These days, customers expect to get information and interact with a company on their own time, while simultaneously expecting a personalized customer experience. The recent rapid growth of mobile applications has given businesses an additional channel to provide better customer experiences.
On Monday, Angel, a provider of cloud-based Customer Experience Management (CEM) solutions and division of MicroStrategy Inc., introduced Lexee, a brand new self-service solution that voice activates mobile applications.
A product of Angel Labs, a new division within the company for developing solutions that provide businesses with a better customer experience, Angel also introduced Lexee, a software development kit (SDK), backed by Angel’s Caller First Analytics enabling businesses to implement conversational mobile voice applications and measure their effectiveness in real-time. Lexee gives businesses a new channel to engage their customer base and create an even more personalized customer experience (CX).
“There’s no argument – mobile is the next platform for today’s businesses – and it’s critical for them to figure out how to be accessible to their customers on this platform,” said Dave Rennyson, president of Angel, said in a statement. “Lexee goes beyond the usual voice assistant and empowers businesses to have a conversation with their customers.”
With more than one billion mobile applications downloaded each month, Lexee provides businesses a voice activated iOS or Android (News - Alert) mobile solution for their customers. Lexee also has the ability to track the impact of mobile solutions with analytics, and empower users to be more productive while on-the-go.
Since the introduction of Apple’s Siri in 2011, Angel has wondered how it would evolve in the mobile voice activation space.
“The real driver of Lexee was a great avenue for Angel’s customers to reach out of its customers in a better, more efficient way, which is a driver of Angel since day one,” Weinhold told TMCnet.
A cloud-based self-service product like Lexee provides businesses with a solution that can be accessed from any location and modified at any time. Self-service technology helps companies make changes to the conversation in a timely manner without having to contact the technology provider to make the changes for them, which saves time and money.
“Lexee enables businesses to add conversational voice capabilities into any iPhone (News - Alert) or Android application to personalize the customer experience. Any interaction a customer has with Lexee is reflected on all other customer service channels, such as inbound or outbound interactive voice response (IVR) systems, SMS Chat or Web. This provides users with a seamless customer experience, regardless of how the customer chooses to connect with the business,” said Weinhold.
Lexee’s features include:
Additionally, Lexee has been integrated into a new Salesforce.com (News - Alert) mobile application, which allows users to verbally request information to be pulled from their Salesforce.com account. Angel Labs has also produced Voice.com, which includes VoiceForFacebook, VoiceForTwitter and VoiceForChatter - Angel voice applications for users to voice activate social networks and Chatter from Salesforce.com.
“Angel’s voice technology within Lexee aims to enable transactions and help customers get what they need. Lexee for Salesforce.com allows users to interact with their Salesforce data to ask questions verbally and get responses instantly that otherwise would take multiple steps to obtain,” explained Weinhold. “ For example, users can check what deals have closed, find out top reps, as well as detailed information on the status of the rep along with contact information.”
Looking into the future, with Angel’s Caller First Analytics, the company will continue to provide self-service solutions in order to help businesses track voice flows and manage features to improve overall effectiveness.
Weinhold said, “Putting the CX first is the most important aspect of Angel’s Business Intelligence (BI) applications and Angel will continue to provide a multichannel customer experience to its users.”
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Join the Crowd, Moving to the Cloud
Companies are increasingly turning to the cloud as the ideal solution for replacing their legacy IVR system.
Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application
This whitepaper explores the value of having embedded BI in your voice application and the rich information...
Five Simple Strategies to Make Your Support Center Callers Smile
This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support...