USAN Adds Email and Web Chat to Contact Suite for Amazon Connect

USAN, a provider of cloud customer engagement solutions, has added web chat and email channels to Contact Suite for Amazon Connect. Contact Suite is designed to extend the functionality of Amazon Connect, Amazon Web Services' omnichannel cloud contact center platformt.

With Contact Suite, agents have a single, unified interface in an all-in-one application. A workflow-driven agent desktop, outbound dialing campaign management, web chat, and email are fully integrated with Amazon Connect.

"The best way to build customer loyalty and satisfaction is to make it easy for customers to interact with companies," said Steve Walton, president and CEO of USAN, in a statement. "A mix of communication channels should include traditional voice calls, self-service channels such as chatbots and interactive voice response, and digital channels such as web chat and email. It's never been easier to implement an omnichannel strategy with USAN Contact Suite and Amazon Connect."

Web chat capabilities include the following:

  • Access to website visitor data with full customer history and order details;
  • Custom branding and configuration;
  • Optional pre-chat or visitor forms for additional data capture;
  • Shortcut buttons to share URLs and documents;
  • Visitor authentication via configurable workflow tabs;
  • Customer surveys; and
  • Post-chat analytics with Amazon Kinesis.

Email capabilities include the following:

  • Email routing based on agent skill;
  • Customer data integration for personalized responses;
  • Support for traditional email clients or web and mobile Contact Us forms;
  • The ability to blend email with other interaction types for optimized agent workloads; and
  • Email text analytics with Amazon Kinesis.