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Technology White Paper

Platform Management and Reporting

USAN's hosted call center platform provides a robust set of monitoring and reporting tools to enable enterprises to better manage call center infrastructure and functionality.

Reporting/Analytics

USAN's workforce management modules consist of advanced monitoring, reporting and recording applications that significantly improve productivity, planning, coaching, return on investment, and overall quality assurance.

USAN Vision is an advanced set of reporting and analytics tools that enable enterprises to maximize every call session within the platform environment. The platform provides the ability to analyze the interaction with every contact or prospect, and/or respond to situations that impact caller satisfaction. Our data collection capabilities offer information on every facet of a call session and reporting is available from a variety of interfaces, including:

  • The voice network
  • Host transactions
  • Caller touchtone response
  • Speech recognition response
  • Automatic call distributor (ACD) system

USAN's advanced user-behavior analysis and optimization software maps actual call session interactions against a business-relevant model of the system. The result is unprecedented insight into what is and is not working - all from the user's perspective - so that enterprises can take steps to progressively improve business results.

Customer Web Portal

The secure customer web portal enables enterprises to build, modify, and maintain USAN services from any location. The application features an easy-to-use graphical user interface (GUI) to provide enterprises with a host of self-service, advanced capabilities, such as:

  • Create simple announcement or transfer services, or create advanced menu services
  • Assign services to one or more toll-free numbers that have been created by an enterprise for its specific use
  • Upload or create authorization code, extension/speed-dial code, and location databases
  • Create or upload prompts to be played during a caller's interaction with the service
  • Create phone groups that are enterprise-defined sets of call destinations to be used as routing choices for directing calls. Depending on the call-distribution logic for a phone group, calls can be distributed to the appropriate destinations using sequential-routing or percent-allocation routing
  • Create routing plans that are time based or geographically based
  • Update business rules to dynamically reconfigure call flows
  • Manage calling queues in relation to available, properly skilled agents
  • Monitor and manage agent utilization

NMC and Platform Monitoring

USAN's network nodes are supported and monitored 24x7x365 by USAN's Network Management Center (NMC) in Norcross, Georgia, as well as a live disaster recovery (DR) site in Atlanta. The DR site replicates - in real time - all the information at the primary NMC. In the event of a disaster, we can provide full functionality from the DR site, and every node can operate as an individual call-processing silo if necessary.
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