IVR and Call Center Webinars

Live Webinars

Offered online, these FREE courses are designed to give you the knowledge you need to build, deploy and manage an Angel.com IVR solution, and how to get the most from it. Sign up today.

How to Phone-Enable Parature

Wednesday, July 30th
2:00pm EST
Presented by: Josh Abich, Sr. Account Executive, Angel.com; Heather Pertel, Channel Manager, Parature
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Business pressures demand that you meet the high expectations of your customers by delivering first class 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.

We invite you to discover how this integrated phone support channel can improve the productivity of your support team through better agent utilization, shorter call times and reduced costs.

• 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
• Enhance the caller experience with phone self-service
• Fast, easy implementation with out-of-the-box call workflow, SLA and ticket integration
• Easily report on support activity across all support channels, including IVR, direct phone calls and tickets
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Webinar Archive

Did you miss one of our past live webinars? Or want to learn more about Angel.com and what we can do for your business? View one of our previously recorded webinars here.

NEW! 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, 9-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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NEW! 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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Driving Quality, Not Costs: Customer Service Success Strategies for Retail
As a small to medium-sized retailer, you know that providing high quality customer service can separate you from the competition. However, building, managing and maintaining a productive customer care center to handle customer inquiries does not come cheap. So, how can you maximize service and agent productivity while at the same time minimize customer care costs? Find out how you can easily integrate your web-based order management functions with automated IVR and call center solutions.
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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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