The Smart Contact Center Solution for Telecom Companies
Engage is the smart cloud contact center software that helps you onboard new customers and reduce churn. Improve your contact center's ROI today.
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 catering to modern consumer needs with Local Measure's Engage for Amazon Connect.
of customers switch telco due to poor customer service.
increase in profit from a 5% increase in customer retention.
Source - Bain
of telco customers were unable to get their issue resolved after the first contact.
Source - Pegasystems
of customers switch telco due to poor customer service
Reduce resolution times while taking CX to new heights
Engage helps your agents work smarter, and faster. Let AI and machine learning handle routine tasks, and boost agent productivity with tools like prior interactions, help articles, cross-channel history and more.
increase in profit from a 5% increase in customer retention
Source - Bain
Manage and scale agents without extra resources
Engage is the cloud-based solution that’s simple, secure, and scales perfectly with your team without extra resources. Reduces costs by easily adding or removing agents, access, features, and more without any technical people.
“Local Measure was the vendor that fulfilled all the criteria we were looking for. Their agent desktop would help deliver not only our immediate needs, but also give us a scalable path to tomorrow whilst reducing the cost of operation.”
Kris Thornley
Vodafone NZ
of telco customers were unable to get their issue resolved after the first contact.
Source - Pegasystems
Be on the channels that your customers love using
Consumers today demand an exceptional experience. Let them reach you on the channels they use. Engage adds Voice, Email, SMS, Facebook Messenger, Instagram DM, Twitter DM, WhatsApp, WeChat and Webchat all out-of-the-box.
Transform your telco contact center in record time
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 solution architects will ensure your new cloud contact center delivers to your customers, agents and business needs.
2. Implementation
Our in-house implementation teams ensure every implementation step is simple and fast so that your new cloud contact centre is up and running in no time, and that your staff are fully trained.
3. Support
When you need us, our dedicated support team are here. Most of our clients have very minimal support needs as Engage is secure, robust and scalable for contact centers of all sizes.
A smarter contact center solution
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.
Single 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.
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, automated routing for IVR and more.
Voice ID
Voice ID uses machine learning to provide real-time caller authentication and fraud risk detection to make voice interactions faster and more secure. Agents and customers alike love Voice ID.
Customer profiles
Customer Profiles are populated by default. Customer Profiles give agents access to the information they need and ensure a single source of truth for all customer details and a more personal experience.
Connect to your CRM
Engage can connect to your CRM and access comprehensive data to personalize each client interaction. Salesforce or another CRM, we can help you connect your customer data if it's got an API.
Data privacy
Engage maintains SOC 2 Type II compliance and adheres to GDPA, CCPA, and the Australian Privacy Principles providing enterprise-level standards and security for organizations of all sizes.
Skills-based routing
With Engage, you can leverage skills-based routing so your customers only deal with agents who have the skills to assist them. This means your most skilled agents aren't wasting time on basic interactions.
Proactive chatbots
Set up 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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