# USAN

> USAN is a Georgia-based contact center software and services company that designs, implements, and manages customer experience systems. Its Amazon Connect practice combines cloud migration, agent workspaces, outbound campaigns, journey orchestration, and AI analytics, serving enterprises including utilities, healthcare companies, and financial services firms.

- **Founded:** 1989
- **Headquarters:** Norcross, United States
- **Products:** USAN Realm, AI Contact Analytics, AI Contact Explorer (ACE), CX Launch, Launch + Innovate
- **Notable:** Selected as an inaugural Amazon Connect Ready partner in August 2023., Launched Realm in January 2024., Announced AWS Generative AI Competency in November 2025.

## Products & services

- **USAN Realm** — SaaS extension for Amazon Connect covering agent workspaces, CX management, intelligence, and outbound campaigns; launched with consumption-based pricing.
- **AI Contact Analytics** — Amazon Bedrock-powered analysis that discovers customer intent, sentiment, trends, and agent coaching opportunities; also supports non-Connect platforms.
- **AI Contact Explorer (ACE)** — Audits voice and digital agentic-bot conversations to flag process failures, hallucinations, latency, and unnecessary transfers.
- **CX Launch** — Professional services package for discovery, Amazon Connect configuration, routing, agent workspace, testing, and launch. USAN advertises an average 8-10-week delivery.
- **Launch + Innovate** — Cloud migration with AI capabilities included; an AWS Marketplace listing advertises an average 10-12-week implementation.
- **CX Evolve 90** — 90-day go-live support starting at $26,000, including incident handling, defect resolution, limited configuration changes, and spend review.
- **CX Evolve Managed Services** — Ongoing 24/7 monitoring, technical account management, platform maintenance, integration reviews, and AWS support liaison. Pricing depends on Amazon consumption.
- **Agentic AI services** — Bot design, prompt engineering, testing, continuous tuning, and agent assistance including AI form completion.
- **USAN Contact Suite** — Workflow-driven agent desktop and outbound capabilities, with CRM and back-office integrations.

## Achievements

- Selected as an inaugural Amazon Connect Ready partner in August 2023.
- Launched Realm in January 2024.
- Announced AWS Generative AI Competency in November 2025.
- A published vehicle-finance case study reports analytics identified 165 calls about a debit-card processing issue.
- Dominion Energy case study reports moving from eight manually scored calls per agent each month to AI analysis of all agent-handled calls.

## Latest updates

- **2026-03** — Announced a strategic collaboration agreement with AWS focused on AI-powered, industry-specific Amazon Connect solutions.
- **2025-11** — Announced AWS Generative AI Competency.
- **2025-10** — Published a healthcare-related fintech case study on agent coaching and accelerated Amazon Connect migration.
- **2025-09** — Announced Zendesk partnership and published OpenLoop and Dominion Energy customer stories.
- **2025-03** — Launched AI Contact Analytics using Amazon Bedrock.

## Links

- Website: https://usan.com/
- LinkedIn: https://www.linkedin.com/company/usan
- Twitter/X: https://twitter.com/USAN
- YouTube: https://www.youtube.com/user/USANSolutions
- Facebook: https://www.facebook.com/USANInc

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Profile page: https://yespress.io/usan
Published by YesPress — https://yespress.io
Last updated: 2026-10-02