Angel.com Launches Next Generation of Virtual Call Center Solution, VCC'08

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VCC'08 Includes Significant New Features for Managers, Supervisors and Agents

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Angel.com has set the standard in the industry for continuous and customer-focused innovation and product design

Angel.com, a leading provider of on-demand call center and Interactive Voice Response (IVR) solutions, introduced today the latest version of its industry-leading Virtual Call Center solution, VCC'08. Angel.com VCC'08 combines powerful automated call distribution (ACD) and IVR tools into a single, hosted application that allows companies to quickly and effectively address caller needs.

"Angel.com has set the standard in the industry for continuous and customer-focused innovation and product design," said Michael Zirngibl, President and CEO of Angel.com. "VCC'08 confirms our leadership position by using the latest technology and software-as-a-service platform to create a call center solution that combines a user-friendly interface, ease of deployment and wealth of features."

The new VCC'08 solution from Angel.com offers several significant new features for all system users, including agents, supervisors, managers and administrators. Highlights include:

  • Agent Monitor -- VCC'08 provides call center agents unparalleled flexibility and productivity tools to improve performance and help manage the caller experience. Agents can set their status, set away messages that are viewable by supervisors, and screen incoming calls to engage callers they know they can assist. Agents can also view the caller and agent queue, extend call wrap-up times and select pre-approved caller dispositions for better agent-manager communication.
  • Supervisor Monitor -- VCC'08 gives supervisors real-time access to comprehensive call center data selectable on-the-fly, without the need to create reports. Call queue and agent monitoring tools allow supervisors to view calls abandoned, redirected and answered; monitor agent utilization; and access critical call center statistics such as average speed to answer, wait time and more.
  • High-level Management Reporting -- With VCC'08, managers and other key stakeholders have instant access to detailed call activity, call outcome and agent stats at their fingertips to proactively manage the call center. A call drill-down feature provides a step-by-step account of an individual call for the ultimate in call center transparency. Data filters allow managers to analyze calls based on outcome, agent action, dialed numbers and more. Managers can also access filters and stat reports that measure hundreds of key metrics, from average wait time and speed-to-answer to agent actions and skills analysis, providing unparalleled ability to evaluate the entire call center operation.
  • Top-level Administrator Control -- From transferring music and fail destination routing to setting service levels, top-level tools within VCC'08 empower administrators to improve the call experience and customize data collection and reporting for effective management.

A Collaborative Effort
Many of the most powerful and unique features of VCC'08 are the result of significant development collaboration between Angel.com and its customers. As Angel.com set about to redesign and improve its already highly-rated Virtual Call Center solution, existing VCC customers participated in testing to gather first-hand feedback on the features most prized by the solution's day-to-day users. Their suggestions were instrumental in the development of a VCC platform aimed at improving the call experience for caller, agent, manager and company.

"We have been very pleased with how Angel.com's current Virtual Call Center solution has helped optimize our very active support center," said Rodney Edmonds, Help Desk Lead for Unisys. "After test-driving VCC'08, we've seen that Angel.com has made a great product even better. Our service and support operation will remain a competitive advantage for Unisys customers and employees thanks to VCC'08."

Sam Aparicio, Chief Technology Officer for Angel.com, said the company's customers were instrumental in helping Angel.com deliver a world-class product in VCC'08.

"Our customers are among the most respected and innovative companies in their respective industries," said Aparicio. "They recognize how state-of-the-art technology applied properly can improve the satisfaction of both internal and external customers. VCC'08 was developed with their stringent requirements in mind."

About Angel.com
Angel.com is a leading provider of on-demand business voice solutions. The Angel.com solution delivers value to organizations of all sizes to more productively and efficiently address business problems through the power of voice technology. As a fully hosted solution, no investment in hardware, software, or human resources is required, delivering immediate ROI and easing and simplifying deployment of voice applications that meet unique business needs. Angel.com is the only provider to offer a web-based toolkit, Site Builder, that facilitates voice menu design through a simple Internet connection and our innovative technology enables complete integration with databases or CRM tools, enhanced scalability and flexible applications. For more information, visit http://www.angel.com

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Dave Clossey

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