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Supercharge Amazon Connect with USAN Contact Suite for improved customer experiences and innovative industry solutions.
Native omnichannel solutions that extend the power and reach of Amazon Connect. Minimal integration effort is required and the suite can be seamlessly implemented to work in tandem with Amazon Connect and other AWS services.
Agent Desktop is a customizable interface that brings the full power of Amazon Connect to the agent.
Add automated outbound calling capabilities to Amazon Connect to run multiple, concurrent campaigns.
Chat with customers and prospects in real-time conversations from your website.
Give your customers the flexibility to engage on the communication channel of their choice.
for Amazon Connect
Agent Desktop is a customizable desktop interface purpose-built for Amazon Connect. Agent Desktop enables agents to receive, make, and manage calls on Amazon Connect and has integrations to back-end and external systems such as CRM platforms.
The unique combination of USAN’s dialer and Amazon Connect Outbound Campaigns delivers high quality, high touch communications with customers while maintaining compliance and improving agent efficiency.
Web chat for Amazon Connect is an easy-to-implement communications channel that lets prospects and customers interact with your agents directly from your website. Agents have access to a unified interface in an all-in-one application.
Give your customers the flexibility to engage on the communication channel of their choice. Emails are managed from the same unified Contact Suite desktop as other interaction types, giving customers a seamless experience.
USAN is an AWS Launch Partner for Amazon Connect Outbound Campaigns
USAN Contact Suite allows you to link different customer endpoints, such as phone numbers and email addresses, giving a more comprehensive view of past activity.
Traditional integrations are notoriously fragile. Any time a system is upgraded, there’s a good chance that integrations are broken or that new functionality has to be manually introduced. Contact Suite’s integration hooks allow customization and built-in functionality to coexist on a single page, eliminating the need to constantly update custom code and worry about the risks that come with a fragile integration framework.
When agents interact with customers, it’s most efficient and ideal to address everything that customer needs in a single interaction. Open Work Items can help with that. This Contact Suite feature makes customer service proactive by prompting agents with next step statements like, “I’ve taken care of A, but I see that you also need B. Can we resolve that now?”
Contact Suite provides precalculated durations to make reporting much easier. The records will include explicit time stamps and durations, which makes this analysis process significantly faster and easier.
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A leading automotive brand required a flexible cloud contact center solution with a roadmap that met their needs today and in the future. They selected USAN as their partner to design and deploy an end-to-end CX solution featuring Amazon Connect and USAN Contact Suite for Amazon Connect.
Read the Success Story
Edcor, a leading tuition and student loan assistance company, desired to offer an omnichannel customer experience with self-service capabilities while optimizing its contact center workforce. It also needed defined KPIs to measure agent performance as well as a way to capture those metrics.
Read about their successful migration to USAN Contact Suite and Amazon Connect in this case study.
Atlanta - June 22, 2022 USAN, a leading provider of cloud customer engagement solutions, announced the successful deployment for a top US automobile manufacturer of Contact Suite and Amazon Connect from Amazon Web Services (AWS) which includes support for Amazon Connect outbound campaigns. The rollout is significant because of the breadth of functionality delivered and...
Contact center turnover rates have historically been high. Couple that with the spike in attrition rates across the country (and the world), and the problem becomes even more serious. What is causing the increasing agent churn? First is the U.S. job market, with rising job numbers and a decreased unemployment rate. These factors create more opportunities for agents...
Contact center agents have been under a lot of pressure since the pandemic began. They’ve had to deal with increasingly unruly customers, and most have been asked to adapt to virtual working environments. All of this has led to high rates of agent turnover, and as a result, many organizations are taking action to improve agent engagement and...
A customizable, workflow-driven desktop application that seamlessly integrates with Amazon Connect.
World class contact center solutions at your fingertips.
