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| Personalized interactive voice response system Angel.com, a leading provider of on- demand call center and Interactive Voice Response (IVR) solutions and a division of MicroStrategy Incorporated, announced today that SunRocket, a leading Internet phone service provider, has selected Angel.com to build and host its voice-automated sales and member services phone application. The solution, which uses personalized IVR to identify caller characteristics and provide fully-automated answers to common requests, is being used to handle service inquiries from all SunRocket customers. Through real-time interaction with SunRocket's customer database, the IVR customizes the call flow for each caller, creating individualized caller experiences for new callers, existing customers, and customers who have recently signed up for service as follows: * For prospective customers calling in for the first time, the system checks for service availability in the caller's area based on the caller ID. Once the system verifies that service is available, it will further qualify the caller by asking whether or not they have broadband access. If the caller is in a SunRocket service area and has broadband access, this high-priority sales call is directed to the SunRocket sales team. * Existing customers are identified by their caller ID and receive a personalized greeting based on data retrieved from SunRocket's CRM database. * Customers who have recently signed up for SunRocket phone service immediately receive the status of the transfer of their home phone number, including the date the transfer is expected to be completed. "By connecting real-time with our customer database, the Angel.com solution allows us to offer a sophisticated, personalized call flow to each SunRocket customer or prospect, " said Toni Boyd, Chief Service Officer of SunRocket. "Providing this type of high-touch customer service is one of the reasons that SunRocket has emerged as a leading provider of Internet phone service." "This is a great example of the future of IVR -- speech recognition and call center technology provided in an on-demand model, combined with real-time access to a customer's CRM system and databases, " said Mike Zirngibl, President of Angel.com. "I commend SunRocket for embracing the concept of personalized IVR to provide a higher level of customer service." write your comments about the article :: © 2005 Networking News :: home page |