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Omni-channel contact center leader to address evolution of customer engagement

Phoenix, AZ (February 7, 2017) – Farid Shenassa, Chief Technology Officer, USAN, an omni-channel contact center technology provider and Enghouse Interactive Contact Center Service Provider partner, has accepted an invitation to join the executive panel, “Customer Service, Evolved Part I,” at ITEXPO 2017, taking place February 8 – 10, 2017 in Fort Lauderdale, Florida.

For more than 25 years USAN has been perfecting the customer experience for major US and multi-national brands. As CTO, Farid Shenassa is responsible for the overall technological direction of the company and contributes to the product roadmap development and implementation.

“Omni-channel contact center functionality, consumed as a service from the cloud, has revolutionized how organizations of all sizes and in all sectors, deliver optimal, synchronized customer service that transcends channels,” said Farid Shenassa, CTO, USAN. “I look forward to joining this distinguished panel and dissecting proven strategies to eliminate points of friction along the customer journey.”

WHO:              Farid Shenassa, CTO, USAN

WHAT:            Customer Service, Evolved Part I

WHEN:            Friday, February 10, 2017 @ 10:00 am EST

WHERE:         ITEXPO 2017, Greater Ft. Lauderdale/ Broward County Convention Center, Fort Lauderdale, Florida              

Customer service, once considered mundane, has moved front and center with the advent of social media, mobile everywhere, and the increasing demand from consumers for instant gratification and immediate resolutions. Session attendees will hear insights on customer service communications trends, best practices, and how customer service teams can leverage new technologies and frameworks.

ITEXPO remains the communications industry’s vital, annual kick-off point because it’s content and participants continuously evolve with the marketplace. Today’s buyers connect with the RIGHT sellers to meet their specific, unique needs. ITEXPO 2017 is the 34th rendition of this great event, first held in October, 1999 in San Diego.

About USAN

USAN helps companies profitably engage customers and deliver amazing omni-channel experiences with the industry’s best cloud and hybrid customer engagement solution. From traditional telephone interactions to web-based communications including chat, email and social, USAN’s portfolio of contact center applications gives users infinite flexibility in the way they engage customers across channels. In addition to hosted ACD, IVR, WFM, Quality Management and Agent Desktop, USAN offers back-office integration and business process automation powered by a sophisticated omni-channel rules and workflow engine. All built upon a fifth-generation, carrier-grade infrastructure that delivers the highest availability in the industry with proven scalability to support the largest enterprises.

About Enghouse Interactive

Enghouse Interactive ( delivers technology and expertise to maximize the value of every customer interaction. The company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, knowledge management, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 800 dedicated staff across the company’s international operations.

Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol “ENGH.” Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including AndTek, Arc, CosmoCom, Datapulse, IAT, IT Sonix, Presence Technology, Reitek, Safeharbor, Syntellect, Telrex, Trio, Voxtron and Zeacom. Learn more at

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