta release article.
Coming Soon
Outbound Voice Sites
Angel.com will soon be releasing an Outbound API for companies to develop programmatic outbound dialing campaigns initiated from their Angel.com IVR system. The Outbound API is fully integrated with Site Builder, the IVR application framework from Angel.com. Through this integration, recipients of calls can be engaged with voice interactivity and personalization instead of just listening to a static voice message. Stay tuned for more details!
SupportByFone Salesforce.com Integration
As part of Angel.com's CRM integration effort, we're currently developing SupportByFone, an on-demand, speech-enabled IVR/ACD solution that phone-enables the Salesforce.com SupportForce offering. Using look up through caller ID, customers can call and check the status of a case, update a case, open a new case or transfer directly to an agent through the SupportByFone integration. Managers will also be able to open and close cases over the phone, and modify system settings such as changing the phone greeting and turning on/off system announcements. For more information, contact us at, partners@angel.com.
