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Rooms To Go, an independent furniture company, has selected USAN’s (News - Alert), a global provider of a multi-channel contact center products and technologies, social media monitoring and customer contact center for its 275-seat contact center. USAN offers a variety of hosted and on-premise multi-channel customer contact, service, sales and support products, including hosted automatic call distributor, hosted predictive dialer, onsite contact center suite, customer engagement platform, workforce management, and quality management.

With USAN’s platform, Rooms To Go will now have social media monitoring, conference call and transfer capabilities, remote control screen monitoring and capture, call blending, and the ability for agents to toggle between inbound and outbound interactions.

"Rooms To Go is America's favorite place to buy furniture, and USAN is excited to partner with this great company in keeping that brand promise," said Steven P. Walton, USAN president and CEO. "With our customer contact products and new social media solution behind every interaction, Rooms To Go will continue to provide an exciting and innovative way for their customers to shop for furniture."

Utilizing the blended inbound and outbound capabilities of USAN’s on-premise automatic call distributor, interactive voice response, and predictive dialer platform, Rooms To Go will be able to facilitate customer service and deliveries, appointment settings, confirmations and reminders, and will expand its customer service reach by using social media channels to confirm deliveries and perform customer surveys.

"As our business and our customers continue to evolve, we realized we needed some new and different capabilities to deliver the best experience possible," said Chris Hunt, vice president of customer service for Rooms To Go. "After much research and consideration, we chose USAN because they have the technological innovation, the service-oriented mindset and a vision for the future that matches ours."

USAN’s hosted predictive dialer is an automated dialing solution that allows companies to conduct high volume outbound collections, telemarketing, telesales, fundraising or any other type of call campaigns and achieve unprecedented agent productivity and customer contact rates. It brings efficiency to outbound customer contact efforts by automating the dialing process, detecting connected calls, busy signals or answering machines, and determines agent availability based on talk time, skill and other parameters. The USAN outbound dialer also helps to make sure campaigns comply with Do Not Call (DNC) and Telemarketing Sales Rules (TSR (News - Alert)).

For optimal customer service experience, make sure contact center operators are paying attention to responsiveness. A recent survey by Ifbyphone (News - Alert) found that consumers who get a response in less than a minute are 58 percent more likely to make a purchase and 73 percent more likely to recommend the brand to someone else. Four out of five respondents indicated a desire to abandon a brand due to poor response times.