SunRocket Taps Angel.com to Deliver Personalized Interactive Voice Response System for Call Center
Leading Internet Phone Service Provider Uses Angel.com to Automate Common Requests and Route Calls to Live Agents
McLean, Va. (November 10, 2005) –
Angel.com, a leading provider of on-demand call center and Interactive Voice Response (IVR) solutions and a division of MicroStrategy® Incorporated (NASDAQ: MSTR), 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:
o 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.
o Existing customers are identified by their caller ID and receive a personalized greeting based on data retrieved from SunRocket’s CRM database.
o 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.”
About SunRocket
Headquartered in Vienna, Virginia, SunRocket, the “no gotcha” phone company, is bringing Internet phone service to mainstream America with the nation’s first full-year, flat-rate home phone package. SunRocket is the only company to offer complete Internet phone service at an all-inclusive, bottom-line annual price of $199, with no hidden charges, termination penalties or “gotchas.” SunRocket makes it easy for households with high-speed Internet access to take advantage of the incredible value and enhanced capabilities of state-of-the-art Internet telephony. For more information about this privately held corporation, see the company’s web site at www.SunRocket.com.
About Angel.com
Angel.com is a leading provider of on-demand call center and Interactive Voice Response (IVR) solutions, which enable organizations of all sizes to quickly deploy powerful telephony applications. More than 1,500 customers turn to Angel.com’s patented Voice Site technology to power customer service and marketing phone numbers using intelligent speech recognition that can automate most phone-based interactions. With an innovative Internet-based solution that requires no investment in hardware, software, or human resources, Angel.com balances the need for high quality communications with affordable pay-as-you-go pricing.
About MicroStrategy
Founded in 1989, MicroStrategy is a global leader in business intelligence (BI) technology. MicroStrategy provides integrated reporting, analysis, and monitoring software that helps leading organizations worldwide make better business decisions every day. Companies choose MicroStrategy for its advanced technical capabilities, sophisticated analytics, and superior data and user scalability. More information about MicroStrategy (NASDAQ: MSTR) is available at www.microstrategy.com.
MicroStrategy, Angel.com are either trademarks or registered trademarks 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.
Mike Sweeney
Angel.com
(703) 770-1352
sweeney@angel.com
Source: MicroStrategy