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Accelovance selects USAN’s all-inclusive hosted contact center suite for clinical research study

Accelovance selects USAN's all-inclusive hosted contact center suite for clinical research study

Accelovance employs USAN Metaphor Voice, a HIPAA-compliant hosted IVR, predictive dialer and ACD, for its call center.

Atlanta, Georgia, September 24, 2013 – USAN, a cloud services provider of multichannel call center products and technologies, announced today that its hosted contact center solution has been selected by Accelovance, an award-winning clinical research organization, to execute a vaccine clinical research study.

On behalf of a pharmaceutical company, Accelovance is conducting patient surveillance for a clinical research study on the effectiveness of a vaccine to prevent infection. As part of the study, Accelovance call center representatives will complete a detailed questionnaire with each participant per study protocol to gather important research data. To accomplish this, the call center will be available for both inbound and outbound dialing to all U.S. time zones. USAN’s technology authenticates each inbound caller via a unique and confidential ID number to ensure data accuracy.  In addition, the technology supports automated routing decisions as to whether the patient should be referred to a clinic.

USAN and Accelovance implemented a solution with additional options that include calling participants during their preferred time frame, the ability to transfer study participants to a nurse for “real-time” discussion, and the capability to leave messages for unanswered calls. For inbound interactions, the ACD is able to queue and route calls based on agent skills and availability, in order to create an efficient and focused experience for the participant.

To ensure a seamless experience, agents have access to a custom desktop—integrated with the existing patient database—developed by USAN. Step-by-step menus guide agents through the patient questionnaire, with call dispositions automated by workflow.  If protocol requires contact with a clinic, the USAN desktop automatically ensures the proper process is followed by conferencing the appropriate clinic personnel.  In addition, the solution was designed to ensure that all calls and patient data are protected and compliant with HIPAA. The customized desktop especially will improve agents’ productivity while giving them confidence in their actions so that they can focus on the participant’s needs. The end result will be more accurate data, fewer agent errors and a more satisfied study sponsor.

“Accelovance is pleased to partner with USAN on this study. Their quick deployment, delivery of the complex requirements we require for data capture, and their ability to satisfy the mandated communication compliance standards made Metaphor Voice the ideal solution for us,” said Sara Riggenbach, Project Coordinator for Call Center Division of Accelovance.

“USAN prides itself on offering customers like Accelovance the flexibility to manage evolving customer interaction initiatives with ease,” said Steve Walton, USAN President and Chief Executive Officer. “We are thrilled to have been chosen as the ideal solution for implementing this important study.”

The USAN Metaphor Voice Suite provides call centers of any size with a modular and expandable set of communications and engagement capabilities that can be deployed very quickly and scaled from smaller operations to highly customized enterprise implementations. Metaphor Voice was designed as an alternative to expensive and complex systems that take a long time to deploy, and smaller-scale products that are inexpensive but limited in functionality.

For more information

Contact USAN PR for more information: 770-729-1449 (North America)

About USAN

USAN helps companies profitably engage customers and deliver amazing cross-channel experiences with the industry’s best cloud multi-channel customer engagement solution. From traditional telephone interactions to the web, social media and everything between, USAN’s portfolio of call center products gives users infinite flexibility in the way they engage customers across channels. In addition to campaign management, back-office integration, and business process automation, USAN’s offerings include a hosted IVR, ACD, and Dialer built upon a carrier-grade infrastructure that delivers “five nines” of availability and proven scalability. . For more information, visit the company’s website at or follow us on Twitter:

About Accelovance

Headquartered in Rockville, Maryland, Accelovance is a privately held company that has developed a unique operational approach for delivering quality, on time, and cost effective clinical studies. The company was recognized as “Best CRO” with consecutive Industry Excellence awards in 2009, 2010 and 2011. Accelovance tailors its full offering of CRO services, Clinical Sites, and Patient Recruitment to present a clinical solution that meets a sponsor’s needs. For more information, visit the company’s website at or follow us on Twitter:



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