Angel Inc. has launched a closed beta of its cloud-basedvirtual call centre management app for Apple iOS4 and Google Android devices.
The Vienna, Va.-based firm, whichoperates as a subsidiary of business intelligence software maker MicroStrategy Inc.,said the new app is geared toward both call centre supervisors and agentslooking to manage their call traffic.
For supervisors, the app will allow users to keep tabs on theiremployees’ call queues, determine the average length of time per call, listento call recordings, and send notes to agents who might need coaching. Callcentre agents can use the app to see any metrics and historical data tied totheir account.
“Some call centres are absolutely massive, so having theability to move around the call centre and still be completely in touch ishuge,” said Don Keane, director of product marketing for Angel.
Keane added that because everything is cloud-based, usersonly need to download the app through their Apple or Android-based devices toget up and running.
The virtual call centre app is just the first of severalscheduled apps the company plans to release as part of its Angel Mobile line.
Next year, Angel plans to release a mobile interactive voiceresponse app that can be customized to meet the needs of various industryverticals.
For example, Keane said the company has been working with alarge pharmaceutical firm that wants to make it easier for doctors to securelyorder drug samples via an automated voice system.
“We’ve come up with an app that allows doctors to order thesamples through the app and then authenticate themselves through voicebiometrics,” he said. “This is where mobile apps are headed.”
The company said the entire set of Angel Mobile branded appswill be part of its Angel 4 Customer Experience Platform, a customer engagementand communications platform the firm released in August.
The beta release comes just a month after an IDC Canada Ltd.study that suggested enterprise adoption of tablet devices has been higher thanexpected.
“We were surprised by the adoption of tablets this year,”said Krista Napier, senior analyst of Canadian emerging technology and digitalmedia at IDC Canada. “Hospitals, as well as some energy companies, areequipping their fleets of staff with them.”
“SAP even equipped their C-level execs with iPads,” shesaid.
Napier expects that as more vendors optimize theirenterprise apps and services to tablet PCs, IT departments will continue toflock to the form factor. Companies such as SAP AG and IBM Corp., she said,have already started designing tablet optimized apps.
One company that has begun to make this shift is SAP AG,Napier said.
Along with more tablet optimized apps, Napier expects morebusiness capable features to arrive in the new batch of tablets expected overthe next year. One big feature to watch out for, she said, is improved camerasupport to allow for better video conferencing from the road.
