engage

The secure contact center solution for the public sector

For transport, healthcare, utilities, education, or other government services, your citizens and their privacy must come first. Engage helps you deliver an exceptional service that's secure and cost-effective.

Engage is different to your current software. It works.

Clunky, on-premise contact center systems are time-consuming and expensive to operate. That’s why contact centers around the world are preparing to handle future customer needs with Local Measure's Engage for Amazon Connect.

Citizens are

9x

more likely to trust a government agency when they are satisfied with the service they receive.

Source - McKinsey

59%

of customers expect on-demand, anywhere, anytime customer service.

Source - Capgemini, 2021

53%

of citizens said their experiences of interacting with government services directly affect how they vote.

Source - Qualtrics

Citizens are

9x

more likely to trust a government agency when they are satisfied with the service they receive.

Source - McKinsey

SUPERIOR SECURITY

Engage ensures you are protecting your citizens' data and privacy

In local and federal government departments, agents often deal with sensitive data that need the utmost security and privacy. Engage maintains SOC 2 Type II compliance and adheres to GDPR, CCPA and APP, providing enterprise-level security standards for businesses all sizes.

59%

of customers expect on-demand, anywhere, anytime customer service.

Source - Capgemini, 2021

OMNICHANNEL Engagement

Engage helps you connect with your citizens, on the channels they use

Citizens today of all ages expect the same level of service from the public sector, as they do from the private sector. Let citizens reach you from multiple communication channels as Engage connects to voice, email, SMS, webchat, and social messaging.

“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

Founder & CEO, Ai Systems

53%

of citizens said their experiences of interacting with government services directly affect how they vote.

Source - Qualtrics

INTELLIGENT INTERACTIONs

Engage improve agent productivity and citizen understanding

Solving issues and managing citizens is what your agents juggle every day. Engage integrates with your current systems so your agents can work smarter, and faster. Give citizens the answers they need with self-serve AI, and free up your agents to concentrate on more complex issues.

GETTING STARTED WITH ENGAGE

Seamless integration

Our implementation experts and 24/7 support team will deliver a seamless installation process. There are no interruptions either, your contact center can operate business as usual.

1. Consultation

Engage and Amazon Connect are a powerful combination. Our AWS-certified experts will work with you to make sure that your new cloud contact centre will be set up to best manage the needs of your citizens, agents and business.

2. Implementation

Our in-house implementation teams will ensure that every step of the implementation is simple and quick so that your new cloud contact centre is up and running in no time and your staff are fully trained.

3. Support

When you need us, we’re here. Most of our clients have very minimal support needs as Engage is secure, robust and scalable for contact centers of all sizes.

ENGAGE FEATURES

The ultimate contact center solution for the public sector

Everything you need to deliver experience excellence, right out of the box

Omnichannel experience

Omnichannel inbox, exceptional voice experience and prebuilt digital channels, let your customers contact your business on the channels they want.

Customer personalization

Understand your customers and anticipate needs to personalize their experience, with knowledge base integration, customer profiles and internal notes.

Positive agent experience

Give your agents the tools they need to perform their job quickly, and easily. With an intuitive agent interface, alerts and notifications, agent next status and more.

Actionable business intelligence

Get valuable insights that drive continuous business Improvements, including real-time dashboards, resolution codes, existing BI tool integration and more.

Operational efficiency

Use skills-based routing, automated workflows, proactive chatbots, CRM integration and more, to increase productivity through technology.

Accelerated time-to-value

With easier onboarding, volume-based pricing and free ongoing feature updates, you can get set-up quicker and realize value from your contact center sooner.

Uncompromising security

With SOC 2 Type II compliance, GDPR, CCPA and the Australian Privacy Principles, protecting your business and the privacy of your customer's data comes standard.

Salesforce CTI adapter

If you use Salesforce, simply add the Engage CTI adapter to Salesforce and easily respond to inbound enquires, or send outbound messages from Salesforce.

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