Contact Center Solutions Featured Article

DMG Consulting, a market research firm covering the call center industry, recently released the results of a customer survey that rates vendor USAN’s hosted call center solution a 5 on a five-point scale, based on its ability to deliver a superior customer experience.

 

According to a press release, Georgia-based USAN also received the highest possible score in hosted solution service and maintenance -- with a perfect score of 5.0 -- in DMG’s “2009 Hosted Contact Center Infrastructure Report,” demonstrating that customers are highly satisfied with the company’s support following implementation.

USAN’s outbound/inbound call center platform, which handles both SIP-based and traditional TDM traffic, is delivered as a managed service via the company’s dedicated next generation network. It offers a full suite of core call center applications including IP PBX, ACD, IVR, CTI, outbound dialer, call monitoring/recording, workforce management and more. Because the company delivers its call center applications over its own, dedicated network, that means it has far greater control over security, reliability, scalability and quality of service.

 

USAN delivers its software via the software-as-a-service or “cloud” model, meaning it is fast and easy to deploy and requires no upfront capital investment -- plus customers can pay for the software via a subscription or 'pay-as-you-go' model, which means the cost of the service can be represented neatly as a recurring line item in monthly expense reports.

USAN assures security and uptime: Its network management center in Norcross, Ga., tracks network activity round the clock and ensures 99.99 percent availability. The company also backs up its main facility with a dedicated disaster recovery site in Atlanta. This facility is also used to handle spillover from peak call center volume.

The DMG report details some of the strengths of the USAN Hosted Contact Center solution, including its fully localized agent, supervisor and administrative components.

 

'Our hosted contact center customers enjoy the flexibility of a secure hosted solution and the benefits of the call centers complete capabilities outward to the end-users,' said Steve Walton, CEO of USAN, in the release. 'USAN delivers solutions that reduce costs and improve organizations customer experience strategies, as acknowledged by our rankings in this report.'

 

For more information about USAN’s hosted call center platform, click here.