Speech Technology Magazine

 

SunRocket Selects Angel.com to Deliver Interactive Voice Response System for Call Center

MCLEAN, Va. - SunRocket, an Internet phone service provider, selected Angel.com to build and host its voice-automated sales and member services phone application.
Posted Nov 1, 2005
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MCLEAN, Va. - SunRocket, an Internet phone service provider, selected Angel.com to build and host its voice-automated sales and member services phone application.  The solution, which uses IVR to identify caller characteristics and provide automated answers to common requests, is being used to handle service inquiries from all SunRocket customers.

Through interaction with SunRocket's customer database, the IVR customizes the call flow for each caller as follows:

  • For prospective customers calling in for the first time, the system checks for service availability in the caller's area based on the caller ID.  Once the system verifies that service is available, it will further qualify the caller by asking whether or not they have broadband access.  If the caller is in a SunRocket service area and has broadband access, this sales call is directed to the SunRocket sales team.
  • Existing customers are identified by their caller ID and receive a personalized greeting based on data retrieved from SunRocket's CRM database.
  • Customers who have recently signed up for SunRocket phone service receive the status of the transfer of their home phone number, including the date the transfer is expected to be completed.

"By connecting real-time with our customer database, the Angel.com solution allows us to offer a sophisticated, personalized call flow to each SunRocket customer or prospect," said Toni Boyd, chief service officer of SunRocket.  "Providing this type of high-touch customer service is one of the reasons that SunRocket has emerged as a leading provider of Internet phone service."

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