Call Center Consulting Services

USAN maintains a strong history of working with customers collaboratively to design the most robust and flexible call center applications to meet an enterprise's current and future needs. Our technical consultants take a disciplined approach in order to deliver solutions to meet existing requirements with a clear migration path for the enterprise's future goals. This process allows customers to fully leverage our decades of experience and state-of-the-art lab environment to design and fine tune call center solutions for better customer satisfaction and retention rates, and test applications that best suit their needs.

Hosted Call Center Application Development

USAN packages its Courtesy Dialer products with IVR-based advanced speech-recognition and touch-tone technologies to provide fast, easy ways for customers and prospects to access the information they need, and interact with menu options or customer agents when they need them.

Call Center Software developers:

Have specialized expertise in SS7, IP and other network control protocols, enabling USAN to manage traffic to and from customer applications in any way imaginable - including Take Back and Transfer and real-time customer control of routing plans.
Are experts at designing IVR call flows that improve customer satisfaction and achieve business goals. USAN will work with an enterprise to understand how their customers ask for information and what data is supplied so they can help create the most beneficial service possible.
Support the most current computer and telephony protocols, including VoIP, HTML and XML, WAP and SIP integration systems. USAN applications support real-time, secure, web-based customer access to reporting data and application management.
Support state-of-the-art speech recognition, including natural language, speaker verification, grammar development and call-flow design.
Have expertise in developing VXML and web-based service applications supported by USAN's VXML run-time.
Have been awarded 9 patents on the unique features of the USAN platform.

CTI Interface

USAN has extensive experience building customized connectivity to enterprise IT resources across a wide range of vendors (such as Cisco NICM and Genesys) and varying degrees of legacy infrastructure. USAN can support computer telephony integration (CTI) by manipulating automatic number identification (ANI) or integrated services digital network (ISDN) user-to-user information (UUI) fields to deliver context from a caller's IVR interaction to the agent.

USAN can connect with an enterprise's computing resources based on their unique requirements and specifications using a variety of network topologies with appropriate redundancy and security.