Achieve Better Results for Call Center Metrics

The USAN ACD’s unique switching infrastructure will help your center reduce hold queue times and abandoned calls, increase average speed of answer, promote first call resolution and improve overall customer service.

Flexible Inbound Call Routing Rules

USAN’s ACD intelligently and evenly distributes inbound customer calls to centralized or remote call center agents based on skill level and availability, service management rules, call priority or many other user-defined conditions.

Manage Inbound Interactions from Single and/or Multiple Contact Center Locations

The USAN ACD manages call distribution in virtually any call center environment, from a handful of agents in a single location to over a thousand agents in one location or spread across multiple locations.

Coordinate Multi-channel Inbound Customer Interactions

The USAN ACD can route interactions in other customer channels, too, including instant message and web chats, email message management, and more.

Hosted, On-premise or Hybrid Deployment

USAN’s ACD capabilities can be implemented in our own secure data center in a hosted model and accessed via the cloud, or on your premises with the appropriate hardware or software options.

Support for Multi-Protocol Network Connectivity

The USAN ACD can be configured to adhere to your network environment, whether you require SIP, VoIP or traditional telephony platforms.

Case StudyBusiness Success
with USAN ACD

USAN helped the leading supplier of scooters and power chairs increase monthly outbound dials by 600% and improve agent productivity, campaign effectiveness and customer satisfaction rates. Download

ACD Features

  • Automatic, intelligent call distribution
  • Unified administration
  • Web Interaction Management: instant message, web chat-session-to-call escalation
  • Email Message Management: queuing, prioritization, auto-response
  • Workflow management
  • Information capture and retrieval
  • IVR and Predictive Dialer integration
  • Pre-built and Custom Reporting

ACD Benefits

  • Hosted, Premise or Hybrid deployment options
  • Improved customer satisfaction
  • More up-sell and cross-sell opportunities
  • Improved service agent productivity
  • Maximized single-call resolution
  • Increased agent utilization
  • Increased call-handling capacity
  • Decreased call abandonment
  • Reduced operating costs
  • On-Premise or Remote and At-Home Agents
  • Real-time Monitoring, Reporting and Analytics