press releases

Award Winning Clinical Research Organization (CRO) Selects USAN Hosted Contact Center Solution for HIPAA-Compliant Clinical Research Study

USAN Employs Hosted IVR, Predictive Dialer and ACD in 50-seat Center to Manage Flu Vaccine Study

Atlanta, GA February 28, 2012—USAN, a worldwide provider of a comprehensive portfolio of multichannel call center products and technologies, announced today that an Award Winning CRO will be using its hosted interactive voice response (IVR), predictive dialer and automatic call distributor (ACD) to execute a 20-month flu vaccine study with 20,000 enrolled participants.

The CRO will access USAN’s cloud-based IVR, Predictive Dialer and ACD to conduct and monitor all facets of the study in their 50 agent contact center.

USAN deployed a custom solution that includes IVR for automated outbound surveys and predictive outbound dialer for high volume calls to study participants to answer pertinent medical questions. USAN implemented the solution with options including the ability to transfer study participants to a live nurse, and the capability to leave messages for unanswered calls. For inbound interactions the ACD queues and routes calls based on agent skills and availability. To make the experience seamless, agents will have access to a custom desktop—integrated with the existing patient database—developed by USAN. In addition, the solution was designed to ensure that all calls and patient data will be protected and compliant with HIPAA and FDA legislation.

“We are pleased to partner with USAN on this study. The ability to provide a quick deployment, delivery of the heavy customization we required for back-end data capture, and the ability to satisfy the mandated communication compliance standards made USAN’s hosted contact center the ideal solution for us,” said a project coordinator for the call center division of the CRO.

“USAN prides itself on offering customers like this the flexibility they need when they need it to manage customer interaction initiatives with ease,” said Steve Walton, President and CEO, USAN. “We are thrilled to have been chosen as the ideal solution for implementing this important study.”