Atlanta, GA May 8, 2012—USAN, a worldwide provider of a comprehensive portfolio of multichannel contact center products and technologies, announced today that Rooms To Go, America’s #1 independent furniture company, has selected the company’s social media monitoring and customer contact software for its 275-seat contact center.
Rooms To Go will utilize the blended inbound/outbound capabilities of USAN’s on-premise Automatic Call Distributor, Interactive Voice Response, and Predictive Dialer platform to facilitate customer service and deliveries, appointment setting, confirmations and reminders. Rooms To Go will also expand its customer service reach by using social media channels to confirm deliveries and perform customer surveys.
“As our business and our customers continue to evolve, we realized we needed some new and different capabilities to deliver the best experience possible,” said Chris Hunt, Vice President of Customer Service for Rooms To Go. “After much research and consideration, we chose USAN because they have the technological innovation, the service-oriented mindset and a vision for the future that matches ours.”
Rooms To Go selected USAN over several major competitors, and USAN replaces the incumbent technology with this implementation. With the new USAN solutions in place, Rooms To Go will now have capabilities unavailable through its previous provider, including social media monitoring, conference call and transfer capabilities, remote control screen monitoring and capture, call blending, and the ability for agents to toggle between inbound and outbound interactions.
“Rooms To Go is America’s favorite place to buy furniture, and USAN is excited to partner with this great company in keeping that brand promise,” said Steven P. Walton, USAN President and CEO. “With our customer contact products and new social media solution behind every interaction, Rooms To Go will continue to provide an exciting and innovative way for their customers to shop for furniture.”
When Rooms To Go opened its first set of doors in 1991, the way people bought furniture was changed forever. Since then, we’ve grown into America’s #1 independent furniture company with the nation’s largest furniture inventory. By offering stylish furniture at everyday low prices, original room packages, superior service and fast delivery, today Rooms To Go is America’s favorite place to buy furniture.
Along with the creation of this great furniture company, an exciting and innovative way to shop furniture was born. Rooms To Go introduced the concept of displaying and packaging furniture in complete room settings. Our designers coordinate each room’s colors, fabrics and accessories to the last detail, so customers don’t have to. This approach affords customers a simplified shopping experience and increased savings when buying an entire room.
Rooms To Go’s incomparable delivery promise ensures customers receive their new furniture in days, not months. Our fast and easy furniture delivery is realized through state-of-the-art Rooms To Go distribution centers, housing hundreds of thousands of furniture pieces ready for delivery today.
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