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What It Is

Visual IVR for Amazon Connect is a customer self-service solution that has an out-of-the-box integration to Amazon’s cloud contact center platform, Amazon Connect. This mobile engagement solution transforms your voice IVR into a digital self-service experience.

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What It Does

Visual IVR for Amazon Connect recreates your IVR experience as an optical, mobile application. It replicates IVR menus, prompts, flows and rules in a graphical format, offering another choice in the way customers interact with your business.

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How It Helps

The core business value of Visual IVR for Amazon Connect is making things easier for your customers. It also lifts the load on your live staff. With Visual IVR, many of the interactions that are perceived as just too hard for IVR and end up with a live agent, become easy.

Visual IVR for Amazon Connect Video Overview

Learn how USAN’s Visual IVR for Amazon Connect offers your customers mobile web self-service options.

Visual IVR for Amazon Connect Logical Communications Flow

Features

  • Offers the customer a mobile web and SMS option for complex data collection and presentation
  • Collaborative solution allows voice prompts to guide the users through the graphical process
  • Seamless integration to Amazon Connect extends IVR functionality

Benefits

  • Improved Customer Experience – provides convenient support with an improved way to navigate phone support options.
  • Increased Call Containment – richer interaction capabilities and improved usability means customers will enjoy the self-service experience and will  “zero out” to an agent much less frequently.
  • Easy deployment and integration using Amazon standard tools.

Visual IVR for Amazon Connect

Financial Services Institution Simplifies Mobile Self-Service with Visual IVR

A top 10 global bank developed over 40 separate self-serve applications across a multi-decade relationship with USAN. Utilizing voice self-service best practices, USAN and the bank were able to achieve containment rates ranging from 45-89%. However, in a continuous improvement initiative, the bank wanted to boost its self-service numbers further, while at the same time increasing customer satisfaction.

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Recent Publications

USAN Announces New Amazon Web Services Designation: Connect Service Delivery Partner

USAN announced today that it has achieved the Amazon Web Services (AWS) Service Delivery Partner designation for Amazon Connect, recognizing that USAN improves customer experience and outcomes by identifying customer pain-points and designing a solution based on Amazon Connect and other AWS services. Achieving the Amazon Connect Service Delivery designation differentiates USAN as an AWS...

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USAN Announces Contact Suite for Amazon Connect

  March 18, 2019 – USAN, a provider of cloud-based customer engagement solutions, today announced the availability of Agent Desktop for Amazon Connect and Dialer for Amazon Connect. These solutions, along with Visual IVR for Amazon Connect, comprise USAN Contact Suite, a set of pre-packaged solutions built by USAN to extend the power of Amazon...

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Calculating the Total Cost of Ownership for Amazon Connect

Calculating the Total Cost of Ownership for Amazon Connect Total cost of ownership (TCO) is an important factor to consider when deciding whether or not to migrate your contact center to the cloud. However, unlike a move from one on-premises application to another, calculating the TCO for a cloud-based app is like comparing apples to...

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