USAN

What USAN does

USAN is a privately held cloud contact center solutions provider headquartered in Peachtree Corners, Georgia, founded in 1989 with 101-250 employees and over 36 years of contact center operating history. The company specializes in migrating enterprise contact centers to Amazon Connect and layering AI-powered customer experience solutions on top, serving marquee enterprise customers across financial services (American Honda Financial, Morgan Stanley, Top Vehicle Financing Provider), healthcare (Kaiser Permanente, OpenLoop Health), telecom and media (Verizon Wireless, DirecTV, Roku), and energy and utilities (Dominion Energy, Enbridge Gas). USAN reports operational scale of more than 1 million customer interactions per day and a 100% on-time project delivery track record.

USAN's product portfolio centers on Amazon Connect and includes AI Contact Analytics (Generative AI powered by Amazon Bedrock for intent detection and agent coaching), Agentic AI Solutions (autonomous resolution via perceive-reason-act-learn), and the Contact Suite extensions (Agent Desktop, Dialer, Visual IVR). Migration packages (CX Launch in 8 weeks, CX Launch + Innovate in 12 weeks) structure the entry motion, with Evolve Managed Services providing 24/7 ongoing support and a new AWS Marketplace listing for the Evolve 90 go-live program. The company also offers multi-platform AI capabilities that extend to Genesys, NICE CXone, and Five9 environments.

USAN generates revenue through a mix of professional services (migration projects, implementations), recurring managed services, and marketplace commissions via AWS Marketplace. Distribution is driven by enterprise field sales, the AWS co-sell motion enabled by Advanced Tier Services Partner status and the March 2026 Strategic Collaboration Agreement, the September 2025 Zendesk partnership, and minor GTM partnerships with ClearScale and SnapSoft. AWS Generative AI Competency (November 2025) and selection as an inaugural Amazon Connect Ready Partner provide third-party validation of technical depth.

Name

USAN

Legal name

USAN Inc.

Website

https://usan.com

Company type

Private

Founded year

1994

Operating status

Operating

Headcount range

101–250 employees

Short description

USAN is a privately held cloud contact center solutions provider that migrates enterprise contact centers to Amazon Connect and layers AI-powered analytics and agentic automation on top, serving marquee customers across financial services, healthcare, telecom, and energy.

Ownership category

akta.pro rank

Product category

Cloud Contact Center (CCaaS) Services

NAICS

Computer Systems Design and Related Services (54151), Custom Computer Programming Services (541511)

SIC

Services-Computer Integrated Systems Design (7373), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Cloud Landing Zone & Architecture (Network, IAM, Governance) (BPAEACAE)

akta.pro secondary industries

Managed Application Platforms (App PaaS & Runtime Services) (HDABAAAD), Industry/Vertical Cloud Platforms (e.g., Gov/Healthcare/Financial Cloud Regions) (HDABAAAL)

Keywords

• Cloud contact center
• CCaaS solutions
• Amazon Connect partner
• AI contact analytics
• Contact center migration

Headquarters

HQ city

Norcross

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D, Infrastructure

Revenue model

1. Cloud Contact Center Solutions & Services: Professional services and managed services revenue from contact center migrations, implementations, and ongoing optimization. Includes CX Launch, CX Launch + Innovate migration packages, and Evolve Managed Services for ongoing support.
2. Contact Suite Software: Pre-packaged software solutions including Agent Desktop, Dialer, and Visual IVR for Amazon Connect. Revenue from licensing and deployment of these proprietary extensions.
3. AWS Marketplace Sales: Evolve 90 managed services program sold through AWS Marketplace, enabling customers to purchase alongside their AWS cloud investments.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels7 records

Core offering

USAN is a cloud contact center solutions provider that helps enterprises migrate to and operate on Amazon Connect (AWS). Its portfolio combines AI-driven analytics and agentic AI products, proprietary Contact Suite extensions, structured migration packages, and managed services that support contact center operations end-to-end. The company generates revenue through professional services, proprietary software licensing/subscription, and recurring managed services delivered in partnership with AWS.

Product overview

USAN is a Cloud Contact Center Solutions provider offering a comprehensive suite of contact center solutions built primarily on Amazon Connect. The portfolio includes core AI-powered products (AI Contact Analytics and Agentic AI Solutions) that analyze customer interactions and automate resolutions, combined with the Contact Suite add-on modules (Agent Desktop, Dialer, Visual IVR) for extended CCaaS functionality. Migration packages (CX Launch, CX Launch + Innovate) provide guided pathways to Amazon Connect, while Evolve Managed Services delivers ongoing support and optimization. The Create/Categorize/Collaborate/Campaign/Contextualize/Contain modules represent specific AI-powered capabilities that can be deployed individually or as part of the broader CX transformation framework.

Differentiator

Problem solved

Functional benefit

Products and services

• AI Contact Analytics AI-powered solution that analyzes 100% of customer interactions (voice, text, chat) to surface hidden customer intents, track sentiment, and produce data-driven agent coaching recommendations. Leverages Generative AI from Amazon Bedrock and supports platforms including Genesys, NICE CXone, Five9, and Amazon Connect. Sold to enterprise contact center operators seeking actionable interaction intelligence.
• Agentic AI Solutions Custom agentic AI solutions optimized for contact centers, operating through four stages: perceive, reason, act, and learn. Covers bot design, ongoing tuning, and agent assist for autonomous handling of customer inquiries across multiple channels. Designed for enterprise CX transformation.
• Agent Desktop for Amazon Connect Unified agent workspace that consolidates tools, context-aware content, screen pop, call dispositioning, and backend system integration into a single interface to reduce Average Handle Time. Pre-packaged Contact Suite module extending Amazon Connect for enterprise agents.
• Dialer for Amazon Connect TCPA-compliant outbound calling capability for Amazon Connect that supports inbound/outbound agent blending, multiple concurrent campaigns, CRM integration, and dynamic automated list processing. Sold to enterprise contact centers needing compliant high-touch outbound operations.
• Visual IVR for Amazon Connect Omnichannel Visual IVR capability that recreates traditional IVR menus as a mobile-app-style optical experience, extending Amazon Connect contact flows and improving self-service adoption rates across digital channels.
• CX Launch QuickStart migration package to Amazon Connect designed to get enterprise contact centers up and running in as little as 8 weeks. Provides a low-risk modernization path without operational disruption.
• CX Launch + Innovate Migration package combining rapid Amazon Connect deployment with AI-powered capabilities, including Amazon Q in Connect for self-service and agent assist, and intelligent task routing. Implementation completed in as little as 12 weeks.
• Evolve 90 Managed Services 90-day managed services go-live program for contact center migrations to Amazon Connect, providing 24/7 incident management, defect resolution, configuration changes, AWS spend optimization reviews, and regular business outcome check-ins. Available via AWS Marketplace and transitionable into ongoing Evolve Managed Services.
• Evolve Managed Services Ongoing managed services for Amazon Connect environments, including 24/7 monitoring, incident management, defect resolution, configuration changes, AWS spend optimization, and regular business outcome check-ins. Supports enterprise contact centers post-migration.
• USAN Realm Complete platform for rapid contact center deployment and innovation on Amazon Connect, accelerating time to value and enabling rapid adoption of the latest AWS services for enterprise contact centers.
• Categorize AI-powered interaction categorization capability that uses Generative AI to classify customer communications without pre-built keywords or call types, replacing manual tagging in enterprise contact centers.
• Create Journey orchestration capability for designing and managing customer interaction flows across channels, supporting coordinated multi-step CX for enterprise contact centers.
• Collaborate Visualization and collaboration tools that enable contact center teams to track and improve customer interactions, providing shared views and analytics on outcomes across the enterprise.
• Campaign Outbound blending and campaign management capability that combines predictive dialing, multi-step journeys, and inbound/outbound blending for enterprise contact center operations.
• Contextualize Agent workspace contextualization capability providing a unified customer view—including history, preferences, and past interactions—with step-by-step guidance for enterprise agents.
• Contain Agentic AI bot capability for self-service containment, autonomously handling customer inquiries across multiple channels to reduce contact volume and shorten resolution time.

Quantifiable outcome

• 100% on-time delivery on projects
• +4 more outcomes

Named customers12 records

Segments6 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration8 records

AI capability11 records

Feature5 records

Partnerships

Four partnerships are on record, tiered core and minor.

• Amazon Web Services (AWS)coreStrategic or Co-development Partner · 5 March 2026USAN signed a Strategic Collaboration Agreement (SCA) with AWS to deliver AI-powered contact center solutions built on Amazon Connect. USAN is an AWS Advanced Tier Services Partner with AWS Generative AI Competency status. The partnership empowers USAN's go-to-market activity surrounding AI-driven, industry-specific contact center solutions. Customers benefit from improved operational efficiency, reduced risk, and increased customer lifetime value through this collaboration.
• ZendeskcoreStrategic or Co-development Partner · 24 September 2025USAN and Zendesk announced a strategic partnership to accelerate cloud contact center transformation with Amazon Connect. The partnership supports businesses migrating to cloud-based contact centers with tailored, professional services-led implementations. Zendesk is a pioneer in Agentic AI-powered service trusted by about 100,000 customers worldwide.
• ClearScaleminorGTM or Marketing PartnerClearScale is listed as a go-to-market partner for USAN, specifically for Amazon Connect deployments and solutions.
• SnapSoftminorGTM or Marketing PartnerSnapSoft is listed as a go-to-market partner for USAN, specifically for Amazon Connect deployments and solutions.

Scale indicators7 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Genesys: Genesys is a global leader in CCaaS and customer experience orchestration, offering its own cloud platform (Genesys Cloud) that competes directly with Amazon Connect and indirectly with USAN's AI analytics and managed services. Both target enterprise contact center transformation, but Genesys owns the platform while USAN layers services and AI on top of AWS.
• NICE CXone: NICE CXone is a major enterprise CCaaS platform with native AI analytics and workforce engagement. USAN's AI Contact Analytics explicitly supports NICE CXone, positioning NICE as both an integration partner and a competitor for AI-driven CX modernization engagements.
• Five9: Five9 is a leading cloud CCaaS provider for enterprise contact centers with its own GenAI and analytics capabilities. USAN's AI Contact Analytics also supports Five9, making Five9 a competitor for cloud CCaaS migrations and AI analytics services in the same enterprise segment.
• 8x8: 8x8 is a unified communications and contact center provider serving mid-market and enterprise customers. It competes for the same cloud CCaaS modernization and AI analytics budgets that USAN targets with its Amazon Connect and multi-platform AI solutions.
• Talkdesk: Talkdesk is a cloud contact center platform with AI-powered customer experience tools targeting enterprise digital transformation. It competes for AI-driven CX modernization engagements and large enterprise migrations, similar to USAN's positioning.
• Concentrix: Concentrix is a large global CX and contact center services provider offering both technology and BPO services for enterprise clients. It competes for the same enterprise contact center transformation spend as USAN, with much broader scale and global reach, though typically through a different delivery model.

Emerging players

• Dialpad: Dialpad is an AI-native communications and contact center provider with proprietary AI for real-time agent assistance. It targets the same enterprise AI-driven CX modernization use cases as USAN's Agentic AI and AI Contact Analytics, with overlapping buyer profiles.
• Cresta: Cresta is an AI platform purpose-built for contact centers, offering real-time agent coaching, generative AI, and conversation intelligence. It is comparable as an AI layer for enterprise CX and overlaps with USAN's AI Contact Analytics and Agentic AI capabilities, though focused on software rather than full CCaaS migrations.
• ASAPP: ASAPP provides AI-native contact center software including generative AI agent assistance and automation. It competes with USAN's Agentic AI Solutions and AI Contact Analytics in the enterprise AI-for-CX category, with overlapping financial services and large enterprise customers.

Direct peers

• ClearScale: ClearScale is an AWS Premier Tier Services Partner that delivers cloud migrations and managed services, including Amazon Connect engagements. Listed as a USAN go-to-market partner, ClearScale is directly comparable as an AWS-focused cloud services firm with overlapping service offerings and target customers.

Market position

Weaknesses1 record

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

• YouTubeyoutube.com/user/USANSolutions
• Facebookfacebook.com/usansolutions
• LinkedInlinkedin.com/company/usan
• Xx.com/usan

Revenue estimate

Valuation estimate

Number of profiles

Profiles7 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about USAN