Award Winning Clinical Research Organization ( CRO) Selects USAN Hosted Contact Center Solution for HIPAA-Compliant Clinical Research Study

Online, February 29, 2012 (Newswire.com) - USAN, a worldwide provider of a comprehensive portfolio of multichannel call center products and technologies, announced today that an Award Winning CRO will be using its hosted interactive voice response (IVR), predictive dialer and automatic call distributor (ACD) to execute a 20-month flu vaccine study with 20,000 enrolled participants.

The CRO will access USAN's cloud-based IVR, Predictive Dialer and ACD to conduct and monitor all facets of the study in their 50 agent contact center.

USAN deployed a custom solution that includes IVR for automated outbound surveys and predictive outbound dialer for high volume calls to study participants to answer pertinent medical questions. USAN implemented the solution with options including the ability to transfer study participants to a live nurse, and the capability to leave messages for unanswered calls. For inbound interactions the ACD queues and routes calls based on agent skills and availability. To make the experience seamless, agents will have access to a custom desktop-integrated with the existing patient database-developed by USAN. In addition, the solution was designed to ensure that all calls and patient data will be protected and compliant with HIPAA and FDA legislation.

"We are pleased to partner with USAN on this study. The ability to provide a quick deployment, delivery of the heavy customization we required for back-end data capture, and the ability to satisfy the mandated communication compliance standards made USAN's hosted contact center the ideal solution for us," said a project coordinator for the call center division of the CRO.
"USAN prides itself on offering customers like this the flexibility they need when they need it to manage customer interaction initiatives with ease," said Steve Walton, President and CEO, USAN. "We are thrilled to have been chosen as the ideal solution for implementing this important study."

About USAN
USAN helps companies profitably engage customers and deliver amazing cross-channel experiences with the industry's first and only cloud, premise and hybrid multi-channel customer engagement solution. From traditional telephone interactions to the web, social media and everything between, USAN's portfolio of call center products delivers effective and affordable customer experience and contact management. In addition to campaign management, back-office integration, and business process automation, USAN's premise and SaaS offerings include IVR, ACD, and outbound dialers, all built upon a fifth-generation carrier-grade infrastructure that delivers "five nines" of availability and proven scalability.

Contact:
Robb Duke
USAN
770-409-6378 office
770-729-8589 fax
[email protected]
www.usan.com

# # #