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.
Our Professional Services bundle includes all the necessary steps, tasks, and actions required for a successful Amazon Connect implementation. This bundle covers discovery, design, build, deploy, full QA, user acceptance testing, and production warranty support. We provide experienced Amazon Connect Business Analyst and Technical Consultants to work with both business and technical resources to walk through IVR Routing/ACD requirements and business objectives.
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.
Our Amazon Connect managed services offering includes four key areas: observability, incident management, MACD (Moves - Add - Changes - Deletes), and optimizations. With real-time monitoring and correlation of system log messages, metrics, and anomalies, we prioritize identifying and correcting issues before they impact your service. Our Tier 1 through Tier 4 incident management support covers break/fix for the AWS Connect service, custom software components, and underlying AWS critical infrastructure. We also schedule and implement changes quickly and efficiently, whether it's adding new toll-free numbers or a new agent group.
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.
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.
Contact Suite amplifies the power of Amazon Connect, providing enhanced capabilities including an Agent Desktop, additional support for Email as a channel, and blended inbound/outbound communications. The applications are purpose-built for Connect with minimal integration effort, thus shortening the deployment and implementation time. It provides contact center agents with a complete view of Amazon Connect and Contact Suite interactions across channels, including voice, email, chat, SMS, social, and tasks. The administration portal is designed for ease of use and configuration while maintaining the flexibility of Amazon Connect. The suite provides enhanced business result and performance data such as dispositioning, annotation, and agent activity tracking to provide greater depth to the Amazon Connect data lake.
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