Angel.com, provider of on-demand call center and Interactive Voice Response (IVR) solutions, recently announced the Angel.com SugarCRM Connector:

With the SugarCRM Connector, Angel.com makes it possible to access, update and manage accounts, contacts and leads using voice commands over the phone. Users can record details from a recently completed meeting, set a follow-up task or dial a contact by voice. Angel.com’s speech-to-text functionality also allows SugarCRM users to send e-mails by instantly transcribing and sending a spoken message as text.

A host of contact center and customer support tools are also built into Angel.com’s SugarCRM Connector. With SugarCRM Support, callers can perform functions such as checking the status of a case, opening a case or transferring to a live agent by connecting to their SugarCRM account through the phone. By implementing Angel.com’s SugarCRM Connector, customers also have the ability to retrieve data about callers in real time, allowing them to service each caller differently depending on the context of their call.

It is offered in a SaaS model -

• Fully hosted: the Connector is offered as a service — no code installs.
• Easy to use: all you need to know are the parameters to pass, and what variables are returned and you can start invoking it from an Angel.com transaction page.
• Powerful: enables you to execute actions such as creating a lead, looking up a contact, creating and updating cases.
• Personalization: with the ability to retrieve data about callers in real time, you can now treat each caller differently depending on the context of their call.
• Automation: callers can now accomplish tasks over the phone without needing to speak to an agent.
• Insight: with the Connector, you can now log details about every call and gain deep insight of activity on your phone line.

Anybody care to share their feedback or experience with this product?