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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 Learn More
Lower your Total Cost of Ownership (TCO). Moving to the cloud removes hardware, software licenses, and maintenance from the equation. Learn More
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. Learn More
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. Learn More
RXSense moves from outsourcing to in-sourcing with Amazon Connect in 8 weeks. Learn More
Financial Services Institution increases call containment rates with mobile self-service and Visual IVR. Learn More
Financial Service firm uses advanced IVR and outbound dialer to meet regulatory requirements for large IPO. Learn More
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. Learn More
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. Learn More
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. Learn More
Ensure Outbound campaigns are TCPA-Compliant. Integration to DNC.com ensures campaigns are compliant and fines and litigation are mitigated. Learn More
Have a customizable, workflow-driven agent desktop. Give agents the information they need about each caller to amp up efficiency and customer satisfaction. Learn More
Achieve better customer interactions by unifying customer data. Unify customer data from disparate sources into a single view to improve service and efficiency. Learn More
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. Learn More
Build a context store to create personalized experiences. Deliver a true omnichannel experience because you have the entire interaction history at your fingertips. Learn More
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
How Analytics Improve Contact Center Operations and Enable Proactive Customer Engagement For a long time, the world of customer engagement relied on strategic guesswork. Lacking the technology to take advantage of behavioral data, customer service agents had to be content with reacting to customer concerns rather than proactively anticipating customer needs. Now, thanks to advancements in data...
The Amazon Connect features released last year provided a striking new set of tools for increased productivity. These include several enhanced self-service capabilities that can be of significant value to companies in light of recent global commerce and employment challenges. Businesses everywhere have utilized these new features in various ways. For example, some have created an...
Want to Improve Agent Productivity? Adopt a Proactive Approach to Customer Service. Despite the disadvantages, an overwhelming majority of organizations still lean on reactive customer service models, rather than proactive service models. In fact, research from Gartner suggests that a mere 13% of customers receive proactive service. When customers move from chat sessions or...
