News : Accelovance Selects USAN’s Contact Center Suite
Atlanta, GA, United States, Sept 23, 2014 -- USAN, a cloud services provider of multichannel call center products and technologies, announces that its hosted contact center solution has been selected by Accelovance, a clinical research organization, to execute a vaccine clinical research study.
On behalf of a pharmaceutical company, Accelovance is conducting patient surveillance for a clinical research study on the effectiveness of a vaccine to prevent infection. As part of the study, Accelovance call center representatives will complete a detailed questionnaire with each participant per study protocol to gather important research data. To accomplish this, the call center will be available for both inbound and outbound dialing to all U.S. time zones. USAN’s technology authenticates each inbound caller via a unique and confidential ID number to ensure data accuracy. In addition, the technology supports automated routing decisions as to whether the patient should be referred to a clinic.
USAN and Accelovance implemented a solution with additional options that include calling participants during their preferred time frame, the ability to transfer study participants to a nurse for "real-time" discussion, and the capability to leave messages for unanswered calls. For inbound interactions, the ACD is able to queue and route calls based on agent skills and availability, in order to create an efficient and focused experience for the participant.
"Accelovance is pleased to partner with USAN on this study. Their quick deployment, delivery of the complex requirements we require for data capture, and their ability to satisfy the mandated communication compliance standards made Metaphor Voice the ideal solution for us," said Sara Riggenbach, Project Coordinator for Call Center Division of Accelovance.
Posted by Veronica Silva Cusi, news correspondent
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For more than 25 years USAN has been perfecting the customer experience for major US and multi-national brands. USAN applies deep omnichannel expertise to simplify complex contact center problems and implement the best practice driven solutions. From traditional telephone interactions to the mobile, kiosk, web, social media and everything in between, USAN’s portfolio of customer engagement products gives companies broad flexibility in how they engage customers to meet business goals while USAN’s consultative and management services ensure a focus on value and continuous success as business needs change. USAN meets companies where they are right now to create the perfect customer experiences for today and tomorrow.
Published: Friday, September 26, 2014