Angel, a provider of enterprise-focused, cloud-based customer experience management (CEM) solutions and a division of MicroStrategy, today unveiled the Angel Caller First Analytics (CFA) App for the iPad and expanded its business intelligence reporting suite with a map dashboard.
With the Angel Mobile CFA App and additional reporting capabilities, users can view customer call data on-the-go, arming enterprises with the best available data to enhance customer interactions and improve the customer experience.
Angel's Caller First Analytics are embedded into Angel's cloud-based interactive voice response technology and virtual call center solutions, enabling businesses to not only evaluate the effectiveness of their voice applications, but also obtain a comprehensive view of customer behaviors and attitudes.
The Angel Mobile CFA app's on-demand business intelligence IVR analytics offering lets enterprise employees access valuable customer call data on-the-go. Employees can customize the app to see how voice applications are used, identify any application performance issues, and drill-down to the individual call recording level to listen to a specific customer's interaction. Enterprises can make iterative changes and data-driven decisions to improve the customer experience, regardless of their location.
In addition to helping enterprises identify application performance issues and improve the customer experience, the Angel Mobile CFA app provides users with personalized dashboards and reports that contain both historical and current data to evaluate and analyze how customers interact with the Angel IVR. Employees gain immediate access to call performance and volume reports, can measure and track call statistics, view the path callers take through the IVR system, identify potential trouble spots through data visualization, and share these results for additional analysis.
"Customer satisfaction is often the key differentiator that sets a business apart from its competitors," said Dave Rennyson, president of Angel, in a statement. "With Angel's Mobile CFA app, employees not only gain access to valuable customer data from any location, but also are able to analyze and understand what it means for their business. This level of insight, paired with Angel’s new map dashboard, allows enterprises to just make better business decisions and truly put the caller first."p>
Additionally, Angel's CFA analytics suite now includes a map dashboard, enabling users to view and compare how call volume and containment rates differ from the city and state from which the calls were placed. MicroStrategy's Google Maps integration powers Angel's new map dashboard and allows customers to measure call containment using business intelligence solutions and assess the effectiveness and performance of their voice applications. For example, being able to visualize the differences in call volume and quality can help businesses identify opportunities to save time, deploy the appropriate resources based on location and enhance customer satisfaction.
"The most effective mobile and business intelligence strategies are ones that directly drive business and customer value, and that's exactly what's at the heart of Angel's Mobile CFA app and map dashboard," said Dan Kerzner, senior vice president of mobile at MicroStrategy, in the statement.
The Angel Mobile CFA app is available to download from the Apple AppStore and works immediately for current Angel CFA customers by simply entering Angel account credentials. Angel's new map dashboard will automatically be integrated into customers' current Angel CFA suite.