Angel,
a provider of on-demand, cloud-based customer-engagement services, introduced
its Angel 4 Customer Experience
Platform for call centers. The technology features unified
multichannel/multimodal communication options such as SMS (Short Message
Service), chat, e-mail, voice biometrics and mobile management.
The
SAAS (software-as-a-service) platform enables organizations to quickly deploy
enterprise-level telephony applications. Health care providers can access the
IVR (interactive voice response) service in the cloud via smartphone.
The
SAAS service is used by pharmaceutical companies such as Pfizer and AstraZeneca,
along with financial services companies like Bank of America and retail chains
such as Barnes & Noble and Best Buy.
According
to Angel, the service is on-demand, so companies won't have to purchase
hardware or software, or invest in staffing to operate it. The cloud setup will
also save customers time in automating the multichannel communications, the
company said.
To
use the service, doctors can dial in and order a biometric voice print, Dave
Toliver, director of marketing, told eWEEK. Once their voices are
authenticated, they can order drug samples without having to talk to a live
agent. "It authenticates them in a secure way and creates a legally
binding signature for the entire process," Toliver said.
The
cloud-based platform is part of Angel's Caller First initiative to improve the
caller experience. According to Toliver, when new customers call in, sales reps
will be able to take doctor or patient information in an automated fashion, so
going to the doctor's office to take orders will no longer be necessary.
In
addition, the voice-response system will allow doctors to monitor patients more
closely. Patients will be able to call in vital data such as glucose numbers at
designated times to be retrieved by a physician, Don Keane, vice president of
marketing, told eWEEK.
Patients
can also receive alerts via e-mail or SMS.
The
company plans to introduce an iPad version in about six months, Keane said.
Angel
launched the Customer Experience Platform Aug. 2 at the SpeechTek conference in
New York City.
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