We’ve all heard of Web cookies. They’re very common, have been around for years now, and can be used to achieve many results.  One in particular being personalization - remembering user preferences in anything from shopping carts to news and weather sites. They can even be used to push advertising to a user based on browsing activity.

Much like web cookies are used in websites, Caller ID can be used in IVR to achieve similar results. Again, personalization - offering custom menu options, anticipating why a caller is calling based on selections in previous calls, routing based on the area code, etc. This behavior in Web applications is very common, nearly ubiquitous. But why is it so uncommon in voice applications? Are most IVR designers living in the dark ages? Do they have limited imaginations? Are there too many barriers to adding personalization and their budgets make it prohibitive?

Perhaps the first 2 can’t be helped but the 3rd can. Enter Angel.com. We’ve always had the capability to add personalization to a voice application, using Caller ID as the ‘cookie’, all without any programming necessary. It all comes out of the box using standard Angel Voice Pages. Of course, if you wanted use your CRM data to personalize the caller experience, again, based on Caller ID or any other identifier, we make that pretty simple as well. This is why it’s so easy for us to stand behind our mantra of ‘putting the caller first’ - because we make it exceptionally easy to do so.