AWS Marketplace Additional Information
Unit Definition and Cost
A billable unit is a chargeable unit for consuming services in The Engage CcaaS platform. Below is a breakdown of how these are charged.
Phone Calls
- Each inbound call = 1 x unit
- Each outbound call = 1 x unit
- Each internal call transfer that reaches an agent = 1 x unit
- Each inbound email = 1 unit
- Each outbound email response to an inbound message = 1 unit
- Each agent-initiated outbound email = 2 units
Social Messages
- Each inbound message = 1 unit
- Each outbound message response to an inbound message = 1 unit
- Responses that spill across two social messages due to character counts = 2 units
SMS
- Each inbound SMS = 1 unit
- Each outbound SMS response = 1 unit
- Responses that spill across two SMS due to character counts = 2 units
Webchat
- Each inbound message = 1 unit
- Each outbound message response = 1 unit
- For webchat only, conversations (the collection of messages in a chat session) that are deflected by a bot and never hit a human agent will not incur any billable units. However, billing for these messages will be incurred if the bot interacts with a customer but subsequently sends all the messages to an agent in the Engage desktop.
Step-by-Step Guides
- On each occasion that an agent initiates a step using Amazon Step-by-Step functionality during a customer interaction = 1 unit
Tasks
- Each agent-generated or system-generated task = 1 unit
- Each time a task is transferred = 1 unit
Cases
- Each agent-generated or system-generated case = 1 unit
Smart Tools
- Each contact that utilizes Smart Forms = 1 unit
- Each contact that utilizes Smart Translations = 2 units
Proactive Outbound Communication
- Each agent-initiated outbound email = 2 units
- Each agent-initiated, templated outbound WhatsApp message = 2 units*
- Each api-initiated, templated outbound WhatsApp message = 1 unit*
*Additional WhatsApp wholesale charges apply
Storage of Your Data
All data records, files, information or content that is collected, received, transmitted, processed or stored by you using Local Measure Engage (Your Data) is stored within your own AWS services, and not within the Local Measure Engage product. Your use of AWS services, including Amazon Connect, is subject to the AWS Customer Agreement or other agreement with AWS governing your use of those services, and the processing and storage of Your Data is subject to such AWS agreement. Local Measure has no control over, and is not responsible for, the security, confidentiality or privacy of Your Data within the AWS services.
Open Source Software
The Local Measure Engage product uses the following Open Source software incorporated in its platform.
