USAN Contact Suite for Amazon Connect - 2026 Pricing, Features, Reviews & Alternatives

USAN Contact Suite is a set of capabilities that sit on top of and extend the functionality of Amazon Connect.

Agents have access to a single, unified interface in which to interact with customers across all communication channels.

Agent Desktop for Amazon Connect

Agent Desktop is a customizable interface that brings the full power of Amazon Connect to the agent. Agent Desktop adds several capabilities to Amazon Connect,

including screen pop of call and customer data, customizable call dispositioning, agent workflows, forms, quick links, single sign-on, and more. Details for all calls received by an agent are written to Kinesis Data Streams for data archiving, reporting, analytics, or any other business use. Agent Desktop enables agents to receive, make, and manage calls on Amazon Connect and supports configurable tabs and embedded websites for optimal efficiency.

Dialer for Amazon Connect

USAN Dialer is an accessible, TCPA-compliant platform that manages outbound calling campaigns on Amazon Connect. Dialer can run multiple, concurrent

campaigns and blend inbound and outbound agent activity. The solution supports dynamic, automated list processing, configurable call dispositioning and advanced retry logic. Dialer adds high touch outbound capabilities to Amazon Connect to boost sales, increase collections, launch surveys, and provide outbound notifications.

Web Chat for Amazon Connect

Web Chat is an easy-to-implement communications channel that allows customers to interact with businesses directly from a website. AI-powered chatbots are an option to make service accessible for customers while lowering costs. The application

supports a smooth transition from bot to live agent when needed, with call context and important details about the chatbot session included in the Agent Desktop. Customer experience is improved with tailored, personalized responses, and agent efficiency improves with the ability to work in a blended digital/voice environment.

Email for Amazon Connect

Email is another important digital communications channel to add to the omnichannel mix. Agents can respond to emails from traditional email clients or from web and mobile forms. Because email is configured and managed from the same unified interface as the other components of Contact Suite, emails can be blended with other interaction types for optimized agent workloads. Customer satisfaction is boosted because emails can be routed based on agent skill for quick issue resolution.