Product Updates

Redefining The Contact Center Agent Experience With Engage For Amazon Connect

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Traditional contact centers have had a tumultuous year. With a global pandemic that enforced strict social distancing regulations, most on-premise contact centers were forced to close. They were caught off-guard, not only having to adapt to a remote working environment, but simultaneously dealing with an increased call load and more demanding customer expectations. Equipping agents with the right technology to work from home became a time-sensitive necessity to ensure business continuity.

As a customer experience partner of AWS, we saw first hand how the demand for cloud-based contact center solutions exploded in response to Covid-19. Today’s consumers demand the convenience to digitally engage with businesses 24/7. Customers don’t always want to make a phone call. Instead, they prefer to send a digital message, on their channel of choice, from the convenience of their own device. 

At Local Measure, we pride ourselves on building intuitive CX products that empower brands to create exceptional experiences for their customers. The result is Engage for Amazon Connect, an omnichannel agent desktop purpose-built for Amazon Connect. It enables contact center agents to manage inbound customer calls and direct messages across WhatsApp, Facebook Messenger, Twitter, email, web chat and SMS all via a single inbox. 

What is Amazon Connect?

Amazon Connect is a cloud-based contact center service offered by Amazon Web Services (AWS). It allows businesses to set up and operate their own contact center, providing a range of features and tools to manage customer interactions. Amazon Connect offers omnichannel customer service, allowing customers to engage with businesses through channels such as phone calls, email, social media, mobile messaging, SMS, and web chat. It also offers advanced routing options, including skills-based routing, to ensure customer inquiries are routed to the most qualified agents.

One of the key benefits of Amazon Connect is its flexibility and scalability. It allows businesses to easily add or remove agents and channels as needed, and it can be customized to meet the specific needs of the business. Amazon Connect also offers robust reporting and analytics, allowing businesses to track and analyze customer interactions and metrics such as Average Handle Time, Abandonment Rate, and Customer Satisfaction scores.

Overall, Amazon Connect is a powerful and reliable contact center solution that can help businesses improve the customer experience and drive business success.

What is Engage for Amazon Connect?

Engage for Amazon Connect is a cloud-based contact center solution developed by Amazon Web Services (AWS). It allows businesses to offer omnichannel customer service through various channels such as phone calls, email, SMS, chat, and social media. Engage for Amazon Connect is designed to provide a seamless and personalized customer experience through the use of artificial intelligence (AI) and machine learning (ML).

One of the key features of Engage for Amazon Connect is its intuitive and user-friendly interface, which allows agents to handle customer interactions seamlessly and efficiently. It also offers a range of tools and features such as automatic call routing, skills-based routing, and integration with CRM systems, all of which help to improve the overall customer experience.

In addition to its customer service capabilities, Engage for Amazon Connect offers robust security and compliance features, making it an ideal solution for businesses looking to protect their customers' data and ensure compliance with relevant regulations. It also offers a range of deployment options, including on-premises and cloud-based solutions, to suit the needs of businesses of all sizes.

By choosing Engage for Amazon Connect as their contact center solution, businesses can improve customer satisfaction and loyalty, drive business success, and stay ahead of the competition in today's digital age.

Agents no longer have to use multiple tools to handle inbound conversations.

Engage for Amazon Connect helps contact centers unify their voice and digital channels to deflect calls to lower-cost support channels that customers love (and prefer) to use. With single agent sign-on, it leverages Amazon Connect skills-based routing and analytics, to ensure every customer conversation, regardless of channel used, reaches the right agent. 

Agents get the easy-to-use technology that they deserve.

For far too long, contact center agents have been slowed down by outdated, clunky and complicated agent desktop solutions. Engage for Amazon Connect offers a single intuitive interface that requires minimal agent training plus automated workflows to save time such as response snippets, idle messages, and more. Every second saved improves the agent performance, whether it’s reducing customer wait times, speeding up issue resolution or cutting down on average handling times. This leads to greater ROI from your contact center asset.

Local Measure is an Amazon Connect APN Select Technology Partner. We bring our CX expertise to cloud contact centers so they can deliver exceptional customer and agent experiences. Our solution, with easy consumption-based pricing, is available for purchase as a service on the AWS marketplace

Looking to streamline your contact center operations? Learn how Local Measure Engage for Amazon Connect can help.

November 18, 2021

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