USAN Unveils AI Contact Analytics Solution to Elevate Customer Experience and Agent Performance

Atlanta, GA – March 26, 2025 – USAN, a leader in contact center technology provider and Amazon Web Services (AWS) Service Delivery Partner, announces the launch of AI Contact Analytics, a groundbreaking AI-driven solution designed to unlock deeper customer insights, enhance agent coaching, and optimize the customer journey.

Leveraging the power of Generative AI from Amazon Bedrock, AI Contact Analytics identifies customer intent, measures both customer and agent performance, and provides data-driven coaching recommendations. The solution goes beyond traditional speech and text analytics by detecting the unknown or unsuspected. The solution builds breakout trends and unrealized customer intents, empowering contact centers to improve operational efficiency and customer satisfaction.

"AI Contact Analytics transforms the way businesses understand customer interactions by providing actionable Gen AI-driven insights that drive performance improvements," said President and CEO, Steve Walton at USAN. "With our AI-powered approach, contact centers can automatically categorize interactions, pinpoint key trends, and continuously refine their CX strategy upstream in the organization."

Key Features of AI Contact Analytics:

• Intent-Based AI Insights – Uncover and track customer intents to improve the customer journey through summarized intents for each interaction.
• Custom AI-Based Agent Coaching – Develop coaching plans tailored to agent strengths and areas for improvement.
• Seamless Integration – Works with Amazon Connect and other contact center platforms without requiring pre-built guidance of keywords, call types, or customer intents.

Organizations can request a demo today at www.usan.com or contact a USAN representative for more details.

About USAN

USAN is a leading Cloud Contact Center Solutions provider with over 30 years of experience enabling CCaaS transformations and empowering businesses to deliver exceptional omnichannel customer experiences. With a strong focus on innovation and customer success, USAN offers a comprehensive suite of CCaaS offerings that enable organizations to optimize their contact center operations and drive superior outcomes.