Angel.com - The Leading Provider of lVR and Call Center Solutions

White Paper: 5 Simple Strategies to Make Your Support Center Callers Smile
Product Focus: What’s New in Angel.com’s Latest Release?
Customer Spotlight: Borland Software Improves Their Support Center
Ask Angel.com: What Kind of Support Does Angel.com Provide?
Training: Live Webinar Series

Strategy #1: Design with Your Customer in Mind

Whitepaper Building a base of happy, loyal customers is the goal of every part of your business– from sales to marketing to human resources to customer support. When a customer is happy, they are more likely to stay and more likely to promote your products to others. When they have a bad experience, there’s a good chance that they will take their business elsewhere. Your support center is not exempt from this rule. Your support line is an extension of your overall corporate image and brand, and often is the only point of contact your customers have with your organization. Therefore, it’s critical that your call center experience is not only pleasant, but exceeds expectations.

One of the best ways to make sure you are delivering a high-quality customer experience is to design a solution with your caller in mind. Anticipating caller issues will help you build a solution that more effectively addresses their needs and will help resolve them quickly. If your support line is built around a true understanding of your customers, your support line, and your bottom line, will see the results.

Certain automated call center solutions are designed to help easily create a customer-oriented caller experience. These solutions include IVR options and other intelligent design features that help a customer easily navigate the system, and help the system recognize the caller. For example, the system can recognize the caller based on caller ID and respond in a personalized manner. It is less successful, however, if once transferred to a live agent the agent asks for the same information all over again.

Find out more and learn the rest of the five strategies, download the full white paper today.

Recently, a number of exciting new enhancements were made available to Angel.com customers. Since Angel.com is a fully hosted solution, these updates were made behind-the-scenes and at no additional cost to our customers. These new features include:

NEW international call transfers. Your Angel.com software helps you seamlessly connect your callers to agents in locations around the world, from Spain to South Korea.
Enhanced call screening. Insure your important callers reach your call center agents quickly via voice, touch-tone, or a new auto-accept option. The choice is yours!
Customer-friendly on-hold option. This new feature gives your on-hold customers a reason to smile by allowing them to remove themselves from the hold queue and move to another option in the system.
Flexible data management. New multiple hang up pages and time-stamped delivery help you better categorize and manage incoming information about your calls. Simultaneously store key information to your own database and an Angel.com data file. Instantly track the date and time files were received from Angel.com. It has never been easier to collect, manage, and analyze the call information that matters to you.

Learn more about the release >>
For more information about Angel.com and the benefits to your business, please call us at 888-MyAngel and ask for “Sales.”

Borland Borland Software is an organization that took a proactive approach to delivering world-class customer service in their support center. Borland Software Corporation is the global leader in Software Delivery Optimization (SDO) with over 1,300 employees worldwide and operations in more than 20 countries. Borland has served over 80 percent of global 2000 companies with best-in-class solutions for more than 22 years.

Challenge: Borland relies on its customer support line to provide effective technical support to its global customer base. However, the company had cause for concern when the support center call abandonment rate reached nearly 20% and the average on-hold time increased into the 50 second range.

Solution: Borland implemented a Virtual Call Center solution from Angel.com. Gary Janos, Technical Support Manager, Borland Software, reorganized the support process by implementing a Tier 1/Tier 2 approach that better supported and anticipated customer inquiries. All customer calls now route through Tier 1 using Angel.com; if a customer calls in with a technical problem, they are manually transferred to a Tier 2 agent who is also logged into the Angel.com system.

Results: Janos points out that the switch from the previous solution to Angel.com was executed flawlessly and Borland customers picked up on the positive changes immediately. Most importantly, Janos and Borland put their call center metrics back on track: the company’s call abandonment rate dropped by 67% and Borland’s average speed to answer improved by 44%.

Read the complete customer success story >>

Find out how you can drive results from your call center, speak to an Angel.com sales representative by calling 1-888-MyAngel and asking for “Sales”.

Ask Angel.com

Q: What kind of online support does Angel.com provide for its customers?

A: All kinds! Angel.com provides an online Support Center to all its customers. As part of the Support Center, the Angel.com Knowledge Base includes documentation, tips and techniques, as well as best practice recommendations to help maximize use of the Angel.com solution. Customers can also submit and track support tickets on issues ranging from general support to billing. All online support options are available 24/7!

To find out more about support options available, visit the Support Plans page or contact an Account Executive at 1888-MyAngel and ask for “Sales”.

IVR U Learn the latest tools and techniques available for more effective and customer-friendly IVR and call center management; join us for the IVR University Webinar Series. Typically offered the first Thursday of every month, these FREE, hour-long sessions are designed to help you maximize the use of your Angel.com solution. Don’t miss these upcoming sessions:

How to Deploy a Call Center in 20 Minutes or Less!
Date: Thursday, May 24, 2:00pm EST
Having problems with your current call center hardware or software? Find out how to get rid of it all and get started with a worry-free hosted call center solution Angel.com. Join us to see why other companies, including Borland Software, Salesforce.com and Ambient Devices, switched to Angel.com for their help desk and customer care call center applications. You won’t believe it until you see it… how to deploy a call center in 20 minutes or less. Sign up for How to Deploy a Call Center in 20 Minutes or Less! >>

Introduction to IVR
Date: Thursday June 7, 2:00pm ET
Introduction to the business case for IVR. Discusses key options to consider when planning an IVR implementation, including hosted vs. on-premise, touch-tone vs. speech recognition, and how to organize an effective team. Sign up for Introduction to IVR >>

Site Builder Overview
Date: Thursday July 5, 2:00pm ET
In-depth technical overview of Site Builder, Angel.com's point-and-click toolkit for building IVR, speech recognition, and Virtual Call Center applications (or Voice Sites). The course will cover different aspects of Site Builder, including how to make optimal use of the different Voice Page types, options for customized reporting, and how to build a high quality customer experience through creating effective voice user interfaces. Sign up for Site Builder Overview >>

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