Live Agent Call Care Solutions

When more advanced levels of service are required with the use of live service agents, USAN's Live Agent Call Care suite is the ideal solution. It enables inbound and outbound contact with customers and prospects while still providing self-service capabilities. We utilize our ACD and Predictive Dialer services to efficiently match call volumes and service requirements with live agents possessing the proper skill/knowledge sets best suited for each call.

ACD

USAN's ACD is a customizable software platform integrated with our unique switching infrastructure to provide skill-based, computer telephony interface (CTI) management, recording and monitoring, workforce management, quality management and coaching and learning. Our ACD can intelligently route calls to geographically dispersed agents based on business-defined, service-management rules. The service integrates with email, web, instant message and phone services.

Predictive Dialer

USAN's Predictive Dialer is ideal for outbound collections, sales and telemarketing strategies. The system intelligently manages call volumes to match available service agents to customers and prospects utilizing advanced outbound call-logic rules defined by a business, such as:

• Specific time-of-day dialing by an individual customer.
• Redial rules (timing and number of attempts) for when calls are busy, an answering machine picks up, or no one picks up.
• Automated messages left on answering machines after a pre-defined number of call attempts.
• Alternate number dialing if the primary number is unsuccessful.
• Automated to only connect agents to calls answered by real people.

The system can also keep detailed status-based dial reports that are beneficial for reconciling call-list data.