Case Study: Accelovance achieves secure, accurate clinical trial calling with USAN Metaphor Voice Suite

Call Center Division of Accelovance - Customer Case Study

The Call Center Division of Accelovance, a clinical research organization, faced stringent challenges for a vaccine study that demanded a 100% call success rate and perfect data accuracy. They needed a HIPAA-compliant solution to authenticate callers and guide agents through complex protocols to eliminate errors. To meet these demands, Accelovance turned to vendor USAN to implement the Metaphor Voice Suite.

USAN's hosted Metaphor Voice Suite provided a highly customizable and secure contact center solution. It automated caller authentication and guided agents with a workflow-driven desktop, removing the burden of complex, real-time decisions. This allowed agents to focus on subjects, improving both customer service and the accuracy of collected data. The solution gave Accelovance the reliability, security, and flexibility required for their critical research.