NORCROSS, Ga., June 2, 2011 /PRNewswire/ -- USAN, Inc., a pioneer in the hosted contact center industry, today announced the acquisition of Interactive Softworks, Inc. (ISI), an innovator in customer engagement software solutions, to augment its hosted call center capabilities with multichannel campaign management and multi-channel customer interaction.
The combination of USAN's extensive hosted call center capabilities and ISI's unified Customer Engagement platform creates the industry's first hybrid, hosted and premise based multi-channel solution for business driven Customer Engagement. The combined solution provides USAN customers access to hosted, premise—or a combination of the two deployment options, as well as a platform for unifying communications, developing multi-channel applications, integrating back-office systems, and efficiently driving and exposing business processes across any consumer communication channel.
"Customer-centric companies recognize that today's customers expect and demand real-time, exemplary service in every channel of communication—from traditional telephone interactions to the web, emerging social media and everything between," said Steve Walton, USAN's President and CEO. "Interactive Softworks' customer engagement technology provides the perfect complement to our current solution. The new USAN will offer the industry's most complete set of customer engagement services capable of handling any type of cross-channel inbound, outbound or blended interaction."
Brenton Farmer, CEO and co-founder of Interactive Softworks, said, "USAN and Interactive share a common vision to provide individualized customer interactions across any form of communication. In today's business environment customer loyalty and the ability to respond to changing events and engage in social interaction is critical. The combination of our technology with USAN's experience in cloud-based contact center technology will enable the new USAN to transform the way companies communicate with and serve their customers."
Terms of the transaction were not disclosed.
Since 1989, USAN has been perfecting customer touch points by providing enterprises and carriers with hosted and cloud-based contact center solutions that connect people with information more quickly and intuitively, increase customer loyalty, and reduce operational costs. USAN provides a comprehensive portfolio of call center products including network-based interactive voice response (IVR) systems, outbound dialers and automatic call distributors (ACDs), all built upon a fifth-generation carrier-grade infrastructure that delivers "five nines" of availability and proven scalability. For more information, visit www.usan.com.
About Interactive Softworks
Interactive Softworks improves the way organizations engage customers by synchronizing critical real-time data with back-end processes and driving individualized customer interactions across multiple communication channels (voice, Web, IVR, chat and social media). Interactive's solutions represent the next step in Business Process Management (BPM) and Customer Relationship Management (CRM) systems, enabling smarter and more consistent customer experiences that leverage partner and market-driven opportunities. Today, Interactive Softworks optimizes business performance and delivers successful customer acquisition, loyalty and retention campaigns for innovative Fortune 500 companies.