While USAN can build an application to your detailed specifications, our strength is working with our customers collaboratively to design the most robust and flexible application to meet your individual business needs. Our technical consultants will meet with your business owners to understand their current needs and future plans. This discovery process allows you to take advantage of our fifteen+ years of experience as well as our state-of-the art functionality and Lab environment to design and test applications to solve your business issues.

As an example of our collaborative process we have designed an application for a large retail bank to dramatically alter their customer service IVR call-flow. Working with the business, we designed a series of table-driven business rules based on their customer’s service portfolio. The IVR uses the tables to alter the call flow based on the customer's status. These tables can be managed by the customer to change business rules as their needs dictate. As a result, the bank has leveraged its customer knowledge to drive sales and provide a more tailored customer experience at their call centers — turning what was once a cost center into a sales call center.

USAN also worked with a large credit card issuer on their customer service application. One of their challenges was the need to quickly add newly acquired clients and card portfolios to their call flows. We designed a table-driven application which enables any/all potential services available to their customers to be turned on or off with a simple table upload. Now, when a new client is added or an existing client changes their service portfolio, a simple table change automatically builds the call flow with the required features. What once required weeks of development, is now a near-real time event.