By empowering customers with self-service tools for basic requests, and empowering call agents with real-time access to accurate customer data, the entire customer experience is improved.
McLean, VA (PRWEB) December 2, 2008
Angel.com, the leading provider of hosted, on-demand call center applications, announced today that it has expanded its SupportbyFone call center integration application with Salesforce CTI, a screen pop utility that provides complete caller information to call center agents.
"Placing complete customer data in front of the right agent at the right time is essential to customer satisfaction," said Michael Zirngibl, president and CEO of Angel.com. "With Salesforce CTI enhancement, our SupportbyFone solution is even more robust by allowing more intelligent call routing and quicker problem resolution."
With Salesforce CTI, a caller's information is presented to the agent prior to the call being routed to that agent. A lead, contact, case, or any other object, including custom objects, can be popped to the agent given information collected by the IVR prior to routing to that agent. Upon end of call, a record is automatically created and logged into Salesforce.com.
Salesforce CTI is the latest component of SupportbyFone, a salesforce.com integration solution that automates phone support functions, such as creating or updating a ticket, getting the status of a ticket, or recording general service alerts to be played to callers. In addition to the instant caller data available through Salesforce CTI, SupportbyFone offers these key features:
o One-click Outbound Calling - Agents can initiate calls directly from salesforce.com using a fully-automated, fully-hosted solution. Call results, details and new case information are automatically logged in salesforce.com, increasing accuracy and enhancing productivity.
o Automatic Call Detail Logging - Inbound and outbound call details are automatically logged into salesforce.com through SupportbyFone. Remote agents and managers have real-time access to a comprehensive reporting Dashboard to analyze caller action requests, call termination types, case details, call load, agent load and more.
o On-Demand Deployment and Access - With Angel.com's web-based SiteBuilder toolkit, users can set-up, deploy and edit a SupportbyFone solution quickly and easily.
"SupportbyFone with Salesforce CTI offers a new level of automation, efficiency and accuracy for even the most sophisticated service and support operations," said Zirngibl. "By empowering customers with self-service tools for basic requests, and empowering call agents with real-time access to accurate customer data, the entire customer experience is improved."
Angel.com is a leading provider of on-demand call center and Interactive Voice Response (IVR) solutions, which enable organizations of all sizes to quickly deploy powerful telephony applications. More than 1,600 customers turn to Angel.com's proprietary Voice Site technology to power customer service and marketing phone numbers using intelligent speech recognition that can automate most phone-based interactions. With an innovative Internet-based solution that requires no investment in hardware, software, or human resources, Angel.com balances the need for high quality communications with affordable pay-as-you-go pricing. For more information, visit http://www.angel.com.