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May 09, 2012

Rooms To Go Selects USAN Software for Contact Center

By Anil Sharma
TMCnet Contributor

Rooms To Go, an  independent furniture company, has selected USAN’s (News - Alert) social media monitoring and customer contact software for its 275-seat contact center.

Officials with USAN said that Rooms To Go will utilize the blended inbound/outbound capabilities of the company’s on-premise automatic call distributor, interactive voice response, and predictive dialer platform to facilitate customer service and deliveries, appointment setting, confirmations and reminders.

Rooms To Go will also expand its customer service reach by using social media channels to confirm deliveries and perform customer surveys.

"As our business and our customers continue to evolve, we realized we needed some new and different capabilities to deliver the best experience possible," said Chris Hunt, vice president of customer service for Rooms To Go, in a statement.

"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," said Hunt.

Company officials pointed out that Rooms To Go selected USAN over several major competitors, and USAN replaces the incumbent technology with this implementation.

Thanks to the new USAN solutions in place, Rooms To Go will now have capabilities unavailable through its previous provider, including social media monitoring, conference call and transfer capabilities, remote control screen monitoring and capture, call blending, and the ability for agents to toggle between inbound and outbound interactions.

"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," said Steven P. Walton, president and CEO, USAN.

"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," said Walton.

Back in August, USAN, Inc., a provider of multi-channel customer engagement solutions, had announced that it has successfully completed a Payment Card Industry Data Security Standard (PCI (News - Alert) DSS) 2.0 assessment and received a PCI Certification, enabling the company to provide secure credit card transaction processing, data storage and transmission.

Edited by Juliana Kenny