USAN, Inc. Selected as Inaugural Partner in Amazon Connect Ready Program Leading Cloud Contact Center Solutions
USAN - Omni-Channel and Contact Center Customer Engagement Resources
by Laura Hall
7M ago
ATLANTA – August 22, 2023 – USAN, Inc., a leading provider of Cloud Contact Center Solutions with a remarkable 30-year history in the contact center as a service (CCaaS) space, has been chosen by Amazon as an inaugural member of the prestigious Amazon Connect Ready Program. This distinguished recognition highlights USAN’s dedication to innovation and reaffirms its position as a prominent and trusted player in the CCaaS industry. The Amazon Connect Ready Program selection showcases USAN’s commitment to delivering cutting-edge solutions that enable exceptional customer experiences. The Amazon Co ..read more
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Establishing Business Objectives with CX Assessments
USAN - Omni-Channel and Contact Center Customer Engagement Resources
by Teri Navin
2y ago
For businesses to succeed today, they have to be attuned to their customers. Key business objectives need to be shaped by customers’ own goals and desires. But when it comes to making strategic decisions through the lens of customer experience, a CX assessment is a useful exercise.   What Is a CX Assessment? A CX assessment is a thorough, detailed analysis of the customer experience. It looks at both the qualitative elements — how a customer feels when interacting with a business through its various channels — and the quantitative ones — KPIs like customer satisfaction score, Ne ..read more
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How Digital Transformations Enable a Better Customer Experience
USAN - Omni-Channel and Contact Center Customer Engagement Resources
by Teri Navin
2y ago
At the start of the pandemic, digital transformations took on a new sense of urgency. Organizations had to either become digital-first overnight or face the consequences. As a result, nearly every industry digitized their efforts as varied as supply chains, employee training, and customer interactions.   One of the biggest challenges for businesses amid all this change was figuring out how to offer a high-quality customer service experience in a convenient and effective digital way. Those that hadn’t historically offered omnichannel digital options were suddenly trying to navigate digital ..read more
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4 Omnichannel Metrics for Measuring the Customer Experience
USAN - Omni-Channel and Contact Center Customer Engagement Resources
by Teri Navin
2y ago
In the digital age, consumers can access information instantly with the tap of a screen. This has redefined their expectations and created new business demands. Customers want to interact with businesses using multiple channels and expect that each of those interactions seamlessly connects — aka, the omnichannel consumer journey.   An omnichannel experience offers customers variety and means more convenience, both of which are increasingly important in today’s environment. To best serve customers, organizations need to leverage a cloud omnichannel infrastructure that can bolster contact c ..read more
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How AI and Chatbots Improve Customer Experience
USAN - Omni-Channel and Contact Center Customer Engagement Resources
by Teri Navin
2y ago
In the modern world, technology has redefined what a “typical” consumer journey looks like. Consumers now expect to engage with a business using a variety of channels, so it’s imperative that businesses have cohesive omnichannel strategies designed to keep customers engaged and satisfied at every touchpoint throughout their journey.   That said, any effective omnichannel strategy will employ contact center tools to ensure this happens. These allow contact centers and their agents to offer the best possible customer experience through proactive, relevant customer service. Chief a ..read more
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Using Data to Predict Customer Intent
USAN - Omni-Channel and Contact Center Customer Engagement Resources
by Teri Navin
2y ago
How Analytics Improve Contact Center Operations and Enable Proactive Customer Engagement   For a long time, the world of customer engagement relied on strategic guesswork. Lacking the technology to take advantage of behavioral data, customer service agents had to be content with reacting to customer concerns rather than proactively anticipating customer needs. Now, thanks to advancements in data collection and machine learning technology, proactive customer service is well within reach.   In modern customer service, proactive customer engagement is possible f ..read more
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Product News: USAN Contact Suite and Amazon Connect
USAN - Omni-Channel and Contact Center Customer Engagement Resources
by Teri Navin
2y ago
The Amazon Connect features released last year provided a striking new set of tools for increased productivity. These include several enhanced self-service capabilities that can be of significant value to companies in light of recent global commerce and employment challenges.   Businesses everywhere have utilized these new features in various ways. For example, some have created an interactive chatbot and integrated those with third-party systems, combining Amazon Connect and Amazon Lex to respond intelligently to customer speech commands and improve the customer experience. &nb ..read more
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How Amazon Connect Improves Agent Productivity
USAN - Omni-Channel and Contact Center Customer Engagement Resources
by Teri Navin
2y ago
Want to Improve Agent Productivity? Adopt a Proactive Approach to Customer Service.   Despite the disadvantages, an overwhelming majority of organizations still lean on reactive customer service models, rather than proactive service models. In fact, research from Gartner suggests that a mere 13% of customers receive proactive service.   When customers move from chat sessions or self-service tools to a live agent and that agent has no context, the experience suffers. With customer experience edging out price and product as a brand’s most important differentiator, the limitat ..read more
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The Do’s and Don’ts of How to Use Chatbots for Customer Service
USAN - Omni-Channel and Contact Center Customer Engagement Resources
by Teri Navin
2y ago
The pace of technological change continues to increase. In 2018, cutting-edge technologies like AI, IoT, and blockchain had a collective market value of $350 billion. By 2025, the value will be $3.2 trillion — nearly a tenfold increase in less than a decade.   These numbers are astounding. They’re also easy to misinterpret. As more companies utilize new technologies, those innovations will have diminishing returns. Businesses won’t be able to use novel tools, products, or services to differentiate themselves because everyone will offer something unique and impressive. Instead, they’l ..read more
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Speech Analytics: The Myths, The Truths, and Best Practices
USAN - Omni-Channel and Contact Center Customer Engagement Resources
by Teri Navin
2y ago
High-performing contact centers appreciate the art of listening. The very best also practice the science of listening, and AI-enhanced speech analytics solutions can help. Put simply, speech analytics captures the voice of the customer and turns unstructured language into usable — and insightful — data. Speech analytics transforms agent-customer conversations into a rich transcript to categorize what was said and accurately perform root cause analysis. Words and information from the call are matched with structured metadata such as agent name, call duration, and customer ge ..read more
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