Hosted IVR

May 09, 2012

USAN Hosted IVR Solution Selected by Premier Furniture Company

By Madhubanti Rudra
TMCnet Contributor

Hosted IVR provider USAN (News - Alert) has announced that one of the America’s premier furniture companies has selected the company’s social media monitoring and customer contact software for its 275-seat contact center.

According to a press release, USAN had to compete with several major competitors to wrestle out the contract from Rooms To Go, its new client.

“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,” Vice President of Customer Service for Rooms To Go Chris Hunt revealed in a statement.

According to USAN, its contact center products and optimization solutions are designed to provide a company with everything needed to engage in profitable inbound, outbound and blended customer interactions across channels that deliver amazing, personalized customer experiences. USAN's multi-channel customer contact products are available in both on-premise and hosted deployment options and come with blended inbound/outbound capabilities.

Rooms To Go, which is on the threshold of a major expansion, plans to leverage these capabilities to facilitate customer service and deliveries, appointment setting, confirmations and reminders.

The new USAN hosted call center solutions equips, Rooms To Go with more sophisticated customer service capabilities such as social media monitoring, conference call and transfer capabilities, remote control screen monitoring and capture and call blending. The system also allows the agents to toggle between inbound and outbound interactions.

The new hosted call center solution from USAN will enable the furniture retailer to use social media channels to confirm deliveries and perform customer surveys and expand its customer service reach.

“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. 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,” USAN President and CEO Steven P. Walton noted in astatement.

At the ongoing ICMI ACCE Conference and Expo, USAN is showcasing its hosted IVR solution as one of many initial channels in a comprehensive multi-channel customer engagement strategy.

Edited by Juliana Kenny