A leading provider of on-demand call center and Interactive Voice Response (IVR) solutions, Angel.com, today introduced the latest version of VCC'08, its industry-leading Virtual Call Center solution. Angel.com VCC'08 combines powerful automated call distribution (ACD) and IVR tools into a single, hosted application that allows companies to quickly and effectively address caller needs.

President and CEO of Angel.com, Michael Zirngibl, said: "Angel.com has set the standard in the industry for continuous and customer-focused innovation and product design". "VCC'08 confirms our leadership position by using the latest technology and software-as-a-service platform to create a call center solution that combines a user-friendly interface, ease of deployment and wealth of features."

Several significant new features for all system users, are offered by the new VCC'08 solution from Angel.com, including agents, supervisors, managers and administrators. Highlights include:

    * Agent Monitor - To improve performance and help manage the caller experience, VCC'08 provides call center agents unparalleled flexibility and productivity tools. Agents can set their status, set away messages that are viewable by supervisors, and screen incoming calls to engage callers they know they can assist. Agents can also view extend call wrap-up times, the caller and agent queue and select pre-approved caller dispositions for better agent-manager communication.

    * Supervisor Monitor - Without the need to create reports, VCC'08 gives supervisors real-time access to comprehensive call center data selectable on-the-fly. Call queue and agent monitoring tools allow supervisors to view calls abandoned, redirected and answered; monitor agent utilization; and access critical call center statistics such as average speed to answer, wait time and more.

    * High-level Management Reporting - Managers and other key stakeholders have instant access to detailed call activity, call outcome and agent stats at their fingertips, with VCC'08, to proactively manage the call center. A call drill-down feature provides a step-by-step account of an individual call for the ultimate in call center transparency. Data filters allow managers to analyze calls based on agent action, outcome, dialed numbers and more. From average wait time and speed-to-answer to agent actions and skills analysis, managers can also access filters and stat reports that measure hundreds of key metrics, providing unparalleled ability to evaluate the entire call center operation.

    * Top-level Administrator Control - Top-level tools within VCC'08 empower administrators to improve the call experience and customize data collection and reporting for effective management, from transferring music and fail destination routing to setting service levels.

Many of the most powerful and unique features of VCC'08 are the result of significant development collaboration between Angel.com and its customers. Existing VCC customers participated in testing to gather first-hand feedback on the features most prized by the solution's day-to-day users, as Angel.com set about to redesign and improve its already highly-rated Virtual Call Center solution. Their suggestions were instrumental in the development of a VCC platform aimed at improving the call experience for caller, agent, manager and company.