Borland Software Selects Angel.com's Virtual Call Center
MCLEAN, Va. - Borland Software Corporation has deployed Angel.coms Virtual Call Center solution. Borland chose the Angel.com solution to replace its previous on-premise, hardware-based solution and will use the Virtual Call Center to manage call screening and routing for the company's technical support call center.
Angel.com's Virtual Call Center is a hosted call center solution that combines the call distribution capabilities of an Automatic Call Distribution (ACD) system with the data collection capabilities of a speech-enabled IVR system in a Web interface.
"We looked at three providers of hosted call center solutions and it was very clear that Angel.com offered the best product with the most stability. Most importantly, Angel.com's intuitive web-based system would allow the Customer Service department to own and maintain the solution," said Gary Janos, director of technical support at Borland.
During the decision-making process, Borland took advantage of Angel.com's free trial of the Virtual Call Center product, which allowed the company to build a prototype of its actual call routing scenarios. The solution built by Borland's technical support team utilizes ACD functionality to handle the initial call routing and agent-to-agent routing, and IVR functionality to screen calls.
"The Angel.com solution means changes that used to cost me thousands of dollars and weeks to implement can now happen in real-time and without incurring any additional costs," said Janos. "The people at Angel.com are devoted to the success of the product and extremely willing to help Borland implement a world-class solution. From a services perspective, response times have been fantastic - it's a welcoming feeling knowing that if I have a problem, the Angel.com team will be there to help."