Case Study: a leading financial services institution increases ANI match rates by 20% with USAN

Financial Services Institution Increases ANI Match Rate By 20%, Reducing IVR Opt-Out and Contact Center Costs

A leading financial services institution faced the issue of declining IVR authentication rates as more customers used mobile phones, which were not on file. This low ANI match rate increased contact center costs by forcing more calls to agents and left the institution unable to reach customers for critical outbound communications. They partnered with USAN to address this challenge using its hosted contact center technology.

USAN implemented an automated IVR solution that tracked unidentified callers. If a customer called three times in two months from the same number, the system prompted them to update their profile with an offer of faster future access. This process gathered new phone numbers without agent interaction. As a result, USAN helped the institution achieve a 20% increase in its ANI match rate within 18 months, which boosted IVR utilization and reduced contact center costs while improving outbound contact data.