USAN Overview

USAN's contact center services address the challenge of enhancing customer experience (CX) maturity. By offering cloud-based solutions, USAN enables businesses to elevate their contact center operations to a higher level of effectiveness. The platform focuses on categorizing and contextualizing customer interactions, ensuring that each engagement is purposeful and tailored to specific business needs. This results in improved customer satisfaction and loyalty. USAN's solutions are designed to integrate seamlessly with existing systems, providing a one-stop solution for businesses aiming to refine their customer service capabilities. Through strategic partnerships, USAN supports organizations in achieving their CX goals, making it a trusted partner in the contact center landscape.

Use Cases

Customers recommend Engagement Management, Sales Call Management, Contact List Management, as the business use cases that they have been most satisfied with while using USAN.

Other use cases:

  • Customer Feedback Management
  • Workflow Management
  • Communication Management
  • Helpdesk Management
  • Campaign Management
  • Performance Management
  • Forecasting
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Business Priorities

Acquire Customers and Increase Sales & Revenue are the most popular business priorities that customers and associates have achieved using USAN.

Other priorities:

  • Enhance Customer Relationships
  • Scale Best Practices
  • Improve ROI
  • Manage Risk
  • Improve Navigation
  • Improve Visibility
  • Increase Customer Life Time Value
  • Improve Internal Communications
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USAN Use-Cases and Business Priorities: Customer Satisfaction Data

USAN works with different mediums / channels such as Phone Calls. Review Sites. Amazon etc.

USAN's features include Personalization, Calculator, Feedback Surveys, etc. and USAN support capabilities include 24/7 Support, Phone Support, Email Support, etc. also USAN analytics capabilities include Custom Reports, and Analytics.

Reviews

"...Experience increased First Contact Resolutions, decreased Average Handle Times, and increased customer satisfaction...." Peer review from USAN

Peer review evidence (same sources as the product rating summary)

"...If you're looking for access to high quality information about omni-channel and contact center customer engagement solutions, then this is the place for you...." Omni-Channel and Contact Center Customer Engagement Resources
"...Agent Desktop enables agents to receive, make, and manage calls on Amazon Connect and supports configurable tabs with context-aware content and embedded websites...." Agent Desktop for Amazon Connect v2
"...Access to website visitor data with full customer history...." Web Chat for Amazon Connect

USAN, Genesys Cloud EX, VCC Live®, Playvox by NiCE, VoiceSage, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Metaphor-contact-center solutions by USAN enhance CX maturity through innovative cloud-based services. Advanced technology and strategic insights drive customer experience excellence.

Popular Business Setting

for USAN

Top Industries

  • Financial Services
  • Utilities
  • Retail

Popular in

USAN is popular in Financial Services, Utilities, and Retail and is widely used by

USAN Customer wins, Customer success stories, Case studies

How can USAN optimize your Engagement Management Workflow?

What makes USAN ideal for Sales Call Management?

What benefits does USAN offer for Contact List Management?

How efficiently Does USAN manage your Customer Feedback Management?

How does USAN address your Workflow Management Challenges?

11 buyers and buying teams have used Cuspera to assess how well USAN solved their Contact Center Software needs. Cuspera uses 694 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

 

Leading U.S.-based fintech firm (healthcare rewards platform) - Financial Services - Medium

USA

USAN’s AI Contact Analytics helped a leading U.S. fintech firm in healthcare rewards uncover agent skill gaps and improve training. The platform analyzed thousands of customer interactions using Gen ...AI, surfacing new customer intents and driving actionable insights. The company moved from manual coaching to coaching on all interactions, accelerating their Amazon Connect deployment. Key results included improved agent performance, enhanced self-service, and reduced costs. The solution provided dashboards, automatic intent detection, and agent coaching recommendations.

Read more →
 

A leading FinTech provider - Financial Services - Large

USAN's AI Contact Analytics helped a leading FinTech provider in healthcare find gaps in agent skills. The company used these insights to create targeted training for agents. They also sped up their ...Amazon Connect deployment. This improved agent performance and efficiency. The case highlights the value of AI analytics in contact centers.

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A top vehicle financing provider - Financial Services - Large

USAN's AI Contact Analytics helped a leading vehicle financing provider quickly identify and resolve a debit card processing issue, preventing a surge in customer calls. The platform, built on Amazon... Bedrock, tracks customer and agent sentiment, customer intents, and resolution outcomes. Leaders used these insights to improve customer experience and agent training. Real-time analytics enabled the company to address problems at their source, reducing costs and enhancing service quality.

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Dominion Energy - Utilities - Very Large

Richmond, USA

USAN migrated Dominion Energy to Amazon Connect, improving call routing and expanding self-service. Dominion Energy used USAN’s AI Contact Analytics with generative AI to analyze all customer interac...tions. This replaced manual call scoring and gave real-time coaching insights for agents. The solution helped identify customer pain points and improved agent performance. Dominion Energy now benchmarks customer experience and finds new trends using AI.

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A leading natural gas provider (serving 7 million+ customers across northern USA and Canada) - Utilities - Very Large

USA

USAN’s AI Contact Analytics helped a top utility company serving over 7 million customers in the USA and Canada. The platform identified a 30% increase in billing-related calls, allowing the company ...to coach agents and proactively address customer concerns. Leaders used the dashboard to spot trends and reduce customer frustration. GenAI-powered coaching improved agent performance and customer satisfaction. The solution turned contact center data into clear, actionable steps.

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Top provider of vehicle financing options (unnamed) - Financial Services - Large

USAN implemented GenAI agent assist solutions for a leading vehicle financing company. The company used Form Fill AI and Post-Call Summaries to automate data entry and conversation summaries in their... contact center. This led to 98% accuracy in fields filled and call summaries generated in seconds. Agents spent less time typing and more time focusing on customers. The solution reduced human error and improved both agent and manager experience.

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Frequently Asked Questions (FAQ)

What buyers ask before choosing USAN

What is USAN used for?

USAN is a Contact Center Software mainly used by its customers to Acquire Customers and Increase Sales & Revenue by Engagement Management, Sales Call Management and Contact List Management .

What are the top features of USAN?

Personalization, Calculator and Feedback surveys are some of the top features of USAN.

Who uses USAN?

USAN is used by Financial Services, Utilities and Retail among other industries.

What are USAN alternatives?

Genesys Cloud EX, VCC Live®, Playvox By NiCE and VoiceSage are popular alternatives for USAN.

Where is USAN located?

USAN is headquartered at Norcross, Georgia.
lightning

Peers used USAN for engagement management and sales call management

USAN Competitors

USAN Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
Custom Reports

4.50/5 ★

Read Reviews (115)
Analytics

4.32/5 ★

Read Reviews (13)
CAPABILITIES RATINGS AND REVIEWS
Custom Reports

4.50/5 ★

Read Reviews (115)
Analytics

4.32/5 ★

Read Reviews (13)

Software Failure Risk Guidance

?

for USAN

Overall Risk Meter

Low Medium High

Top Failure Risks for USAN

USAN, Inc. News

Product

USAN Launches Evolve 90 Managed Services in AWS Marketplace

USAN has launched Evolve 90, a 90-day managed services program for contact center migrations, now available in AWS Marketplace. This program aims to reduce migration risks and accelerate time-to-value for Amazon Connect Customer users, offering structured support and ongoing optimization.

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Awards

USAN Achieves the Amazon Web Services (AWS) Generative AI Competency - AiThority

USAN has achieved the AWS Generative AI Competency, highlighting its expertise in delivering impactful AI solutions on AWS. This recognition underscores USAN's ability to transform customer experiences and drive operational efficiency. As an AWS Partner, USAN excels in deploying generative AI technologies, offering personalized insights and high containment rates for self-service chatbots.

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USAN, Inc. Profile

Company Name

USAN, Inc.

Company Website

https://usan.com/

HQ Location

Norcross, Georgia

Employees

101-250

Social

Facebook Linkedin Twitter

Financials

PRIVATE