Angel On My iPad

Cloud-based contact center solutions provider Angel has announed an app for iOS and Android-based devices to help customers mobilize their workforce.

Angel Mobile provides the features of the Angel 4 Customer Experience Platform through a mobile interface, enabling call center supervisors to perform their tasks from any location. Users can monitor phone calls, see how many and which customers are in the queue and coach agents using the app.

The Angel 4 Customer Experience Platform is a call center solution that enables agents and customers to communicate via multiple forms including SMS, chat and voice, and also incorporates voice biometrics to improve customer interaction.

Our customers were asking for a solution this,” said Don Keane, vice president of marketing and product at Angel. You pretty much have to be living under a rock not to see the explosion of smartphones, and were seeing that penetration now into the enterprise space. Because Angel 4 Customer Experience is multiplatform, it made sense that mobility would be part of it.”

Features slated to be included in Angel Mobile are Multi-Modal IVR, which provides the ability for the user and the system to communicate via multiple ways such as speaking or typing in commands and hearing or viewing responses; Mobile Business Analytics, which enables access to Angels business intelligence analytics for voice applications including application performance and call data; Mobile Call Center, which provides mobile access to Angels SaaS platform for creating, managing and deploying call centers; and custom mobile solutions, which gives users access to Angel developers to create applications customized for their business need that can be run on the iPhone, iPad or Android device.

Mobile IVR is expected to be available in early 2011. Mobile Call Center is in closed beta until Q1 2011, Keane said, while Mobile Business Analytics and custom app development are in the alpha stages.

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