Caller First Analytics Overview

 Caller First Analytics Product Tour

 Caller First Analytics Datasheet (PDF)

 Caller First Analytics Press Release

An industry first, Angel.com delivers embedded, drill-down Business Intelligence reporting to the phone. At the core of all business decisions is the need to analyze and understand data. Gaining insight into key business applications such as an IVR or Call Center solution allows you to make better business decisions on one of the more prevelant business/customer touch points. Through Caller First Analytics, Angel.com gives business-centric analysis of call data with increased insight into the performance of voice applications. Utilizing MicroStrategy Business Intelligence software, Angel.com gives you detailed reporting of application performance, call data, Voice User Interface elements, and more.

A fully on-demand solution, no investment in hardware, software, or human resources is required. Caller First Analytics is integrated directly into Angel.com’s online Site Builder interface helping enterprise organizations realize immediate and long term ROI. Angel.com’s innovative technology also enables complete integration with databases or CRM tools, allowing for enhanced, cross-functional reporting.

Caller First Analytics Key Benefits:

When implementing IVR and Call Center solutions, businesses should always keep in mind to put the Caller FirstSM. Angel.com’s goal through Caller First Analytics is to help companies understand their current application and allow businesses to analyze this data to make iterative changes which enhance the caller experience to the benefit of the business goals.

Angel.com’s Caller First Analytics allows you to:

• Increase customer satisfaction. Gain deep insight into how your voice application is being used and utilize this information to
  iteratively improve the application to give your customers the best caller experience.
  
• Detect application performance issues through a funnel view. Drill down to calls and recordings. Find out where callers are
  dropping off in an IVR system and quickly make positive changes to the call flow.
• Increase containment. Identify what your customers are commonly calling about and address those issues more proactively
  through automation, effectively reducing the load on live agents and increasing customer satisfaction by addressing caller needs quickly.
• Meet and exceed SLAs. View a dashboard of all core call metrics, including total calls by time-of-day and average call duration, allowing you to structure agent scheduling accordingly.

Caller First Analytics Key Features

• Voice User Interface Reports. Track hang-ups, visits, time spent on a page, and other indicators of trouble spots in your voice application.
• Application Performance Reports. Measure and track task completion metrics, automation and containment rates, and transferred call statistics.
• Funnel Analysis. View the path callers take through the system and identify entry and exit points, which areas are accessed
  most frequently, and hang up points.
• Customizable Views. Customize reports by sorting columns, removing columns and filtering data, then save the reports in a “My Reports” folder so they can be accessed later or subscribed to.
• Export and Share. Schedule reports to be delivered via email to all major stake holders, or export reports to Excel for further analysis.
• Historical Reporting. Pull reports based on call parameter to see how your call metrics change over time.
  Anywhere Access. Angel.com is on-demand and all reports can be accessed online wherever there is an internet connection.