Borland Software Selects Angel.com’s Virtual Call Center to Improve Call Center Efficiency
Global Software Company Uses Hosted Call Center Solution to Reduce Call Abandonment Rate and Improve Customer Response Time
McLean, Va. (September 20, 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 Borland Software Corporation has deployed the company’s Virtual Call Center solution. Borland chose the Angel.com solution to replace its previous on-premise, hardware-based solution, and will use the Virtual Call Center to manage call screening and routing for the company’s technical support call center.
Angel.com’s Virtual Call Center is a hosted call center solution that combines the call distribution capabilities of an Automatic Call Distribution (ACD) system with the data collection capabilities of a speech-enabled IVR system, all in one easy-to-use web interface. Companies like Borland choose the Angel.com solution to help increase customer satisfaction, reduce call center costs, increase agent productivity and generate additional revenue.
“We looked at three providers of hosted call center solutions and it was very clear that Angel.com offered the best product with the most stability. Most importantly, Angel.com’s intuitive web-based system would allow the Customer Service department to own and maintain the solution,” said Gary Janos, Director of Technical Support at Borland.
During the decision-making process, Borland took advantage of Angel.com’s free trial of the Virtual Call Center product, which allowed the company to build a prototype of its actual call routing scenarios. The solution built by Borland’s technical support team utilizes advanced ACD functionality to handle the initial call routing and agent-to-agent routing, and IVR functionality to screen calls. After only a few months with Angel.com’s solution, Borland was able to put the company’s call center metrics back on track – significantly decreasing call abandonment rates as well as improving response times.
“The Angel.com solution means changes that used to cost me thousands of dollars and weeks to implement can now happen in real-time and without incurring any additional costs,” said Janos. “The people at Angel.com are devoted to the success of the product and extremely willing to help Borland implement a world-class solution. From a services perspective, response times have been fantastic – it’s a welcoming feeling knowing that if I have a problem, the Angel.com team will be there to help.”
“When Borland approached us, they were looking for a solution which offered world-class reliability, required minimal maintenance, and provided a short learning curve,” said Mike Zirngibl, President and CEO of Angel.com. “We were able to satisfy those requirements and get Borland up-and-running in just a few weeks, further proving that Angel.com’s innovative approach can result in instant cost savings and gains in productivity.”
About Borland
Founded in 1983, Borland Software Corporation (NASDAQ: BORL) is the global leader in platform independent solutions for Software Delivery Optimization. The company provides the software and services that align the people, process, and technology required to maximize the business value of software. To learn more about delivering quality software, on time and within budget, visit http://www.borland.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, Voice Sites 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