USAN and Amazon Connect

Designing, architecting, and deploying contact center applications on AWS

  • Implementation of cloud-based ACD including skills-based routing
  • Outbound dialer and campaign management
  • IVR self-service options using Natural Language Processing (NLP) technology
  • Smart agent desktop with screen pop and integrations to CRM systems
  • Conversational bot design for IVR and web
  • CX Assessments for tech stack evaluations

Contact Center Automation

Utilize natural language chatbots, Interactive Voice Response (IVR), and automated customer voice authentication.

Real-Time & Historical Analytics

Improve performance and lower costs using powerful analytics tools, including visualization, to make business decisions.

Task Management

Prioritize, assign, and track agent tasks to completion, including work in external applications to ensure customer issues are quickly resolved.

What is 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. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations.


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USAN Services

CX Consulting

Deciding which technologies will enable your business to meet its goals can be difficult. Which tech platform will work best for your customers? Which technologies will most positively impact your bottom line? Which will work best together? When you’re looking to validate your tech decisions and get buy-in from your whole organization, you need to prove the value of the various tools you’re considering. A customer experience assessment can help. Download the Whitepaper  

Customer Service Solutions

for Amazon Connect

Agile or waterfall approach to custom system configuration and integration. Services include comprehensive self-service IVR, including LEX speech recognition, custom IVR reporting, cradle to grave reporting, skills and complex group routing, omnichannel communications, and deep integration and orchestration with back-end systems.


for Amazon Connect

All-in-one package delivers a basic Amazon Connect system setup to get to a Proof of Concept in 2 weeks. Configure up to 20 agents, 2 groups, basic touch-tone IVR menu routing with prompting, and tagging of 5 pieces of data to be displayed in the default desktop.

Recent Publications

USAN Provides Cutting Edge Outbound Dialing Solution to a Leading Automotive Manufacturer

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...

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4 Contact Center Strategies to Combat Agent Attrition

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...

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3 Technologies That Are Increasing Agent Engagement Post Call

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...

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