Workforce Optimization

USAN's workforce management modules consist of advanced monitoring, reporting and recording applications that significantly improve productivity, planning, coaching, return on investment and overall quality assurance.

Call Campaign Management

The campaign management interface supports business rules addressing how calls should be managed while providing reports on aggregated and single-call cycles. The USAN campaign manager enables contact centers to develop, execute and manage campaigns across global operations from a single, centralized location.

CTI Integration

USAN's IVR platform integrates with all major computer telephony interface (CTI) systems via a standard route request or custom integrations. We can quickly interface to a variety of systems without impact to the underlying application.

Incoming Call Queuing

Network queuing enables enterprises to program call-queue rules for their call center. USAN's enhanced Universal Queue dynamically prioritizes and organizes incoming calls across all communication channels in a single queue and then routes them to the most appropriate agent available. This capability addresses factors such as wait times, incoming traffic volumes and service levels and enables enterprises to make changes to the provisioning rules without stopping and starting systems, campaigns or services.

Speech, Voice, and Text to Speech

The USAN IVR can be configured to support a broad range of speech-enabled capabilities that enhance routing capabilities and significantly elevate the user experience. For calls to be successful and users to feel satisfied, the experience should seem natural and flow with traditional conversational social conventions. Our developers are experts at this design task and work with enterprises to understand how their customers ask for information and what data is supplied so they can help create the most beneficial service possible.