Tuesday, April 21, 2026
USAN has announced a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) to expand the delivery of AI-powered contact center solutions built on Amazon Connect. Through this partnership, the two companies aim to help organizations modernize outdated customer service systems while improving operational efficiency and delivering measurable customer experience (CX) outcomes.
The collaboration strengthens USAN’s go-to-market strategy for advanced contact center technologies. By combining USAN’s expertise in customer experience solutions with AWS’s cloud-based AI infrastructure, businesses can adopt scalable contact center platforms that replace fragmented legacy systems. As a result, organizations will be able to leverage AI-driven analytics and automation to enhance service quality, reduce operational risks, and increase long-term customer value.
Modern enterprises increasingly rely on intelligent contact center systems to manage customer interactions across multiple channels. However, many companies still operate legacy platforms that lack the flexibility and insights required for today’s digital customer journeys. Therefore, USAN and AWS aim to address this gap by offering industry-specific solutions powered by Amazon Connect, AWS’s AI-enabled cloud contact center application.
The partnership will allow organizations to integrate advanced capabilities such as AI insights, real-time analytics, and automated workflows into their customer service operations. These features help teams streamline communication processes, identify customer needs faster, and improve the overall experience across digital and voice channels.
Steve Walton, CEO of USAN, emphasized the importance of the partnership and its impact on the future of customer experience.
"This milestone reinforces our commitment to help organizations move from outdated, fragmented contact center technology to a modern, AI-driven CX foundation," said Steve Walton, CEO at USAN. "We are excited to build the future of customer experience."
With more than 35 years of contact center experience, USAN brings significant expertise in implementing Amazon Connect solutions across multiple industries. The company has successfully delivered complex contact center transformations that help businesses improve customer interactions while optimizing operational workflows.
One example comes from OpenLoop, a health technology company that handles thousands of customer interactions daily across global contact centers. The organization has already experienced the benefits of combining USAN’s expertise with the Amazon Connect platform.
"As an intense, fast-moving company, we service thousands of calls a day across contact centers around the world," shared Chris Boik, VP of Patient Support at OpenLoop Health. "Collaborating with USAN allowed us to quickly understand what was capable with Amazon Connect and implement it in a speed and in a fashion that we wouldn't have been able to touch working on it by ourselves."
AWS also highlighted the growing role of AI and cloud technology in modernizing customer engagement systems. Through this collaboration, AWS expects to accelerate the adoption of intelligent CX solutions that help businesses turn customer insights into actionable outcomes.
"Amazon Connect is helping organizations modernize customer experience with cloud scale, built-in analytics, and AI," said Brian Remmel, WW Director, Connect CxE Sales & GTM, at AWS. "With this collaboration with USAN, we're accelerating adoption, expanding analytics-driven CX innovation, and helping customers move from insights to impact faster."
Ultimately, the collaboration between USAN and AWS reflects a broader industry trend toward AI-driven contact center transformation. By combining advanced cloud infrastructure, automation capabilities, and deep CX expertise, the partnership aims to help organizations deliver faster, more personalized, and data-driven customer service experiences.
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