Calculating the Total Cost of Ownership for Amazon Connect

Calculating the Total Cost of Ownership for Amazon Connect Total cost of ownership (TCO) is an important factor to consider when deciding whether or not to migrate your contact center to the cloud. However, unlike a move from one on-premises application to another, calculating the TCO for a cloud-based app is like comparing apples to... Read More

USAN Launches New Commercial Kubernetes Application on Google Cloud Platform Marketplace

USAN’s solution gives customers the ability to quickly connect Dialogflow Enterprise Edition to existing corporate telephony networks leveraging Google Cloud Platform and Kubernetes Atlanta, GA, [July 24th, 2018] —USAN, a cloud customer experience technology company, today announced it is introducing a commercial Kubernetes application to all users of the Google Cloud Platform Marketplace. The new... Read More

Amazon Connect, the Deconstructed Contact Center

When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. After working with the cloud-based contact center service for a little over a year, we’ve seen firsthand the power of Amazon Connect in its simplicity. It’s not that... Read More

USAN Visual IVR Now Available on AWS Marketplace

Visual IVR for Amazon Connect extends omnichannel IVR to Amazon Connect service October 23, 2017 – USAN, a provider of cloud-based omnichannel customer engagement solutions, today announced the availability of Visual IVR for Amazon Connect on AWS Marketplace. Visual IVR is a customer self-service solution that seamlessly integrates with Amazon Connect, a cloud contact center... Read More

Does Your IVR Really Save You Money?

Does Your IVR Really Save You Money? As the original self-service tool, IVR technology has long been a cost savings mechanism. Unfortunately, many organizations today don’t realize that their antiquated IVR solution is actually driving up contact center costs because the options are so limited and the containment rate is so low. So, what can... Read More

IVR is Dead. Long Live IVR!

Some folks in the contact center industry would have you believe that IVR technology is dead. Perhaps you agree, based on your own high opt-out rates and low customer satisfaction scores. In reality, the saying couldn’t be further from the truth. Advancements in IVR are ensuring the technology’s role in the modern contact center. The... Read More

5 Signs It’s Time to Upgrade Your IVR

Let’s face it, there are other technologies in the contact center that are more exciting than your IVR. But despite the rise of other communication channels, telephony remains “by far the largest inbound interaction channel,” according to ContactBabel. That being the case, it’s worth asking, “Is it time to upgrade the IVR?” Here are five... Read More

The Hybrid Customer Contact Center

In the last post, I talked about the Big Buckets. One bucket holds transactional (self-service) events. One contains interactional (live-agent) events. And the third is home to the hybrids: events that are both transactional and interactional. That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt... Read More

The First Step in Planning Your Self-Service Investment

The First Step in Planning Your Self-Service Investment Planning your self-service investments means making decisions across multiple disciplines. USAN, in association with ContactBabel, has just published a nearly 200-page report on that topic—50 charts deep, covering all the critical topics that make up today’s self-service investment strategy. Those topics include transitioning to self-service, evaluating ROI,... Read More

Omnichannel: Balancing Cost and Control

Two of the most critical issues companies deal with when deciding on the right omnichannel solution are what it costs and how it’s controlled. The cost of installing and maintaining a sophisticated omnichannel operation is as low as it’s ever been, for three reasons: The cost of all the pieces of compute-network-store infrastructure becomes cheaper... Read More

Omnichannel in Action

The other day my errands turned into one omnichannel adventure after another. My experience offers three examples of how companies in three different industries improved my customer experience with their omnichannel solutions. Pick Up Prescriptions My first stop was my pharmacy. The pharmacy sent me a text telling me that a prescription had been automatically... Read More