Comments on: Angel.com’s presence driven personal assistant http://saunderslog.com/2007/02/23/angelcoms-presence-driven-personal-assistant/ A daily round table on the tech industry with experts and callers from all over the globe. Join us as we pick apart the news and get to the meat of what\'s happening out there. Tue, 07 Oct 2008 17:59:38 +0000 http://wordpress.org/?v=2.6 By: anonymous http://saunderslog.com/2007/02/23/angelcoms-presence-driven-personal-assistant/#comment-135595 anonymous Fri, 23 Feb 2007 21:24:58 +0000 http://saunderslog.com/2007/02/23/angelcoms-presence-driven-personal-assistant/#comment-135595 Alec Agreed it is not call center solution. An example I threw out there to indicate that these things exist and are only now making inroads into enterprise unified communications A PA system similar to this already existed. Priority Call Management - Andy Ory's (currently CEO of AcmePacket) previous venture did that. You called into it and spoke to the virtual PA, the Virtual PA then went and looked for you at your work number, alternate number, home, cell etc. It was not presence based but it integrate to schedules and such. Alec

Agreed it is not call center solution. An example I threw out there to indicate that these things exist and are only now making inroads into enterprise unified communications

A PA system similar to this already existed. Priority Call Management - Andy Ory’s (currently CEO of AcmePacket) previous venture did that. You called into it and spoke to the virtual PA, the Virtual PA then went and looked for you at your work number, alternate number, home, cell etc.
It was not presence based but it integrate to schedules and such.

]]> By: Ahmed Bouzid http://saunderslog.com/2007/02/23/angelcoms-presence-driven-personal-assistant/#comment-135392 Ahmed Bouzid Fri, 23 Feb 2007 17:08:56 +0000 http://saunderslog.com/2007/02/23/angelcoms-presence-driven-personal-assistant/#comment-135392 Angel.com is submitting a couple other mash-ups you may want to check out. Here is one that lets you build a library of RSS feeds and web services that you can then access over the phone: http://www.ispeakit.com I will get info on the other one and post it later. Angel.com is submitting a couple other mash-ups you may want to check out. Here is one that lets you build a library of RSS feeds and web services that you can then access over the phone: http://www.ispeakit.com

I will get info on the other one and post it later.

]]> By: Alec http://saunderslog.com/2007/02/23/angelcoms-presence-driven-personal-assistant/#comment-135312 Alec Fri, 23 Feb 2007 15:35:54 +0000 http://saunderslog.com/2007/02/23/angelcoms-presence-driven-personal-assistant/#comment-135312 This isn't a call center solution, for starters. It's a personal assistant -- that means it knows where you are, how to reach you, and what you're doing. If it's important for you to take a call, the software will send the call to your cell phone. Secondly, it understands the relationship you have with each individual caller. If you call in, the system identifies you and handles your call appropriately. And finally, it works with all of the apps you use now -- you just add contacts to outlook, manage your calendar during the day the way you always would, go to meetings, etc. and the Angel / iotum combo does the "right thing" with every caller. This isn’t a call center solution, for starters. It’s a personal assistant — that means it knows where you are, how to reach you, and what you’re doing. If it’s important for you to take a call, the software will send the call to your cell phone. Secondly, it understands the relationship you have with each individual caller. If you call in, the system identifies you and handles your call appropriately. And finally, it works with all of the apps you use now — you just add contacts to outlook, manage your calendar during the day the way you always would, go to meetings, etc. and the Angel / iotum combo does the “right thing” with every caller.

]]> By: anonymous http://saunderslog.com/2007/02/23/angelcoms-presence-driven-personal-assistant/#comment-135297 anonymous Fri, 23 Feb 2007 15:19:44 +0000 http://saunderslog.com/2007/02/23/angelcoms-presence-driven-personal-assistant/#comment-135297 CTI enabled Call Center solutions have been able to do this sorta stuff for the last 6-8 years!! How is this new? In a true CTI enabled contact center world, 1. a caller to the contact center could be greeted by a speech enabled IVR 2. caller navigates using natural speech. Asks for help by saying "agent" or "operator" etc. 3. CTI checks for agent availability 4. If agent is not available, caller could continue getting self service help or be redirected to a secondary agent or a supervisor. In most contact centers that use sophisticated work force management solutions, there is a capablity for knowing an agent's schedule (similar to calendering). CTI enabled Call Center solutions have been able to do this sorta stuff for the last 6-8 years!!
How is this new?

In a true CTI enabled contact center world,
1. a caller to the contact center could be greeted by a speech enabled IVR
2. caller navigates using natural speech. Asks for help by saying “agent” or “operator” etc.
3. CTI checks for agent availability
4. If agent is not available, caller could continue getting self service help or be redirected to a secondary agent or a supervisor.

In most contact centers that use sophisticated work force management solutions, there is a capablity for knowing an agent’s schedule (similar to calendering).

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