USAN has a great deal of experience building customized connectivity to corporate IT resources across a wide range of vendors and varying degrees of legacy infrastructure. Custom integration of USAN’s platform functionality with your Computer Telephony Integration (CTI) interface allows USAN to support blended in-bound and out-bound campaigns simultaneously for truly efficient customer service representative (CSR) results.

USAN can connect with your computing resources based on your unique requirements and specifications. We can connect using a variety of network topologies with appropriate redundancy and security, including encryption as needed. USAN will work with your security and compliance teams to assure the complete security of your customer’s information. In general, the platform does not store any sensitive information; we use it only real-time as needed to support IVR requirements. We will build unique interfaces to all host computing resources as needed to support an IVR call flow. We have significant experience with SNA, IP, XML, HTML and MQ among other messaging protocols.

Over time, USAN has developed the experience to produce a CTI solution that goes well beyond the traditional CTI interface of our competitors. The USAN solution allows us to look out through your CTI service to determine individual agent status and skill sets. For standard applications, we will query the CTI system for a route label. For other more sophisticated applications, we use the individual agent status. These include dialer campaigns, especially for blended in-bound and out-bound, reverse screen POP and direct CSR selection.