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Angel.com's Virtual Call Center Now Used by Ambient Devices
Angel.com, a leading provider of on-demand call center and Interactive Voice Response (IVR) solutions and a division of MicroStrategy(R) Incorporated , today announced that consumer products manufacturer Ambient Devices has selected Angel.com for a Virtual Call Center to manage customer support and new orders for its growing line of innovative products.
Ambient Devices, maker of the popular Brookstone 5-Day Wireless Weather Forecaster, the Ambient Orb and other devices that make Internet information available on everyday objects, turned to Angel.com for a new IVR solution to route and monitor calls, and answer basic customer queries. Using Angel.
For customers, the solution provides a streamlined method to order products and receive basic technical support and advanced personalization options. Supported products include the 5-Day Weather Forecaster, a post-it sized device that automatically receives real-time weather information from AccuWeather.com.
Prior to the Angel.com Virtual Call Center, Ambient Devices used a customer support line that lacked both interactivity and an advanced queue process. The new IVR solution -- created in less than a week and rolled out to support the 2006 holiday season and beyond -- has decreased wait times and freed agents to spend valuable time working with consumers to order products or receive more advanced technical support.
"Using the Angel.com system, our customers can now have basic questions answered in an automated way without delay, and in the process we have gained a better understanding of their needs," said Pritesh Gandhi, Ambient Devices Vice President of Operations. "We are really impressed with the ease of use of the tools and pleased that we could create a new system that interacts seamlessly with our data."
In addition to the benefits of a more efficient support line, the Angel.com Virtual Call Center added immediate value by incorporating an automated product order and payment line -- tasks previously handled by live agents.
"This is a great example of an effective IVR solution," said Angel.com CEO Michael Zirngibl. "Ambient Devices' customers benefit from an effective, streamlined process, and the company benefits by having happier customers, reduced hold times, and a new and growing set of data to analyze and leverage."
