A modest lift in customer satisfaction can result in a massive boost in revenue. The question is, how do you effect all the changes necessary for that kind of improvement without disrupting operations?
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RxSense, a health technology company, had an aggressive timeline to bring its contact center operations in-house. They needed to create and configure a cloud-based infrastructure that connected to its on-premises back-end systems.
Create better customer experiences with AI-informed chatbots and rich data for agent desktops from USAN and Amazon Connect.
Amazon Connect Tune-Up is a package consisting of 10 hours of USAN professional services and is tailored to specific customer needs. Take Amazon Connect to the next level with conversational self-service using Lex bots, CRM integration, advanced contact flows, screen pop, and more.
A new independent analyst report provides customer contact professionals with the latest analysis and data around cloud-based contact center issues and use.
120-page report is available for free download.
Customizable agent desktop and outbound dialer applications – seamlessly integrated with Amazon Connect
Designing, architecting, migrating and integrating contact center applications on AWS
The sky is the limit with the industry’s finest IVR: speech, touch, personalization, mobile IVR and so much more. Boost containment rates, support complex inquiries and provide the best customer self-service experience.
A customizable, workflow-driven desktop application that seamlessly integrates with Amazon Connect.
Add automated outbound calling capabilities natively to Amazon Connect to run multiple, concurrent campaigns.
A two-week engagement that gets you up and running on Amazon Connect.
Improve the customer experience with omnichannel communications.
Systems integrations and other professional services deliver robust customer experience solutions.
Adopt a pay-as-you go model.
Easily scale up and down to meet demand and use only what you need
Lower your Total Cost of Ownership (TCO).
Moving to the cloud removes hardware, software licenses, and maintenance from the equation.
Increase call containment rates.
Cloud-based Visual and Conversational IVR promote a sophisticated level of self-service that keeps callers from opting out to an agent.
Shift the financial burden from CAPEX to OPEX with cloud migrations.
OPEX budgeting is the more attractive option for businesses purchasing software applications as it eliminates the need for large capital expenditures.
RXSense moves from outsourcing to in-sourcing with Amazon Connect in 8 weeks.
Financial Services Institution increases call containment rates with mobile self-service and Visual IVR.
Financial Service firm uses advanced IVR and outbound dialer to meet regulatory requirements for large IPO.
Non-profit community blood bank increases monthly donor appointments by 70%.
The multi-channel customer engagement platform combined inbound and outbound call management, email management, and a customizable call flow designer.
Remove payment processing from the contact center to reduce PCI scope.
Multi-modal connections allow the agent to service the customer on the phone while simultaneously sending a link via text message to a microsite that manages the financial transaction.
Choose a cloud environment that meets your security requirements.
Public cloud, such as AWS, delivers scalability and reliability; Virtual Private cloud brings the added security of a dedicated instance; Hybrid Cloud leverages both a Virtual Private Cloud and an on-premises infrastructure, providing in-house IT control of critical data assets.
Ensure Outbound campaigns are TCPA-Compliant.
Integration to DNC.com ensures campaigns are compliant and fines and litigation are mitigated.
Have a customizable, workflow-driven agent desktop.
Give agents the information they need about each caller to amp up efficiency and customer satisfaction.
Achieve better customer interactions by unifying customer data.
Unify customer data from disparate sources into a single view to improve service and efficiency.
Leverage AI and machine learning on your self-service platform to predict customer behavior and preferences.
This not only reduces AHT and boosts customer satisfaction – it also serves as a bridge between digital experiences and the traditional contact center.
Build a context store to create personalized experiences.
Deliver a true omnichannel experience because you have the entire interaction history at your fingertips.
of award winning, secure, reliable, enterprise-grade cloud contact center solutions
availability for USAN products in the cloud
multiple AWS geographically-dispersed production nodes
minutes per year
Network Management Center monitoring
Atlanta - June 22, 2022 USAN, a leading provider of cloud customer engagement solutions, announced the successful deployment for a top US automobile manufacturer of Contact Suite and Amazon Connect from Amazon Web Services (AWS) which includes support for Amazon Connect outbound campaigns. The rollout is significant because of the breadth of functionality delivered and...
Contact center turnover rates have historically been high. Couple that with the spike in attrition rates across the country (and the world), and the problem becomes even more serious. What is causing the increasing agent churn? First is the U.S. job market, with rising job numbers and a decreased unemployment rate. These factors create more opportunities for agents...
Contact center agents have been under a lot of pressure since the pandemic began. They’ve had to deal with increasingly unruly customers, and most have been asked to adapt to virtual working environments. All of this has led to high rates of agent turnover, and as a result, many organizations are taking action to improve agent engagement and...