SYDNEY, AUSTRALIA – 7 October 2021 – Local Measure, a next-generation customer communications platform, has today announced that it has been awarded Best New Technology Solution at the International Customer Management Institute’s (ICMI) Global Contact Center Awards. The AWS Advanced Technology Partner was recognised for its customer management platform Engage released in 2020
The ICMI Global Contact Center Awards takes place annually, acknowledging key players in the contact center industry around the world. The 2021 event highlighted innovation in customer service excellence, strategic accomplishments and adaptability – particularly to the challenges of the COVID-19 pandemic. Winners were announced during Customer Service Week in front of a virtual audience to coincide with ICMI’s Contact Center Expo: A Digital Experience, 6-7 October, 2021.
As customers become more demanding, the pressure on businesses to deliver an exceptional customer experience is only set to increase. Therefore, businesses that enable customers to contact them through their chosen channel will be the ones that win hearts and minds.
Local Measure’s Engage is an omnichannel cloud contact centre solution that optimises agent productivity and customer service excellence. Built on top of Amazon Connect, Engage allows contact centres to manage incoming customer calls and direct messages across multiple platforms including WhatsApp, Facebook Messenger, Twitter Direct Messages, SMS and email via a single inbox.
The platform allows businesses of all sizes to overcome the challenges of legacy data storage and outdated technology in the transition to remote working. The proprietary solution is easy-to-use, cost-effective and increases the efficiency of contact center agents so that they can better serve customers. Local Measure uses artificial intelligence (AI) and machine learning to streamline and centralise data across customer touchpoints, allowing businesses to offer personalised customer experiences in-real time.
Local Measure’s customers are seeing positive business transformation due to Engage. For example, Are Media reported a 40 per cent reduction in implementation costs and a 75 per cent acceleration in training time for agents.
"Local Measure has demonstrated agility in the face of new trends ushered in by the pandemic, and we are proud to have successfully adapted our product offering to the changing needs of customers. Our customer profile has shifted from hotel chains and sporting venues, to government service providers, FSIs and telcos,” said Jonathan Barouch, founder and CEO of Local Measure. “Our partnership with AWS and Amazon Connect has increased our capabilities and expanded our global reach. We are thrilled to have been recognised by ICMI for Engage – a testament to the team’s innovation and tenacity.”
Over the past 18 months, Local Measure has transformed its business model from a focus on tourism and hospitality to concentrate on contact centres – an addressable market worth $24 billion, accelerated by the pandemic. The global call center market, including contact centers, multimedia access centers, and customer interaction centers, is predicted to peak at US $496 billion by 2027, propelled by the changing needs of businesses due to the Covid-19 pandemic.*
Key benefits of Engage include:
- Consumption only pricing, no lock-in contracts, no seat licenses.
- True omni-channel engagement, giving customers the chance to communicate with businesses via their preferred method.
- Increases agent productivity via a single-pane-of-glass, unifying communication.
- Saves businesses time and money, leveraging AI and the latest integrations.
- Quick and easy to implement, with full support available.
*StrategyR, Call Centers: Global Market Trajectory & Analytics 2020 (https://www.strategyr.com/market-report-call-centers-forecasts-global-industry-analysts-inc.asp)
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