In today’s digital world, companies are expected to evolve rapidly, yet many are still constrained by legacy contact center infrastructure that limits agility, innovation, and scalability.
At the same time, many organizations feel the constant need to adopt AI to keep up with technology trends and meet rising customer expectations.
The reality is that AI implementation is far more complex than it appears. Without the right strategy, integration, and support, AI can quickly become more of a challenge than a solution. That’s why only 5% of AI adoption initiatives reach production.
Whether migrating a contact center to the cloud or introducing AI-powered capabilities, organizations often face challenges that extend well beyond implementation. Success depends not only on go-live, but also on having the expertise, support, and optimization strategies needed to continuously improve and adapt over time.
One of the most effective ways to simplify this journey is by working with experienced implementation partners who can guide organizations through migration and provide ongoing support after go-live. According to MIT NANDA research, AI pilot projects are 67% more likely to reach production when organizations work with experienced implementation partners.
This is where a structured migration and managed services approach can make a meaningful difference. By combining cloud migration expertise with ongoing optimization and support, organizations can accelerate time to value, reduce risk, and build a foundation for continuous innovation.
To help organizations simplify cloud migration and reduce the complexity often associated with contact center transformation, USAN offers two QuickStart pathways designed to support different stages of the modernization journey.
Both CX Launch and CX Launch + Innovate are built on Amazon Connect Customer, a cloud-native CX solution powered by the same AI that Amazon uses, enabling your organization to deliver intelligent, end-to-end CX without added complexity. While each offering takes a different approach, both focus on helping organizations modernize customer engagement, improve agility, and establish a scalable foundation for future growth.
Organizations primarily focused on migrating from legacy infrastructure to the cloud may find that CX Launch provides the fastest path forward. For those looking to combine cloud migration with AI-powered capabilities from the outset, CX Launch + Innovate extends that foundation with additional innovation and agentic AI opportunities.
CX Launch is USAN’s solution to help organizations transition to Amazon Connect Customer in as little as 8 weeks. The service focuses on delivering a structured, lower-risk migration experience while providing the core capabilities needed to modernize contact center operations.
Key capabilities include:
By establishing a modern cloud-based contact center environment, CX Launch helps organizations improve operational flexibility today while creating a foundation for future enhancements, including AI-driven innovation and advanced customer experience initiatives.
For organizations that view cloud migration as just one part of a broader transformation strategy, CX Launch + Innovate builds upon the foundation established by CX Launch by incorporating AI-powered capabilities such as AI agents. These AI agents reason, act, and help drive customer interactions to resolution, while human agents are ready to step in whenever needed.
The offering includes all of the core functionality available in CX Launch while adding tools designed to enhance customer interactions, support agents, and improve operational visibility. With implementation completed in as little as 12 weeks, organizations can begin leveraging cloud-based AI capabilities alongside their migration efforts rather than adopting them as a separate initiative later.
Additional capabilities include:
By combining cloud migration with AI-enabled functionality, CX Launch + Innovate enables organizations to modernize customer engagement while introducing intelligent automation and data-driven insights into everyday operations. This approach can help reduce the complexity often associated with AI adoption, allowing organizations to realize value more quickly while establishing a framework for ongoing innovation.
As organizations adopt new cloud and AI capabilities, ongoing support and optimization often play a critical role in realizing long-term business value. Why? Because successful contact center transformation doesn’t end at go-live.
To help support operational stability during the transition period, Amazon Connect Customer implementations can be complemented by CX Evolve 90, a 90-day managed services program focused on post-launch support, adoption, and optimization.
CX Evolve 90 includes:
Following the initial 90-day period, organizations have the option to extend support through CX Evolve Managed Services. This ongoing relationship can provide operational support, monitoring, moves/adds/changes, performance optimization, and continuous innovation initiatives as business needs to evolve.
By pairing implementation with managed services, organizations can better ensure that their contact center continues to adapt, improve, and deliver value well beyond the initial deployment.
As an Amazon Connect Customer Competency launch partner, USAN is among a select group of partners AWS has validated for Amazon Connect delivery at launch. With more than 36 years of contact center and CX optimization experience, USAN delivers 60+ out-of-the-box integrations across CRM and contact center platforms, helping organizations accelerate deployment and streamline customer engagement.
Based on USAN customer outcomes and company benchmarks, you can benefit from: