USAN Adds Omnichannel to Amazon Connect

Published December 3, 2019

ATLANTA, December 3, 2019 – USAN, a leading provider of cloud customer engagement solutions, has added new digital channels to Contact Suite for Amazon Connect, including web chat and email functionality.  Contact Suite is designed to extend the functionality of Amazon Connect, an easy-to-use omnichannel cloud contact center from Amazon Web Services (AWS) that helps companies provide superior customer service at a lower cost.

With Contact Suite, agents have access to a single, unified interface in an all-in-one application. A workflow-driven agent desktop, outbound dialing campaign management, web chat, and email are fully integrated with Amazon Connect, supporting prospects and customers on the channel of their choice.

“The best way to build customer loyalty and satisfaction is to make it easy for customers to interact with companies,” said Steve Walton, President and CEO of USAN. “A mix of communication channels should include traditional voice calls, self-service channels such as chatbots and interactive voice response, and digital channels such as web chat and email. It’s never been easier to implement an omnichannel strategy with USAN Contact Suite and Amazon Connect.”

Web chat capabilities include:

  • Access to website visitor data with full customer history and order details
  • Custom branding and configuration
  • Optional pre-chat or visitor forms for additional data capture
  • Shortcut buttons to share URLs and documents
  • Visitor authentication via configurable workflow tabs
  • Customer surveys
  • Post-chat analytics with Amazon Kinesis

Email capabilities include:

  • Email routing based on agent skill for quick issue resolution
  • Customer data can be used to initiate personalized responses
  • Respond to emails from traditional email clients or from web and mobile “contact us” forms
  • Emails can be blended with other interaction types for optimized agent workloads
  • Email text analytics with Amazon Kinesis


About USAN:

USAN is a leading Cloud Contact Center Solutions provider with over 30 years of experience enabling CCaaS transformations and empowering businesses to deliver exceptional omnichannel customer experiences. With a strong focus on innovation and customer success, USAN offers a comprehensive suite of CCaaS offerings that enable organizations to optimize their contact center operations and drive superior outcomes.