USAN Announces Contact Suite for Amazon Connect

Published March 18, 2019

March 18, 2019 – USAN, a cloud-based customer engagement solutions provider, announced the availability of Agent Desktop for Amazon Connect and Dialer for Amazon Connect today. 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 Connect.

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at a lower cost. Now, with USAN Contact Suite, organizations can seamlessly add agent desktop and outbound calling functionality to their Amazon Connect infrastructure. The solutions require no integration effort and work in tandem with other Amazon Web Services (AWS) products, including Amazon Kinesis, Amazon Relational Database Service (Amazon RDS), and Amazon Simple Storage Service (Amazon S3). Amazon Connect and USAN Contact Suite can eliminate the need for on-premises hardware, and customers pay for only what they use.

USAN Contact Suite is comprised of:

  • Agent Desktop for Amazon Connect. Agent Desktop unites the power of the AWS ecosystem with the ease and flexibility of Amazon Connect. Agent Desktop allows agents to receive, make, and manage calls on Amazon Connect and supports configurable tabs with context-aware content and embedded websites. Features such as screen pop and call dispositioning, and integration with backend systems, help shave seconds from each call to reduce Average Handle Time.
  • Dialer for Amazon Connect. Dialer adds high-touch outbound calling capability to Amazon Connect in order to boost sales, increase collections, launch surveys, etc. The TCPA-compliant platform can blend inbound and outbound agent activity, and run multiple, concurrent campaigns to reach different target audiences. The system plugs into the organization’s existing list management and CRM systems, and other on-premises databases. In addition, Dialer supports dynamic, automated list processing, configurable call dispositioning, and advanced retry logic.
  • Visual IVR for Amazon Connect. Visual IVR adds omnichannel functionality to Amazon Connect contact flows in order to boost self-service adoption rates and improve customer satisfaction. The solution recreates IVR experiences as an optical, mobile application. It extends IVR menus, prompts, flows, and rules in a graphical format, offering customers another option for how they interact with businesses.

One of the first companies to host contact center technology in the cloud, USAN has provided contact center software-as-a-service (SaaS) since 1989. Today, USAN is a Standard Consulting Partner in the AWS Partner Network (APN). USAN helps companies integrate communications and legacy technology and automate business processes to deliver seamless, omnichannel customer experiences. USAN Contact Suite was developed in direct response to customer feedback while providing Amazon Connect integration and implementation services.

“Contact centers are under constant pressure to improve customer service while reducing costs. USAN is leveraging Amazon Connect to make it easier for businesses to achieve these goals,” said Steve Walton, President, and CEO of USAN. “Contact centers can set up an Amazon Connect instance with a fully integrated agent desktop, outbound calling, and visual IVR within days. This simply isn’t possible with premises implementations.”

USAN Contact Suite’s seamless integration with Amazon Connect helps customers:

  • Improve agent productivity
  • Increase call containment
  • Reduce average handle time
  • Improve customer service
  • Easily deploy enterprise-grade functionality leveraging AWS standard tools



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.