Angel.com announces Virtual Call Center, combines ACD/speech recognition.Angel.com a provider of Web-based, advanced telephony Meaning "sound over distance," it refers to electronically transmitting the human voice. In the beginning, telephony dealt only with analog signals in the circuit-switched networks of the telephone companies. solutions and a division of MicroStrategy Inc., has announced the launch and general availability of Virtual Call Center, a new hosted call center management solution that combines the call distribution capabilities of an ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. system with the data collection and automation power of speech recognition. These capabilities are all contained in one interface, Angel.com Site Builder 2005. [ILLUSTRATION OMITTED] The solution is managed entirely through a Web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. to allow for rapid deployment, significant management flexibility, real-time monitoring and reporting tools and zero investment in new hardware or software. The Angel.com hosted model, combined with Angel.com's Site Builder toolkit and speech technology, is intended to make Virtual Call Center a cost-effective alternative for enterprises considering an ACD system and related hardware and support costs. Virtual Call Center includes the following features: call routing and queuing The process of lining up events in the order you want them processed. Whether it refers to packets in an IP network that search for the most optimal path to their destination, or telephone callers sitting in a "hold queue" waiting to be answered, queuing means the same thing: deciding on , integrated IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. , call reporting and monitoring, and scalability and reliability. www.angel.com www.microstrategy.com |
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