SaaS: Angel.com Powers Qwest’s IVR on Demand
Qwest Communications will leverage SaaS technology from Angel.com to power the new IVR (interactive voice response) on demand cloud-based component of its Qwest iQ Contact Center call center suite. Here’s the scoop.
“Just as no serious brand would consider using old frame-based, basic HTML web sites, no serious brand today can get away with non-intelligent automated voice that can’t treat them more like people,” says an Angel.com spokesperson.
The Qwest iQ On Demand IVR service, as they’re calling it, is a portal-based development tool designed to help customers leverage existing business data and create new cloud voice applications simply and affordably, according to the press release.
The iQ on Demand IVR platform itself supports voice mail, speech recognition, call recording, reporting and analytics. Moreover, Qwest says the customer’s IVR will able to integrate with other applications – for example sales or customer service – to further enhance the caller’s experience.
It’s an interesting solution, leveraging the benefits of the cloud, the benefits of VoIP, and the benefits of integrated platforms into one package. We’ll be keeping an eye on Angel.com and their SaaS call center solutions going forward.