USAN Provides Cutting Edge Outbound Dialing Solution to a Leading Automotive Manufacturer

Published June 22, 2022

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 the quick 90-day deployment in which the implementation took place.

The leading automotive brand required a flexible cloud contact center solution to support its outbound collections and customer notification goals. They also needed a system that offered an open data model that could drive actionable reports and rich analytics. The unique combination of USAN’s outbound campaign management capabilities and Amazon Connect outbound campaigns support the delivery of high-quality, high-touch communications with the manufacturer’s customers while maintaining compliance and improving agent efficiency.

Solution highlights include:

  • Auto Dial for customer notifications and early-stage collections for automotive loans and leases
  • Power Dial for compliant, agent-assisted collections
  • Dynamic list processing, including multi-number best time to call, specialized time of day, and day of week rules
  • Ability to run multiple, concurrent campaigns
  • Configurable call dispositioning with unified cross-campaign logic for inbound and outbound
  • Advanced retry logic supporting call exclusions and time zones
  • Near real-time dashboards for campaign performance analytics

The automotive manufacturer chose USAN as their partner to design and deploy the end-to-end CX solution because of their expertise in cloud contact center implementations and deep knowledge of advanced outbound applications. The USAN and AWS solutions helped vastly improve their outbound calling performance and exceed their overall business objectives.

According to Steve Walton, USAN’s CEO, “We used our 25 years of outbound calling expertise to help one of the world’s top five automotive manufacturers deploy and optimize multiple inbound and outbound calling campaigns using Amazon Connect. It was important to this leading automotive brand that they move to a solution designed for innovation with a roadmap to meet their needs now and in the future. Amazon Connect outbound campaigns are used to conduct customer notifications, and institute live agent calls for critical debt collection and for lease and loan lifecycle management. We leveraged Connect’s outbound campaigns feature and USAN’s Contact Suite’s advanced campaign management capabilities to help this global automotive manufacturer create and run complex, efficient, and effective campaigns.  Amazon Connect provides our customers with the instant scalability to place and receive thousands of simultaneous calls within one environment. USAN looks forward to continuing to work with AWS to help our customers create automated contact center communications that maximize agent productivity and drive end-customer satisfaction.”


About USAN:

USAN is a leading Cloud Contact Center Solutions provider with over 30 years of experience enabling CCaaS transformations and empowering businesses to deliver exceptional omnichannel customer experiences. With a strong focus on innovation and customer success, USAN offers a comprehensive suite of CCaaS offerings that enable organizations to optimize their contact center operations and drive superior outcomes.