SAN FRANCISCO (DreamForce 2011) – Angel, a provider of enterprise-focused, cloud-based customer experience management solutions, has released its Angel Contact Center on the Salesforce.com AppExchange.
Built using Force.com, salesforce.com's social enterprise platform for employee apps, the Angel Contact Center enhances Angel's interactive voice response (IVR) and virtual call center technology.
Leveraging the AppExchange provides a simplified deployment for organizations that want to implement cloud-based voice solutions and improve the customer experience.
Angel Contact Center includes Angel's SupportByFone, SurveyByFone, and LeadByFone. SupportByFone integrates with Salesforce, extends customer support applications to the telephone, and provides centralized access to all support automation functions, including Web, email, and phone. With Angel's SurveyByFone, businesses can deploy a speech-enabled IVR solution that allows customers to create and manage automated customer satisfaction phone surveys. LeadByFone is a speech-enabled IVR offering that enables users to automatically capture the names and addresses of callers and place them into a Salesforce account for retrieval and real-time analysis.
"Today’s businesses not only need flexible applications, they need applications they can also build and scale immediately," said Dave Rennyson, president of Angel, in a statement. "By combining the security and reliability of Force.com with Angel's on-demand voice solutions, businesses can create applications that improve their customer interactions, at lower upfront and ongoing costs."
The release of Angel's Contact Center to the AppExchange follows a release earlier this year of Voice for Chatter, a voice-enablement for Salesforce's Chatter social media platform, which has "gotten a very good reaction" from Salesforce.com users, according to Don Keane, vice president of marketing at Angel.
The company is also rolling out Voice Secure for Salesforce, which allows users to sign a contract with voice using Angel's voice biometrics solution.