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. Engage, our social messaging solution, has been widely used by brands to improve customer service with social and mobile messaging channels. It was only logical that we enhance this existing product to help cloud contact centers deliver a omnichannel customer experience.
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.
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For far too long, contact center agents have been slowed down by outdated, clunky and complicated agent desktop solutions.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.