IVR and Call Center Webinars 
On-Demand Webinars - Best Practices in IVR and Call Center Design and Maintenance
Learn best practices in IVR and call center design and maintenance. Our on-demand webinars are ready for viewing when your schedule permits.
NEW! Caller Bill of Rights: How to Put Your Callers First When Designing a Voice Solution
The Caller FirstSM Bill of Rights is not a hard and fast list of “VUI standards,” but rather a list of what should become “caller expectations” from a well-designed IVR application. Call Center professionals looking to implement new IVR applications, business executives looking to assess the effectiveness of their current automation, and VUI designers who create IVR applications will all benefit from Angel.com’s thoughtful assessment of what callers should be able to count on from a true Caller FirstSM IVR application. Presented by Mike Ahnemann, Principal VUI Designer, Angel.com.
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Earning Raves for your IVR: Best Practices in VUI Design and Building a World-Class Voice Application
"How can we design an IVR system that our customers will actually use?" Providers of speech-enabled IVR systems are asked this question on a daily basis. Some joke that they even hear IVR systems in their sleep! Technology exists to build IVR systems that are fast, easy to deploy, and make the end user’s call experience accurate and enjoyable. In this webinar, Mike Ahnemann, 10-year veteran of speech-recognition application design and the Principal VUI Designer at Angel.com, discusses best practices and practical considerations every business should ask as they design and build a voice application.
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Putting the Caller First: How Trimble Navigation Provides World-Class Customer Service
Anyone who has used an IVR understands the common frustrations: listening to never-ending menu options; having to repeat information multiple times within the application; not given the option to reach a person when needed. It seems well-developed, intuitive, user-friendly IVR systems may be the exception rather than the norm. From streamlined menu options to easy access to a live agent, this session highlights how Trimble Navigation has embraced caller first principles to drive operational success.
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Driving Quality, Not Costs with Voice Automation - Featuring Angel.com Customer Cosi
This webinar is focused around an Angel.com customer, Cosi, and their use of IVR for HR applications. For many, voice applications have provided an efficient and cost-effective way to enhance customer service, reduce operational costs, and even increase bottom-line results.
Join Angel.com and Susan Sterling, Manager, Compensation & Benefits for Cosi, to learn how an organization with more 100 restaurants in 16 states benefited from automated voice solutions. Find out how Cosi has leveraged the benefits of IVR technology to provide world-class service to its employees as well as reduce costs, increase employee productivity and maintain company growth.
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Business View Point: Hosted Speech Solutions Roundtable Discussion
In today’s challenging economic climate, hosted speech solutions have become an integral part of many companies’ customer interaction strategies. Listen in on this roundtable event, hosted by Speech Technology magazine, where we’ll discuss hosted speech solutions. Mike Ahnemann, Principal VUI Designer at Angel.com, will go head-to-head with other hosted providers on the topics of different hosted models, benefits to customers, value-added services, and much more.
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How to Phone-Enable Parature for Service and Support
With the power of Angel.com and Parature Customer Service software you can enhance your customers' experience, enabling them to proactively manage their accounts via phone self-service. Learn how to shorten issue resolution time by routing entitled calls to available representatives, enforce phone-based Service Level Agreements by automatically verifying support plans and deflecting non-entitled callers, easily report on support activity across all support channels, including IVR, direct phone calls and tickets, and more. View webinar now >>
Putting the Caller First: IVR & VUI Design That Enhances The Customer Experience
Imagine a world in which the main goal of an IVR system is to help callers, even if that means sending them straight to a representative. Sound far-fetched? New developments in IVR technology and lower cost of ownership allow vast improvements in our attitudes towards automated systems, and make it more and more possible to focus on the customer experience and improve your business productivity. Mike Ahnemann, 10-year veteran of speech-recognition application design and the Principal VUI Designer at Angel.com, discusses best practices and the fundamental questions every IVR designer should ask when designing a voice application.
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Voice-Enabling Salesforce.com with SalesByFone
Learn how to access and update your salesforce.com CRM solution by voice – no laptop, PDA or internet access required, all you need is a phone. Angel.com's latest salesforce.com IVR integration, SalesByFone, makes it possible to access, update, and manage key prospect information directly in salesforce.com
through voice commands. View the webinar to learn how to record your impressions about a just-completed meeting, set a follow-up
task, or connect directly to contacts.
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How to Build a Virtual Call Center in 20 Minutes or Less
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 from Angel.com in 20 less than 20 minutes. 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.
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How Princeton University Utilizes New Call Center Technology
Join Jennifer Whiting, Customer Service Manager for Princeton University and discover how one of the world’s leading academic institutions has leveraged today’s technologies to provide world-class support to its facilities and staff. Highlights include integrating IVR to enhance call center efficiency, managing at-home agents to maximize productivity, and tracking agent and staff activities.
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Site Builder Overview
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). Covers different aspects of Site Builder, including how to make optimal use of the different Voice Page types, options for customized reporting, and how to delight callers through creating effective voice user interfaces.
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How to Phone-Enable Salesforce.com
Learn how to extend the power of salesforce.com to the phone. During the webinar we will discuss four of Angel.com’s Appexchange deployments – SupportByFone, LeadByFone, SurveyByFone and RecordByFone – as well as how to develop custom applications to meet the specific needs of your business.
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Introduction to IVR
Introduction to the business case for IVR. We give you the best-practice guidelines for designing a customer-friendly IVR or call center application. Discusses key options to consider when planning an IVR implementation, including hosted vs. on-premises, touch-tone vs. speech recognition, how to organize an effective team, and measuring the success of your IVR solution.
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Name & Address Capture Overview
Learn about Angel.com’s Name & Address Capture functionality – the easiest way to capture customer and lead data automatically. The overview includes use cases and benefits, as well as how to set up and manage the three Voice Pages that come with Name & Address Capture.
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How Data & Logic Pages Work
A comprehensive guide to setting up an IVR using Angel.com's data capture and logic capabilities. Data and logic pages are the core to extremely robust and interactive IVR and call center solutions. Data pages allow you to seamlessly collect data from, or push data to, your in-house database to personalize caller interaction. Logic pages allow you to construct if/then statements to direct callers based on caller responses.
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