Newsletter 
May 2006 Issue
- Top Story: SurveyByFone Brings Phone Surveys to Salesforce.com
- From the Blog: Outbound—The Inside Story
- VUI View: The Six Golden Rules of Silence
- In the News: SupportByFone Available to Salesforce.com Customers
- In the News: Making the Case
- In the News: Family Dollar’s HR App Featured in Stores Magazine
- Coming Soon: More Angel.com / Salesforce.com Integration
Top Story: SurveyByFone Brings Phone Surveys to Salesforce.com
Angel.com announces the release of a new application for Salesforce.com's Appexchange. SurveyByFone, by Angel.com, enables Salesforce.com users to deploy, manage and analyze customer satisfaction phone surveys through their existing Salesforce.com account. Quickly and easily use SurveyByFone to immediately deploy a generic 5-question customer survey or customize and deploy your own surveys. Each survey application features real-time reporting, alert management, and full recording and archiving capabilities. More >>
From The Blog: Outbound—The Inside Story
Here’s something you may have missed on the Angel.com IVR Blog. With the GA (General Availability) release of Outbound Voice Sites around the corner, Ashish Soni, Angel.com’s Program Management Director, shares with you his thoughts and insights into how the outbound functionality was conceptualized and developed. The Outbound API represents a great stride in Voice Site functionality by allowing you to develop programmatic outbound dialing campaigns initiated from your Angel.com IVR system. More >>
VUI View: The Six Golden Rules of Silence
Silence is indeed golden, especially when trying to maximize the efficiency of voice applications. By correctly using silence when creating a voice application, errors can be minimized, new customers will have adequate time to respond, repeat customers will have the ability to effectively bypass redundant options and customers will have more time to correct misrecognitions. In this month’s VUI View, Angel.com’s Enterprise Solutions Manager, Ahmed Bouzid, illustrates the circumstances where silence is necessary and the steps to take to get the most out of your voice application. More >>
In The News
SupportByFone Now Available to Salesforce.com Customers Angel.com
and salesforce.com have announced the availability of SupportByFone for Salesforce.com's AppExchange. All Salesforce.com customers and partners will now be able to access their accounts at any time via the phone by integrating SupportByFone with their Salesforce Service and Support implementation. With SupportByFone, users can open, update and check the status of their cases via the phone. SupportByFone also includes full virtual ACD functionalities including call-queuing, call-whispering, and call-queue management/monitoring. More >>
Making The Case
Opponents of IVR usually come in two colors: proponents of outsourcing who make their case for mainly economical reasons, and opponents, such as Paul English, whose case rises solely from purported ‘customer frustration’ and gives little thought to the economics of call centers.
More >>
Family Dollar’s Innovative HR App Featured in Stores Magazine
The retail industry is all about the bottom line. One retail chain, Family Dollar, is using the Angel.com solution to dramatically reduce the costs and increase the efficiency of their human resources department. Recently, a story about the innovative way in which Family Dollar is employing Angel.com technology was featured in the official magazine of the National Retail Federation, Stores More >>
Coming Soon
Angel.com to Roll Out More Salesforce.com Integrations
Angel.com is planning to make its newly released Call Analyzer and Outbound offerings available on Salesforce.com's Appexchange platform. We’ve already released SupportByFone and SurveyByFone. Look for our two new Appexchange solutions, RecordFone (a call recording solution) and ReachByFone (a programmatic outbound dialing solution) in the next few weeks. If you have a technology or service that you would like to integrate with Angel.com and jointly deploy with us on the Appexchange, feel free to contact us through our Technology Partners online application.
