Today Angel.com announces a break through in the IVR and Call Center world… embedded business intelligence analytics and reporting for IVR and Call Center Solutions using MicroStrategy.  Angel.com has been working for many months with the goal to not just bring stronger add-on reports to the IVR and call center world, but fully embedded business intelligence analytics built right into our on-demand Site Builder platform.  This capability came out of Beta today.

Dubbed “Caller First Analytics“, Angel.com was working to design a suite of fully customizable reports that enable businesses to deeply analyze their IVR applications with the goal of making the applications better for callers, which in turn has a positive effect on the business’ bottom line.  Participating in the Beta were Angel.com customers such as AstraZeneca, Pfizer, Barnes & Noble and Hughes Networks.  For some of these customers we’ve been able to use Caller First Analytics to address potential issues in the IVR, fix them, and incrementally increase the efficiency of the IVR to the tune of hundreds of thousands of dollars in savings for the business.

“Recently the marketplace has been expressing interest in the merits of integrating business intelligence with IVR,” said Jay Lassman, Research Director at Gartner, Inc.  “This marriage offers the possibility for large enterprises to better analyze and understand customer needs as well as voice call data, which should lead to improved customer satisfaction and business growth.”

Here’s a look at some of the key features Caller First Analytics will give Angel.com customers:

• Voice User Interface Reports. Track hang-ups, visits, time spent on a page, and other indicators of trouble spots in your voice application.
• Application Performance Reports. Measure and track task completion metrics, automation and containment rates, and transferred call statistics.
• Funnel Analysis. View the path callers take through the system and identify entry and exit points, which areas are accessed most frequently, and hang up points.
• Customizable Views. Customize reports by sorting columns, removing columns and filtering data, then save the reports in a “My Reports” folder so they can be accessed later or subscribed to.
• Export and Share. Schedule reports to be delivered via email to all major stake holders, or export reports to Excel for further analysis.
• Historical Reporting. Pull reports based on call parameter to see how your call metrics change over time.

To learn more, visit the Caller First Analytics page on the Angel.com website, and view the Caller First Analytics Overview video.