SupportByFone with CTI by Angel.com 
SupportByFone with CTI by Angel.com brings the power of salesforce.com's Service
and Support offering to the telephone. With SupportByFone, you can provide seamless CTI 'screen-pop' functionality to your agents. Additionally, callers
are no longer forced to wait on hold to report or check on a case. Callers
are connected to SupportByFone where they can check the status of a case,
open a new case, update a case description or transfer to a live agent.
Highlights:
- CTI 'screen-pop' functionality for your agents
- Instant access to case status
- Easy to deploy and manage via Angel.com’s web-based Site Builder toolkit
- Includes call queuing, call whispering, call recording, and post-call customer satisfaction surveys
- Instant access to your call queue monitor to see live call load and agent availability.
- Seamless integration with your salesforce.com application
Through the CTI integration, when a caller calls in, their caller ID is matched to a lead or contact record in salesforce.com. Then, that lead or contact record is 'popped' onto the agent's desktop within salesforce.com, allowing the agent to see the caller's history as well as any information collected in the front-end IVR portion of the call.
SupportByFone's automation suite personlizes the interaction with callers by taking into account their previous case activities. Callers who just opened a case, for instance, are presented with the status of that case upfront and given the option to re-open or update that case, or transfer to an agent.
Key Benefits
- On-demand access: Get complete access through the web to your entire voice application with Angel.com’s Site Builder tool-kit. The intuitive and easy-to-use application enables you to set up, edit and maintain your system quickly and easily , at no additional cost.
- Fully Customizable Solution: Turn on/off system functionality through the web and phone, such as call queuing, recording or call whispering. Implement a post-call satisfaction survey as needed.
- Real-time reporting: Shows a log of updated info in your salesforce.com account detailing caller action requests and call termination types. Dashboards gives you a graphic view of caller action requests, call termination types, survey results and case details.
Getting Started With SupportByFone's Free 30-Day Trial
You must have a Salesforce.com account to try SupportByFone.
- Simply click on the 'get it now' button on the AppExchange SupportByFone webpage to start your free trial.
- Once you have imported SupportByFone into your Salesforce.com account, contact us and we will fully enable your application in a matter of minutes. Call us at 877-SFBYFONE (732-9366) and say, “SupportByFone”, visit SupportByFone.com or email us at salesforce@angel.com.
- Download the SupportByFone Datasheet (PDF 82KB)
- For more on phone surveys, contact us
