Norcross, GA-based USAN, a provider of hosted call center solutions, is a company familiar with the importance of customer loyalty and the need to cut down costs.

With their solutions, enterprises and carriers no longer need to worry about maintenance costs, software revisions and updates. Instead, the company's fully hosted architecture uses a set of modular and expandable switches, USPs, VRUs and adjunct processor systems so the platform can be adjusted to meet specific business needs.


Recently, I had a chance to catch up with Teresa Gudger, marketing manager at USAN (News - Alert), to find out more about the company and their offerings.

 

 

 

 

USAN provides a portfolio of world-class SaaS (News - Alert) contact center solutions to enterprises and carriers over a high-availability (99.999 percent), fully redundant infrastructure.  The USAN platform in the cloud offers a comprehensive tightly integrated product set including automatic call distributor "ACD" with multimedia capabilities,  interactive voice response "IVR" with speech, outbound dialer, workforce management, call recording and cradle to grave Vision reporting. 

 

Since the USAN platform is delivered via a Software-as-a-Service model, clients reduce costs and always have access to the latest contact center technologies.  In addition, the USAN Professional Services team delivers on time and under budget so that customers are connected to businesses with more information, more quickly and intuitively thereby increasing customer loyalty. 

 

 

USAN knows executive decision makers understand it takes a well designed and implemented solution that meets their customer's needs and contact preferences to provide a valuable interaction and positive customer experience.  USAN's product is flexible enough to make changes on the fly when trends are seen during the day, week or month.  Additionally, USAN stresses a strong up front design phase as a critical path in understanding the short and long term goals of the contact center to ensure that the best contact paths, voices and personalization has been put into place to meet  the needs of the client's customers.

 

 

The contact center industry is undergoing a significant change as new and emerging technologies continue to supplant traditional premise-based center solutions and consumers embrace many new contact channels. Advances are driven by innovations in IP technologies and networking evolutions, which further expand the host of new features and capabilities, including:

 

•             Combining traditional diverse platform silos

•             Unification of dispersed agents and resources

•             Superior monitoring and trending capabilities

•             Greater flexibility in center management

•             Superior platform redundancy

•             Enhanced service scalability

•             On-demand, usage-based pricing

 

These capabilities enable new ways of doing business that reduce capital expenditures, expand productivity, and create improved channels for sales and service. Ideal for help desks, sales, technical support, business continuity services, and more, contact center cloud models are resuscitating an industry that has long been suffocating under legacy, premise-based solutions and bulging capital expenditure demands.

 

 

Sangoma's hardware technologies allow USAN to achieve increased density and higher efficiencies in their media gateways and reduce costs in running their hosted contact center applications.  By reducing costs for USAN, customers receive that pass through therefore providing them the best of breed solution and a cost effective solution.

 

 

 

USAN received the highest marks for customer service in the independent 2009 Hosted Contact Center Infrastructure Market Report by DMG Consulting, LLC.  The commitment, dedication and loyalty of the USAN workforce have made it possible for USAN to maintain the loyalty of our distinguished customers since inception and for us to reach a record of 84 consecutive profitable quarters.