• December 11, 2012
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Angel Releases Cloud CTI Adaptor for Salesforce

Angel, a provider of cloud-based customer experience solutions, today introduced the Angel Cloud CTI Adaptor to provide businesses with a real-time view into each customer interaction. The adapter plugs directly into Salesforce.com's CRM products for sales, marketing, and customer service

By deploying a screen pop of customer information embedded within Salesforce.com when a customer calls the organization, the Angel Cloud CTI Adaptor gives a comprehensive view of the customer, including product history, preferences, and past conversations. With every customer interaction now immediately integrated into Salesforce, there is one customer data source that arms business users with the most up-to-date information to quickly make data-driven customer management decisions and improve the customer experience.

The adapter also contains plug-ins for sales and marketing activities like lead capture.

The Cloud CTI Adaptor is currently available through the Salesforce.com App Exchange. 

"With Angel being a cloud-based, on-demand solutions company, the moment that Salesforce.com opened its [application programming interface] to us, we were excited to begin building on it," says Kelly Weinhold, product strategist at Angel.

"Customer experience is quickly becoming biggest market differentiator for businesses, and we expect that it will only continue to grow in importance," said Dave Rennyson, president of Angel, in a statement. "Integrating Angel's Cloud CTI Adaptor creates a new level of customer transparency that empowers each business user to have an interaction that improves the customer relationship and their loyalty to the organization. This advanced understanding of the customer immediately enables more valuable customer support and a more personalized customer experience."

Angel's Cloud CTI Adaptor is a turnkey, Web-based solution that is compatible with multiple operating systems and browsers and removes the need for a software-based adaptor. It enables business users to design, deploy, and manage a customer experience solution specifically customized to their organizations' and customers' needs. Additionally, the Angel's Cloud CTI Adaptor is also integrated with Angel's cloud-based Virtual Call Center, enabling a secure and seamless data transmission from the IVR to the Cloud CTI Adaptor within Salesforce.

"All the user needs is a Web browser," Weinhold states.

Angel, she adds, "can integrate with a lot of CRM providers, but as of today, Salesforce is the only one to give us the toolkit to deploy it in the cloud."

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