Angel.Com Releases 'Virtual Call Center'

MCLEAN, Va. - Angel.com launched "Virtual Call Center," a new hosted call center management offering that combines the Angel.com's Interactive Voice Response (IVR) solutions with Web-based Automatic Call Distribution (ACD).

Virtual Call Center is a hosted call center management solution that combines the call distribution capabilities of an ACD system with the data collection and automation power of speech recognition. These capabilities are all contained in Angel.com Site Builder 2005. The solution is managed through a Web browser.

Several enterprise customers have already begun implementation of Virtual Call Center, including Sky High Speed and Moftware. Sky High Speed uses Virtual Call Center in its Network Operations Center to provide 24/7 hospitality guest technical support. For Moftware, Virtual Call Center has already allowed the company to respond to customer inquiries around the clock in its 16 live call center agents.

"Angel.com's Virtual Call Center is the most cost-effective call center solution in the market," said Moftware CEO Pinakin Dinesh. "Our biggest problem was that our call center was not available 24-hours-per-day and we received many calls during off hours related to order tracking. With Virtual Call Center, that problem is solved. In addition, the call queuing feature is the best I have seen; it will dramatically improve our call center efficiency and productivity."

The Angel.com hosted model, combined with Angel.com's Site Builder toolkit and speech technology offer:

  • Call Routing and Queuing - Agent addition/deletion options; customizable on-hold music and wait prompts; call screening options to provide information to agents; route calls to any number; unlimited call queues.
  • Integrated IVR - Speech recognition technology captures caller data for agent use; packaged applications available for pre-agent/post-agent interaction; integrates with existing Web applications.
  • Call Reporting and Monitoring - Web-based administration; managers can view call load and agent activity; usage reports allow for current/historical metrics tracking.
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