USAN recognizes the importance of rapid deployment for achieving tangible business benefits. With a track record of migrating legacy environments to Amazon Connect 30-50% faster than traditional deployment methods, USAN provides end-to-end design, integration, and deployment services for Amazon Connect, the cloud-based contact center offering from AWS. This all-in-one, AI-and-ML-powered contact center improves agent productivity and customer experience across voice and digital channels.

USAN Advanced Professional Services ”Connect and Innovate” bundle offers Amazon Connect design and implementation, CRM integrations, Lex bot generation, and Contact Lens for Amazon Connect configuration and deployment. Contact Lens uses real-time conversational analytics and machine learning for quality management. The bundle includes the following phases: Discovery, Design, Build, Deploy, Full QA, User Acceptance Testing, and Production Warranty Support.

During the Discovery phase, experienced Amazon Connect Business Analyst and Technical Consultants from USAN work with both business and technical resources to walk through IVR self-service and routing/ACD requirements and business objectives. In the Design phase, USAN designs flexible and configurable contact flows based on customer requirements identified during discovery. Design and Development include setup of USAN's Connect Configuration Manager toolkit, Enterprise CRM integrations, IVR self-service Amazon Lex bot, IVR Self-Service, Connect Configuration Manager for Connect non-native Queue Management services, Connect Configuration Manager for Connect non-native Agent Management services, setup of up to 50 Agents, 5 routing agent profiles, and up to 10 queues, and full setup in up to 3 customer Amazon Connect environments (Development, UAT, Production).

Routing Menus/SubMenus include building out any customer intro routing menus and submenus required and optionally setting up and deploying flexible menu and routing configuration which allows business owners to dynamically change menu options and routing using Connect Configuration Manager. The solution will also include setup of Contact Lens for Amazon Connect for real-time transcription and sentiment scoring and custom executive and agent leader dashboards.

USAN offers complete QA certification and testing, assigned USAN Project Manager for full life cycle of discovery, development, UAT acceptance, production warranty, documentation handoff and training, Connect Configuration Manager training, optional Professional Services at an additional charge based on discovery, and support.

Contact Center Launch and Innovate package costs $300,000 and is sold by USAN. USAN offers Professional Services IP, including toolkits and integration connectors, to accelerate Amazon Connect implementations by 35-50%. The combination of Amazon Connect, Lex bots, Contact Lens, CRM integrations, and USAN’s technical expertise delivers flexible and innovative contact center solutions.