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When a major U.S. airline decided to offer 24/7 live sales support as a premium benefit to its corporate customers, the company knew that it had just one shot to get it right. And with business travel already comprising 60% of the company’s revenue, it was imperative that it did.

 

Soaring Results

Case Study

USAN Ensures a Successful Take Off for Airline's Premier B2B Service

 

Deliver a better customer and agent experience with Metaphor Workforce

What Our Valued Customers Are Saying

Phone: 770-409-2441

 

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Flexible Features

 

 

Touchpoints

 

 

Today's digital consumer has access to more devices than ever before. They expect to be able to use any of these tools to interact with your business.

 

 

Campaign Management

 

 

Generate refined and flexible calling lists that can generate the maximum return from your outbound contact efforts.

 

 

Intelligent Call Routing

 

 

Inbound customer interations are seamless and excellent, from contact routing, to agent skill selection, to contact recording.

 

 

Agent Desktop

 

 

The customized Agent Desktop provides contact center agents and supervisors with a single, easy to use and robust  GUI that improves productivity and efficiency.

 

 

Predictive Dialing

 

 

Automated outbound dialing that accelerates proactive customer outreach, and is also in compliance with dialing regulatory requirements.

 

 

Quality Management

 

 

The Quality Management capabilities provide the essential call logging, recording and monitoring features you need to ensure desired service levels. 

 

 

Deliver a  better customer experience.

 

 

CHALLENGE

 

 

RESULTS

 

 

SOLUTION

 

 

Accelovance was commissioned
to conduct patient surveillance
for a clinical research study on the
effectiveness of a vaccine. The
data had to
be consistent, timely,
and accurate 100% of the time.

 

 

Metaphor Voice Suite is an all-inclusive, HIPAA compliant, hosted contact center solution with modular and expandable sets of communications and engagement capabilities.

 

 

Accelovance can now reach every subject, every scheduled week. The agent can give more attention to the subject which allows them to collect more accurate data. Accelovance has both the security & availability of data it requires.

 

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Metaphor Contact Center Case Study

 

 

“The USAN solution has given us everything we need. The scalability and customization make it feel like an enterprise-grade solution built just for Accelovance, but unlike a lot of enterprise systems, we can make changes easily and quickly. It’s also easy to manage and maintain. We’ve never had all of that before in a single, reasonably priced contact center solution. This is one that we know will continue to meet our needs – regardless of the requirements our customers provide to us.”

 

 

- Sara Riggenbach, Project Coordinator
Call Center Division, Accelovance

 

Deployment flexibility with server/desktop virtualization capabilities and cloud optimization options.
 
Provides an Omni-channel customer experience, regardless of contact method.

Unprecedented reliability, scalability, ease-of-administration, and integration with enterprise platforms and applications.

Remain compliant with regulatory requirements while conducting proactive outreach strategies.
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One Platform.

 

 

Deliver remarkable omni-channel customer experiences — across voice, email, text, social, and web — through a single, secure hosted software platform.

 

 

Gives your agents the tools they need to have rewarding conversations with your customers across all channels and take immediate, meaningful actions.

 

 

Powerful Tools.

 

 

Experience increased First Contact Resolution, decreased Average Contact Handle Times, and increased Customer Satisfaction.

 

 

Great Results.

 

 

Metaphor IVR+
Interactive Voice Response System

 

Enterprise-level outbound dialing and campaign management that drives automated, high-touch multichannel campaigns through voice, email or SMS.
 
Sophisticated inbound automatic call distribution routing capabilities– all in a single, elegant platform.
 
Inbound ACD Routing, Skills-based ACD Routing, Dynamic Inbound Routing, Contextual Routing, and more.

Meets all of your technological requirements.
Mitigate the risk in your organization by removing PII and card data from contact center systems as well as transferring risk management to USAN.
Increase agent efficiency through a unified omni-channel suite of capabilities including a high containment IVR, a process optimized desktop and cradle to grave, drillable analytics.
Modernize and manage your contact center without bearing the burden of significant additional capital and IT investments. 
From phone calls, to text messages, to emails, to Tweets, your customers will enjoy a great experience every time they reach out to your company.
Use the power of social media to have meaningful, two-way conversations with your customers and foster new levels of connection and loyalty.
Delivers deployment flexibility to take cost reduction and consolidation to the next level with server/desktop virtualization capabilities and cloud optimization options.

 

Better Benefits

 

 

Automated outbound dialing that accelerates proactive customer outreach, and is also in compliance with dialing regulatory requirements.

 

 

Generate refined and flexible calling lists that can generate the maximum return from your outbound contact efforts

 

 

Today's digital consumer has access to more devices than ever before. They expect to be able to use any of these tools to interact with your business.

 

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Continuously optimize call flows for better, faster call resolution
Automate information retrieval or virtually any business process
Resolve calls faster and improve live agent call management
Configure and scale your IVR system as your business grows and for your specific needs
Upgrade to a world-class IVR infrastructure without significant additional IT costs
Integrate and unify existing systems for seamless internal and customer interactions

 

Better Benefits

 

Contact center success in a clinical Research Environment.

Download the Case Study

Phone: 770-409-2441

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Ease of use - the intuitive browser-based interface gets agents and supervisors up to speed and productive fast.
Location independence - agents deployed anywhere creates virtual contact centers with home and remote locations.
Quick time to market - contact centers are up and running faster than deploying on-premise solutions.
Flexibility - contact centers can easily adapt to changes in their business.
Peace of mind - experts maintain the contact center technology and infrastructure so the customer focuses on their core business.
Cost control - eliminate capital expenditures and reduce IT overhead.

 

Better Benefits

 

 

The Quality Management capabilities provide the essential call logging, recording and monitoring features you need to ensure desired service levels

 

Metaphor Workforce Capabilities at a Glance

Download this case study to discover...

  • How a hosted implementation provided the fastest time to market for a new service offering
  • How forecasting accuracy soared from 42% to 94%
  • How staffing problems were avoided by allowing agents to trade shifts from their mobile device