Sold by: USAN
Deployed on AWS
USAN Configuration Manager for Amazon Connect is a powerful portal that provides Connect business users the flexibility to deploy real-time configuration changes. The ability to make contact center brand, configuration, and emergency maintenance changes are available on-demand without coding and under full change management.
Overview
USAN Configuration Manager for Amazon Connect offers maximum flexibility and security by providing role-based access for users with the ability to change and control all data-driven call flow attributes through an easy-to-use table interface. Changes and updates can be tested prior to production deployment and then scheduled to take effect immediately or at specific future dates and times. A complete audit history is available for all changes if needed and maintenance windows may be defined to constrain deployment. A flexible table-driven design supports changes to hierarchical branding and conditional call treatments that provide the ability to quickly react to business changes and manage event-driven messaging. New call flows can be created with limited technical/development support. The tool provides the ability to create metafile definitions that mistake-proof tables by categorizing and validating table values and rules.
Flexible Configuration Tool for Amazon Connect
- Functional features such as turn on/off call backs are created based on business rules/conditions
- Configuration Manager portal is provided as a fully managed service
- Can schedule changes to deploy on a known date/time and optionally roll-back on a known date/time (promotional messaging, holiday routing, etc.)
- On-demand event driven changes can be quickly deployed across multiple flows
- Emergency messages
- Branding messages
- Scheduled messages
- Notification holiday messages
- Modifications to contact center business logic can be easily and safely deployed by business users
- Changes can be rolled back instantly to prior state if needed
- Audit trails are created for analysis or audit documentation
- Conditional routing adjustments are made to address events and environmental changes
For information on possible private offers, please contact AWS_Sales@usan.com
Highlights
- Configuration Manager shortens Amazon Connect deployments by up to 40%.
- Remove need for IT management/involvement in common MACDs.
- Modifications to contact center business logic can be safely deployed by business users.
Details
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Configuration Manager | Configuration Manager Base Platform Fee | $36,000.00 |
Dimension | Cost/unit |
|---|---|
Per Lambda invocation | $0.001 |
Vendor refund policy
No Refunds except where required by law
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
USAN offers Standard AWS Marketplace SaaS support as part of the license fees of the service as defined here: https://www.usan.com/usan-saas-service-for-aws-marketplace-support/ . For enhanced service, please contact AWS-Sales@usan.com . For support, please contact support@usan.com or call us at 800-277-0504.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
By TASKE Technology
By OMNINGAGE
AI generated from product descriptions
Role-Based Access Control
Role-based access management for users with ability to change and control all data-driven call flow attributes through table interface
Change Scheduling and Rollback
Ability to schedule configuration changes to deploy on specific dates and times with optional rollback functionality, and instant rollback to prior state if needed
Audit Trail and Change History
Complete audit history and audit trails created for all configuration changes for analysis and audit documentation
Table-Driven Configuration Design
Flexible table-driven design supporting hierarchical branding, conditional call treatments, and metafile definitions with categorization and validation of table values and rules
Event-Driven Deployment
On-demand event-driven configuration changes deployable across multiple flows including emergency messages, branding messages, scheduled messages, and notification messages
Real-time Monitoring and Dashboards
Second-by-second monitoring of contact center metrics across omnichannel interactions with customizable dashboard displaying call volumes, wait times, and agent activity.
Historical Analytics and Reporting
Generation of contact center performance reports by day, week, month, and year with ability to view, print, and share activity and performance data.
Contact Flow Visualization
Visual representation of customer journey through contact center from start to finish with ability to identify routing problems and evaluate expected service routes.
Lex Bot Analysis
Evaluation of Amazon Lex bot effectiveness including analysis of word usage, expression matching against configured intents, and bot slot filling success rates.
Contact Search and Sentiment Analysis
Advanced contact record search functionality with transcript review, hold and transfer time analysis, and sentiment-based contact filtering capabilities.
Multi-Channel Contact Support
Handles Voice, Chat, SMS and Social Media contacts through a unified platform
Real-Time Performance Analytics
Data-powered dashboards and visualizations providing visibility into agent performance, interaction quality and customer sentiment KPIs
Customer Journey Visualization
Provides customer journey visualizer with customer interaction history and interaction management capabilities
Enterprise Integration Capabilities
Integrates with corporate directory for single sign-on, supports multiple CRM platform integrations, and offers open APIs for custom reporting and business intelligence
Security and Compliance Features
Includes PCI compliance, built-in CRM, multilingual chat support, video calling, and Microsoft Teams integration
Standard contract
No
Customer reviews
No customer reviews yet
Be the first to review this product . We've partnered with PeerSpot to gather customer feedback. You can share your experience by writing or recording a review, or scheduling a call with a PeerSpot analyst.