USAN Contact Suite for Amazon Connect

Customizable agent desktop, outbound dialer applications, and digital communication channels – seamlessly integrated with Amazon Connect

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USAN Contact Suite Amplifies the Power of Amazon Connect

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Who We Are

USAN is a pioneer in multi-channel communications and cloud deployments. Our expertise lies in combining design, integration and implementation services that convert rigid, siloed environments into dynamic business systems. With years of AWS experience, USAN provides a proven methodology for architecting and deploying Amazon Connect solutions.



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What We Offer

USAN Contact Suite consists of pre-packaged solutions that extend the power of Amazon Connect. No integration effort is required and the suite can be seamlessly implemented to work in tandem with Amazon Connect and other AWS services. Capabilities include a customizable, workflow-driven agent desktop,  automated outbound dialing, and digital communication channels.

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How It Helps

The pay-as-you-go model provides low Total Cost of Ownership and easy ramping up and down based on volume spikes. Contact Suite adds needed functionality to Amazon Connect's MVP (minimum viable product) approach. Pre-packaged integrations are easy and quick to implement on Amazon Connect deployments.

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Agent Desktop with Dialer

Agent Desktop is a customizable desktop interface built for Amazon Connect. Agent Desktop enables agents to receive, make, and manage calls on Amazon Connect and has integrations to back-end and external systems such as CRM platforms. Agent Desktop and Dialer add several capabilities to Amazon Connect, including:

  • Screen pops with call context data
  • Call dispositioning
  • Context-driven agent workflows
  • Customizable forms
  • Blended inbound and outbound capability
  • Preview dialing
  • List management
  • Advanced retry logic



Web Chat and Email Channels

Web Chat and Email for Amazon Connect are easy-to-implement communication tools that give customers the flexibility to engage on the channel of their choice. As part of USAN Contact Suite, agents have access to a single, unified interface in an all-in-one application that enables digital customer support. Capabilities include:

  • Access to customer data with full contact history 
  • Optional pre-chat or visitor forms for additional data capture
  • Shortcut buttons to share URLs and documents
  • Visitor authentication via configurable workflow tabs
  • Email routing based on agent skill for quick issue resolution
  • Respond to emails from traditional email clients or from web and mobile “contact us” forms
  • Email and Web Chat can be blended with other voice calls for optimized agent workloads