ENGAGE features

Your entire business will benefit from Engage

Engage reduces overheads and increases customer loyalty, empowering your customer support, sales, marketing, IT and finance teams to transform your business.

Engage makes life easier for your customers, and agents.

People demand exceptional experiences when interacting with your business. Engage increases customer loyalty and lifetime value by helping your agents deliver highly personalized, memorable experiences.

Omnichannel Customer Experience

Whatever channel your customers want to use to contact your business, we have you covered.

Omnichannel inbox

Phone, SMS, Email, Facebook Messenger, Instagram DM, Twitter, WhatsApp, WeChat, everyday your customers are using one, or many of these channels. Engage lets them contact you on the channel of their choice.

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Exceptional voice experience

Voice is still the heart of most contact centers, Engage provides an exceptional voice experience with a softphone or desk phone, with warm and cold transfers, pause and resume call recordings, automated routing for IVR and more.

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Cross-channel history

Customers want to know that you value every interaction. Engage enables agents to view their complete contact history, reasons for contacting you, which agent they have interacted with and even which channels they’ve used.

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Prebuilt digital channels

Engage helps you build a seamless omnichannel experience as part of your customer experience strategy. All digital channels are natively prebuilt, so you can switch on additional digital channels at any time, without hiring developers.

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Exceptional Customer Personalization

Know and better understand your customers so that you can anticipate their needs and personalize their experience.

Knowledge base integration

Powered by Amazon Connect Wisdom, integrate with any Knowledge Base and automatically surface articles in real time to improve First Call Resolution (FCR) rates. Agents can find the right information, when they need it, and resolve customer queries faster.

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Customer profiles

Customer Profiles are shown automatically when a customer contacts you, showing attributes like email, phone number and loyalty status. This lets agents instantly identify customers and have a single source of truth for their account.

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Contact search

Agents can specify attributes and search for contacts to review their interaction history, notes, tasks and resolution codes. Searching contacts in this way is beneficial before calling a customer and can help with After Call Work.

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Internal notes

Agents can easily add notes to add context to customer interactions with Engage, including before transferring to another queue or agent. Notes can remove the need for customers to re-answer qualifying questions, for an exceptional experience.

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Positive Agent Experience

Provide the tools your agents need to do their job quickly, easily and happily.

Agent omnichannel inbox

With Engage, it’s not just customers who benefit from omnichannel. Your agents can now manage all customer conversations seamlessly from a single inbox. Everything is in one place, voice, email, chat, social channels and more.

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Suggested next actions

Using machine learning and artificial intelligence to analyze chat transcripts, Engage prompts agents with recommended next actions to deliver preemptive service and solve customer queries faster.

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Intuitive agent interface

The Engage interface is intuitively designed. Because of this, agents enjoy using Engage and it removes many frustrations. No more need for tabbing between windows or customer calls, Engage makes it seamless.

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Alerts and notifications

To ensure every customer and incoming contact is answered, agents can get browser notifications in Chrome or Firefox to launch the Engage interface. Agents can also set ringtones and volumes that work best for them.

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Language selection

With English as the default language displayed, each agent can quickly and easily select to view their Engage desktop in French, German, Korean or Spanish. Allowing agents to work in whatever language they feel most comfortable.

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Agent next status

Agents can set their next status and pause new contacts being routed to them when they aren't ready. Using Agent Next Status will ensure they can complete their current customer interactions and after-call work without extra pressure.

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Operationally, Engage was made to increase profits and efficiency.

Contact centers are evolving, and experience is quickly becoming a major factor. However, ensuring your agents deliver the right ROI is essential, and that's where Engage helps with CRM integrations, AI, machine learning and many more smarts.

Actionable Business Intelligence

Valuable Insights that drive Continuous Improvement

Real-time dashboards

Engage’s dashboards show real-time metrics so that you can keep a birds eye view of your contact center performance and respond accordingly. This simple, powerful dashboard helps managers monitor agent productivity and ROI.

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Resolution codes

Contact center managers can easily create pre-defined resolution codes to track common issues. Active agents can then find and apply these codes to customer interactions to identify trends, analysis and generate reports.

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Integrate existing BI tools

Your contact center is an endless source of business and customer intelligence. Engage can integrate with your existing business intelligence tools and applications to ensure that you can maximize these valuable insights and improve your business.

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Operational Efficiency and Effectiveness

Increases in productivity with time and cost-saving technology

Skills-based routing

With Engage, you can leverage skills-based routing to ensure that your customers only deal with agents who have the skills to assist them. This means your most skilled agents aren't wasting their time and talents on basic interactions.

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Automated workflows

Automated workflows improve data accuracy and efficiency by helping agents and managers follow processes. This also reduces the time agents spend on each task which frees them up to take more calls, emails and chats.

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Proactive chatbots

With Engage, you can set up and use smart AI chatbots to encourage customer self-service for the more simple, routine issues. This reduces the number of inquiries that reach each agent, freeing them up for more complex issues.

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Connect to your Tools

Engage can connect to your all your existing tools such as CRMs, Ticket Management, Marketing Automation. Quickly connecting your agents to the right data when they need it to help personalize each client interaction.

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Task routing and templates

Task Templates make repeatable activities easier, automatically surfacing when a customer mentions a relevant keyword in a conversation. As a result, agents can trigger powerful automations such as pushing data to an external system.

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Accelerated Set-Up and Time-To-Value

Get set-up quicker and realize value sooner.

Ongoing feature updates

Enjoy automated, ongoing feature updates, with new feature releases based on market and customer insights. Have input and help guide the product roadmap, all without having to pay for maintenance or custom builds.

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Volume-based pricing

Traditional agent licence models are expensive, inflexible and difficult to manage. That's why with Engage, you won't need any. Instead, our consumption-based tiers cater to businesses of all sizes, 5 or over 1,000 agents.

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Easier onboarding

Engage is intuitive for both Agents and Admin roles and takes only minimal training to get started. New staff can be trained and onboarded in a matter of hours instead of days to become productive in less time.

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Uncompromising Security as Standard

Protect your business and the privacy of your customer's data with security as standard.

SOC 2 Type II

Engage for Amazon Connect maintains SOC 2 Type II compliance, providing enterprise level standards and security no matter what your business size.

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GDPR & CCPA

Engage prioritizes data privacy and transparency by adhering to GDPR, CCPA and the Australian Privacy Principles.

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Voice ID support

Voice ID uses machine learning to provide real-time caller authentication and fraud risk detection to make voice interactions faster and more secure.

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Single sign-on

Engage improves IT security by ensuring users are authenticated via SAML Single Sign-on (SSO). This makes it easier for agents and administrators to get started or lock and unlock their account when away from their desk.

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Data storage

Engage does not store any personally identifiable customer data (PII). All data is stored only within your company's AWS environment for enterprise-level standards and security.

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Data sovereignty

Engage for Amazon Connect allows you to select which region to deploy your instance in. So you control where your customer data is stored and which laws you’re regulated by.

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I have been wanting to implement an omnichannel contact centre system for years. Local Measure's project team offered a well tailored and affordable solution to suit our team and budget. Great service from planning to implementation to follow-ups.
Robin Lu

Robin Lu

Founder & CEO, Ai Systems

Read more
Our legacy systems were clunky, based on site, and were our single point of failure. With Amazon Connect and Local Measure, we feel empowered and confident that we can securely scale and innovate.
Richard Hay

Richard Hay

IT Operations Manager, Coco Republic

Read more
Having Engage for Amazon Connect helped during our period of growth. Because it’s just a single system
Majdi Jebril

Majdi Jebril

Are Media

Read more
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Card tapping on an payment machine
I have been wanting to implement an omnichannel contact centre system for years. Local Measure's project team offered a well tailored and affordable solution to suit our team and budget. Great service from planning to implementation to follow-ups.
Robin Lu

Robin Lu

Founder & CEO, Ai Systems

Read more
Our legacy systems were clunky, based on site, and were our single point of failure. With Amazon Connect and Local Measure, we feel empowered and confident that we can securely scale and innovate.
Richard Hay

Richard Hay

IT Operations Manager, Coco Republic

Read more
Having Engage for Amazon Connect helped during our period of growth. Because it’s just a single system
Majdi Jebril

Majdi Jebril

Are Media

Read more

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