AGENT DESKTOP FEATURES

Making customer service easier for agents and more convenient for customers

Engage for Amazon Connect is an intuitive omnichannel agent desktop, designed to optimize the agent experience and supercharge the customer experience.

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Engage for Amazon Connect gives contact center agents the right tech to address today’s CX challenges.

Deliver an exceptional voice experience

All the voice essentials

Dial pad compatible with soft phone or desk phone, ability to make warm and cold transfers, live transcriptions, sentiment, automated routing, IVR, and reliable, high quality audio that allows your agents to work from anywhere

Resolution codes

Reduce After Call Work (ACW) time with pre-defined resolution codes that are easy to find, quick to apply, and provide data for business reporting and analysis

Internal notes

Provide context by adding agent notes to a conversation before it is transferred to another queue or agent and remove the need for customers to answer qualifying questions time and time again

Pause and resume call recording

Empower agents to build customer trust by pausing and resuming call recordings any time sensitive information is discussed

Customizable ringtones

Allow agents to personalize their settings with customizable ringtones and volume settings

All your customer communication channels in one place

Single omnichannel inbox

Use one single inbox to manage all customer conversations across voice, email, web chat, SMS and social media messaging apps including Facebook Messenger, WhatsApp, Twitter, WeChat and Apple Business Chat

Pre-built digital channels

Respond to changing customer preferences and build a true omnichannel experience by switching on additional digital channels at a moment’s notice without any custom builds

Direct social media integrations

Feel confident knowing that Engage for Amazon Connect has direct integrations with all social media channels. There are no third party plug-ins used behind the scenes

Threaded cross-channel history

View conversation history with individual customers as they communicate with different agents over time, across varying chat channels

Automation, AI and machine learning to reduce handle times

Skills-based routing

Ensure the right conversation reaches the right agent at the right time based on native language recognition and agent competencies

Auto-replies and idle messages

Create standardized welcome and idle messages, either globally or per-queue, to keep your customers engaged and informed

Task routing and templates

Trigger powerful automations that push information to other applications such as creating cases or tickets in external systems all without leaving our agent desktop

Proactive chatbots

Use chatbots to encourage self serve for simple issues, reducing the number of enquiries that actually reach an agent and freeing agents up to work on more complex issues

Suggested next actions

With machine learning and AI to analyze chat transcripts, agents can be prompted with recommended next actions to deliver preemptive service and solve customer queries faster

Cross channel functionality

Make changes quickly and easily with chatbot functionality and automations that work across all channels - no need to recreate queues and workflows each time

A single pane of glass for every customer interaction

Amazon Connect integration

Enjoy automated platform updates and new feature releases without any maintenance or custom builds. Engage fully integrates with Contact Flows, Routing Profiles, Queues, Phone Numbers, Channels, Customer Profiles, Tasks and Quick Connects

CRM integration

Dip into your CRM and access complete customer profiles to personalize interactions and build customer loyalty. Whether it’s Salesforce or something different, if it’s got an API, we can connect and streamline your processes

Knowledge base integration

Integrate directly with Salesforce Knowledge Base and auto 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

Improve the agent experience

No more alt-tabbing between multiple open applications. Give your agents just one screen - a single pane of glass - removing siloed information and increasing agent productivity

Delight your customers

Keep context at the center of every conversation and delight customers by knowing who they are, what they have bought, and what their previous interactions have been

Accelerating CX with a fuss free journey to the cloud

Quick Start bundles

Migrate to the cloud with a quick and easy starter pack for small contact center implementations including voice, email and one social channel

Consumption only pricing

With an out of the box solution and our PAYG pricing model, you can have your cloud contact center up and running in no time

Dedicated implementation team

Our experienced implementation team provide disciplined project management, tried and tested methodology and seamless execution

Onboarding and training

Our Customer Success team provide fun and engaging training, 24/7 email support for S1 and S2 incidents and ongoing technical and operational support via email

Solutions architect support

For technical guidance and custom-fit design, our Solutions Architects can help you design a long term roadmap to success

Support and maintenance

Our support packages include varying degrees of operational and technical support, ongoing maintenance, solutions architect support and AWS guidance

Protect your business and the privacy of your customers

SOC 2

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

GDPR & CCPA

Engage for Amazon Connect prioritizes data privacy and transparency by adhering to GDPA, CCPA and the Australian Privacy Principles

SSO

Engage for Amazon Connect improves IT security by ensuring users are authenticated via SAML Single Sign-on (SSO)

Data sovereignty

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

Data storage

Engage for Amazon Connect does not store or transmit any personally identifiable customer data - all data is stored within your AWS environment only

No more lock in contracts.
No seat licences.
No hidden fees.

Revolutionizing contact center costs
with usage-only pricing.

Explore our pricing options

"Local Measure has demonstrated a very impressive agility and capability. Local Measure delivered on time, at a very reasonable rate and with excellent quality. The team at Are Media have mentioned that the training session was the best they have attended. The Local Measure team were very knowledgeable and engaging (and more importantly turned a boring session into a fun one)."

Majdi Jebril
Are Media
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Latest Insights

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