USAN Software
USAN provides an omni-channel customer engagement solution for midsize organizations to help them manage their contact center operations and deliver personalized customer support via inbound and outbound channels. It enables businesses to handle service requests, bill payments, accounts and more.
USAN supports hosted, on-premise and hybrid deployment models. It supports customer interaction via call, email, text, web and social media. USAN provides automatic call distribution feature that enables automatic call routing to the available agents. The interaction recording feature enables businesses to record calls with customers, search and playback for quality monitoring.
USAN also offers predictive dialer that allows agents to make outbound calls, set automatic calling pace, manage call scheduling and more. The IVR feature allows call centers to record responses and play messages to customers when the agents are away.
The solution protects customer and business information with PCI and HIPAA certifications.
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Call performance monitoring -
IVR playback manager -
Agent's work tracking -
Shift planning
Supported Operating System(s):
Web browser (OS agnostic)
1 Review of USAN
Sara from Accelovance
Specialty: Pharmaceuticals
February 2015
February 2015
Accelovance
Likes Best
The product is customizable. The workflow aspect reduces errors made by the contact center agents and allow for more focus on the person on the other end of the line than "clicking the right button." I had a solid relationship with the USAN team.
Likes Least
It has limitations to the basic needs/functions of a platform. We have had issues with the dial plan not working our favor and have had some negative impacts. However, that is under review.
Recommendations
Review all options prior to making a decision. Have a clear understand of the limitations and make an informed assessment if your business can succeed with the limitations.
