Engage makes life easier for your customers, and agents.
Whatever channel your customers want to use to contact your business, we have you covered.
Phone, SMS, Email, Facebook Messenger, Instagram DM, Twitter, WhatsApp, WeChat, LINE, everyday your customers are using one, or many of these channels. Engage lets them contact you on the channel of their choice.
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.
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.
Know and better understand your customers so that you can anticipate their needs and personalize their experience.
Using Cases in Engage, contact center agents can group customer contacts around the same issue, making it easier to find past interactions and have more context when on a contact. Cases also track any additional After-Call Work required, increasing the efficiency of agent workflow and customer satisfaction.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Easy Access To Context
With Utilities, your agents can access essential 3rd party applications and data while remaining focused on the customer interaction, resulting in faster issue resolution and improved customer satisfaction.
Availability in Microsoft Teams
With MS Teams Presence, agents can effortlessly view the availability of their colleagues across the MS Teams organization and start a chat by clicking through to Teams, or a call using the Engage dialler. No more unnecessary switching between platforms or searching for availability statuses. It’s all right there, at their fingertips.
Operationally, Engage was made to increase profits and efficiency.
Valuable Insights that drive Continuous Improvement
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.
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.
Increases in productivity with time and cost-saving technology
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.
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.
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.
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.
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.
Less Time Wasted Tabbing
With Utilities, your agents can access third-party applications and create follow-up tasks efficiently, all within Engage. They no longer need to switch between different applications; maximizing productivity and reducing call times.
Microsoft Teams to boost productivity
Resolve customer issues more quickly by leveraging the power of collaboration. With Microsoft Teams Presence in Engage, your agents can seamlessly collaborate with colleagues in real time. Say goodbye to delays caused by back-and-forth communication between different platforms.
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.
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.
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.
GDPR & CCPA
Engage prioritizes data privacy and transparency by adhering to GDPR, CCPA and the Australian Privacy Principles.
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.
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.
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.
Senior Architect, Vodafone NZ.
Senior Architect, Vodafone NZ.
Senior Architect, Vodafone NZ.
Founder & CEO, Ai Systems
IT Operations Manager, Coco Republic
Join 2,500+ businesses who love Local Measure.