Industry Update
Product Feature10 December 2020

Local Measure Engage for Amazon Connect

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Local Measure

Local Measure Engage for Amazon Connect is an omnichannel agent desktop for contact centers and customer service teams to manage inbound customer calls and direct messages across WhatsApp, Facebook Messenger, Twitter, Apple Business Chat, WeChat, email, web chat and SMS via a single inbox.

What makes the product special?

In today's world, convenience in customer service is key. Today's consumers are demanding the convenience to digitally engage with businesses 24/7 in the same way that they converse with family and friends. They don't want to make a phone call, make their way through an endless labyrinth of options "Press One for Sales, Press Two for Support" only to sit on hold for hours. Instead, they prefer to communicate with businesses via digital messages, on their channel of choice, from the convenience of their own device, at a time that suits them. 

With this in mind, businesses must expand their service channels beyond voice to improve the customer experience. But many contact centers and customer service teams are using outdated and disparate tools to manage customer conversations, and they're hesitant to add further complexity by introducing more communication channels.  

Local Measure Engage for Amazon Connect has been developed for exactly that reason. Engage for Amazon Connect is an omnichannel agent desktop for contact centers and customer service teams to manage inbound customer calls and direct messages across WhatsApp, Facebook Messenger, Twitter, Apple Business Chat, WeChat, email, web chat and SMS via a single inbox.

Benefits include:

  • Improve customer experience by offering customers more convenient ways to engage with your business via leading messaging apps. 
  • Streamline your contact center operations by unifying voice and digital service channels. 
  • Increase agent productivity by helping agents work smarter via a single interface to manage inbound calls and messages to improve response times and issue resolution. 
  • Improve the agent experience with automated workflows and personalized response templates that keep customers engaged. 
  • Deflect calls to lower cost service channels and run your contact center more efficiently. 
  • Speed up agent onboarding with only one easy-to-use platform that requires minimal training.
  • Ensure business continuity in times of crisis by enabling customer service agents to work remotely using a cloud-based customer service solution.

Whether it's for your front office staff, booking agents or contact center, Local Measure Engage for Amazon Connect is an omnichannel solution to streamline your customer service operations, reduce costs improve CX and increase agent productivity. Learn more here.

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Related Document

Local Measure Engage for Amazon Connect Overview

Learn more about Local Measure Engage - an omnichannel agent desktop for contact centers to manage inbound customer conversations in one place.
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Related Product

Local Measure Engage for Amazon Connect

Purpose-built for Amazon Connect, Engage for Amazon Connect is an omnichannel agent desktop for contact centers to manage inbound customer calls and direct messages across WhatsApp, Facebook Messenger, Twitter, WeChat, email, web chat and SMS via a single inbox.

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