Gas South Deploys USAN’s Omnichannel Customer Engagement Solution

Gas South, one of Georgia’s leading natural gas providers with more than 275,000 customers, has selected USAN to deliver full-service and self-service applications to further improve the customer’s experience.

Gas South is replacing important parts of its call center infrastructure with USAN’s Contact Center offering.

Gas South’s customer service agents will rely on USAN's Contact Center solution to process thousands of calls a day. The fully hosted and managed solution enables Gas South to take advantage of modern contact center features, such as surveying, call reporting, call analytics, voice recognition, and expanded customer self-service. In addition, the USAN Contact Center solution enables Gas South to more easily accommodate additional service channels in the future.

The USAN Contact Center solution includes an automated call distributor for intelligent inbound call routing, an interactive voice response system for automated customer service, and an automated outbound dialer. The suite is managed by a Web portal to change system parameters, inbound routing rules, outbound dialing, call recording, agent monitoring, reporting and more.

"At Gas South, delivering outstanding customer service has always been a priority for us. We know our customers have a choice of natural gas providers, and we've removed any barriers that might prevent us from taking the customer experience to the next level," said Greg Dunavant, director of customer care operations at Gas South, in a statement. "The technology upgrade will allow us to differentiate ourselves from other natural gas marketers and deliver the service our customers deserve. We can now more easily make changes to our customer service channels on demand, deliver more self-service options and, most important, remain forward-looking in our service-delivery strategy.”

"We knew Gas South would only choose a provider that would serve as a business partner by taking responsibility for all service activities, performance, and new technologies," said Tad Thompson, senior vice president of sales and marketing at USAN, in a statement. "We took the time to understand Gas South's business and deployed a long-term solution that not only solves current issues but will also address future needs."

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