VIENNA, VA -- (Marketwire) -- 06/05/12 -- Angel, a leading provider of enterprise-focused, cloud-based Customer Experience Management (CEM) solutions and division of MicroStrategy® Incorporated (NASDAQ: MSTR), today unveiled the Angel Caller First Analytics(1)(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 gives enterprise employees the flexibility to 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. With this level of data available on the iPad, enterprises can view their core call metrics anywhere, make more informed business decisions and allocate resources accordingly.
"Customer satisfaction is often the key differentiator that sets a business apart from its competitors," said Dave Rennyson, president of Angel. "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."
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, Mobile for MicroStrategy.
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.
For more information on Angel, please visit: http://www.angel.com/.
Angel is a leading provider of enterprise cloud-based customer engagement management solutions, including Caller First focused Interactive Voice Response (IVR) and Contact Center solutions. These solutions enable enterprise organizations to quickly deploy voice, SMS, chat and business intelligence (BI) applications. More than 1,000 customers worldwide turn to Angel's proprietary customer engagement technology to power customer experience, marketing and sales needs. Angel's solutions are built on an on-demand, software-as-a-service (SaaS) platform and require no investment in hardware, software, or human resources, balancing the need for high quality communications with affordable pay-as-you-go pricing. http://www.angel.com/products/inbound-ivr.php
Founded in 1989, MicroStrategy is a leading provider of enterprise software platforms for business intelligence (BI), mobile intelligence, and social intelligence applications. MicroStrategy's BI platform enables leading organizations worldwide to analyze the vast amounts of data stored across their enterprises to make better business decisions. Companies choose MicroStrategy BI for its ease-of-use, sophisticated analytics, and superior data and user scalability. MicroStrategy's mobile intelligence platform helps companies and organizations build, deploy, and maintain mobile apps across a range of solutions by embedding intelligence, transactions, and multimedia into apps. MicroStrategy's social intelligence platform includes a number of applications that help enterprises harness the power of social networks for marketing and e-commerce, as well as a suite of free consumer friendly apps that use MicroStrategy's enterprise technologies. The MicroStrategy Cloud offering combines MicroStrategy and third-party software, hardware, and services to enable rapid, cost-effective development of hosted BI, mobile, and social applications. To learn more about MicroStrategy (NASDAQ: MSTR), visit www.microstrategy.com and follow us on Facebook and Twitter.
(1)Caller First is a registered trademark of Angel.com, Inc. MicroStrategy is a registered trademark of MicroStrategy Incorporated in the United States and certain other countries. Other product and company names mentioned herein may be the trademarks of their respective owners.