Angel, a provider of enterprise-focused, cloud-based customer experience management solutions, has integrated location services from TechnoCom into its cloud-based Customer Experience Platform and interactive voice response (IVR) technology. With this integration, organizations can automatically leverage location-smart technology across landline and mobile phones and gain real-time visibility into a customer's location.
The new solution leverages TechnoCom's Location Platform and LocationSmart services to provide businesses cloud-based, cross-carrier access to mobile and landline devices, without the need for a separate mobile application or special phone. With this device agnostic, location-driven functionality, organizations can direct inbound calls based on location to the appropriate resource. For example, operators can determine a caller's location by the address, nearest intersection, or nearby landmark. By eliminating the time and potential human error involved with determining a customer's exact location, businesses can save time and improve customer satisfaction by immediately deploying the appropriate resources and following up with necessary information.
"A customer's experience should be a company's ultimate priority; however, too many organizations are content with taking a passive approach to their customer care," said Don Keane, vice president of marketing at Angel. "By integrating location services with our IVR technology, organizations can build a proactive customer care strategy that incorporates real-time information, such as a caller's location and whether the call is from a cell phone, all while reducing costs and optimizing resources. This technology can quickly ease everything from ordering a pizza to tracking the statuses of field employees to marketing to consumers when close to a retail location."
With Angel's IVR technology paired with location services, businesses can not only determine a caller's location both in-call and out-of-call, but can also engage in two-way SMS messaging with the customer, giving the caller another channel of communication. As this solution operates without the need to install an independent mobile application, mobile customers are given the opportunity to opt-in to the location intelligence service.
"Using real-time location intelligence, businesses can provide the best possible customer experience," Keane said. "When it comes to customer care, companies have a small fraction of time to obtain all the necessary information to provide exceptional service. With location-smart technology, businesses can gain immediate location insight, enhance customer communications and strengthen customer loyalty."
"Exposing new enterprise efficiencies in collaboration with Angel provides callers access to secure and immediate location across all device types, something not possible until recently," said Mario Proietti, CEO of TechnoCom. "Angel continues to lead the hosted IVR segment by making the needs and productivity of their customers paramount."