Transform Your Customer Service with Enhanced Email Functionality
Learn more about what Email in Engage can do for your contact center, streamlining agent communication and productivity and allowing scalability for the needs of businesses of all sizes.
Engage Email - At the center of your customer experience strategy
The Engage inbound and outbound email solution recognizes that email is a crucial channel for customer service. It empowers agents to manage high volumes of email inquiries efficiently, delivering cost-effective and adaptable solutions. Features like Smart Skills-Based Routing and configurable workflows ensure flexible, seamless service.
Email: Your Key Channel for Asynchronous Support
Effective multi-channel communication isn’t just a convenience—it’s a game-changer. Our out-of-the-box, GenAI-powered email functionality empowers your agents to boost productivity, increase efficiency, and deliver timely and personalized communication to customers.
Send outbound emails directly while on a voice call, bridging the gap between phone and email interactions. This ensures consistent, timely responses without agents losing conversation threads.
Insert pre-written responses for common queries using snippets. Save time and maintain consistency in your messaging, enabling faster, high-quality responses.
Ensure every email is professional, accurate, and on-brand. Smart Composer automatically corrects grammar, adjusts tone, and enhances communication quality, saving agents time while allowing them to review and approve AI-generated content before it’s sent to the customer.
Keep conversations organized with improved thread management. Easily reply to existing threads, maintaining context and continuity in every interaction, ensuring customers always feel heard and understood.
Attach files and documents to emails, providing customers with all the necessary information at once. From product manuals to invoices, deliver what your customers need instantly.
Bring email communication into your contact center for more streamlined operations. With a centralized inbox, agents can manage all inbound and outbound email communications in one platform, improving efficiency and reducing response times.
Create an Efficient and Streamlined Contact Center Experience
Local Measure’s Engage Email capability is designed to address the pain points of agents, optimizing workflows and providing them with the tools needed to excel.
Improved Efficiency
Empower agents to handle email inquiries efficiently, cutting response times and boosting productivity. Engage offers complete omnichannel support in one interface, with AI-powered Email Smart Tools to help agents craft clear, impactful responses that enhance the customer experience.
Enhanced Customer Experience
Provide customers with professional, accurate, and timely support, leading to higher satisfaction and loyalty. By improving communication and ensuring consistent quality, you can build stronger relationships with your customers and enhance their overall experience.
Boosted Productivity
Engage Email empowers agents to handle email inquiries more efficiently, reducing response times and improving productivity. Delivering intuitive processes, AI tools and automation features, agents are able to focus on ensuring timely responses, personalized interactions, and improved customer satisfaction.
Uncompromising Security
Data security is critical for both businesses and customers. Engage prioritizes data security and compliance by adhering to GDPR, CCPA, and SOC 2 Type II. Businesses can be confident that their email communication processes are protected with uncompromising security as standard.
Flexibility and Scalability
Engage Email is scalable to meet the needs of businesses of all sizes. It accommodates growing email volumes and evolving requirements without compromising on service quality. Whether you're a small startup or a large enterprise, Engage Email can adapt to your changing needs.
Streamlined Communication
Streamline customer support by consolidating all emails into one platform. With Engage, agents can manage emails alongside calls and chats, improving efficiency and reducing response times. They can even send outbound emails during voice calls, seamlessly connecting phone and email interactions to keep conversations on track
Customer Stories
Explore real-world success stories from companies using Engage Smart Tools to transform their contact center operations and customer experience.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
Real World Applications of Engage Email
Ensure Conversations are Consistent
Agents working for a global firm struggle to understand context and follow conversations with customers across multiple interactions.
Keep conversations organized with improved thread management. Easily reply to existing threads, maintaining context and continuity in every interaction, ensuring customers always feel heard and understood.
Meet Customers Where They Are
A customer wishes to reach out to a business however is it outside of the contact center’s operational hours. This leaves the customer frustrated and forces them to communicate at a time less convenient to their schedule.
Engage email allows for de-coupling of the customer service interaction from the need for the customer and agent need to be available in real time. This ensures your customer is able to reach your company when it’s convenient.
Leverage Advanced Generative AI-powered Tools
Agents are struggling to craft professional, succinct emails, making simple grammatical errors that lowers the quality of communication.
Engage email utilizes generative AI-powered Smart Composer to craft professional, effective emails. Our Smart Tools assist in drafting responses, creating templates, and suggesting optimal phrasing, enhancing communication clarity and efficiency.
Centralized Email Management
A fast-growing e-commerce business is struggling to keep up with the high volume of customer inquiries through various email accounts. Their agents waste time switching between multiple platforms, leading to delayed response times and disjointed customer experiences.
By using Engage and integrating email into their contact centre, the business centralized all customer support email into one platform. Agents now manage email inquiries alongside calls and chat, improving efficiency and reducing response times. Customers receive faster, more cohesive service while the agents enjoy better workflow management.
Transform your contact center with Email in Engage
Get set-up with Engage and our AI-powered Email functionality today
1. Consultation
Engage and Amazon Connect are a powerful combination. Our AWS-certified Solution Architects will ensure your new cloud contact center is scoped to meet the needs of your customers, agents, and business.
2. Implementation
Email is included as a native channel out-of-the-box in all Engage pricing tiers. Our in-house implementation teams ensure every implementation step is simple and fast so that your new cloud contact centre is up and running in no time and that your staff is fully trained.
3. Support
When you need us, our dedicated support team is here. Most of our clients have very minimal support needs as Engage is secure, robust and scalable for contact centers of all sizes.
FAQs
We're here if you need us to
Yes, Engage’s email solution is designed for multi-channel efficiency. Agents can handle email inquiries while managing voice calls and chats from a single interface, ensuring smooth, uninterrupted customer communication.
Smart Composer provides Generative AI-driven suggestions that help agents draft professional, on-brand email responses. It automatically corrects grammar, adjusts tone, and offers content suggestions, ensuring that responses are clear, accurate, and aligned with company standards.
Centralizing email communication ensures that all interactions are tracked and managed from a single platform. This reduces the risk of losing context, improves team collaboration, and allows agents to deliver faster, more cohesive service.
Engage’s email solution scales with your business. AI-powered tools help agents manage high volumes of emails by automating routine tasks, organizing email threads, and providing real-time customer insights to ensure personalized and efficient service.
Thread management allows agents to easily track ongoing email conversations, ensuring continuity and preventing repeated information requests. This creates a more seamless, frustration-free experience for both agents and customers.
Asynchronous communication is the exchange of messages without the need for an immediate response. Unlike real-time synchronous communication, it allows participants to respond at their own pace. The sender and receiver don’t need to be available simultaneously to have a conversation.
With asynchronous email, customers can contact your agents anytime, outside of business hours. They can leave their inquiry and get a response when a rep is available, so there is 24/7 support. Engage Email also boosts efficiency, allowing agents to handle multiple conversations simultaneously. They are able to prioritise and respond to inquiries based on urgency so customers get help faster.
Asynchronous channels like email also help contact centers to reduce operational costs. By handling customer inquiries through this channel, businesses can minimise phone support and streamline their support process.
Engage Email functionality empowers agents to handle email inquiries more efficiently, reducing response times and improving productivity. Delivering intuitive processes, AI tools, and automation features, agents can focus on ensuring timely responses, personalized interactions, and improved customer satisfaction.
Engage leverages GenAI to streamline customer interactions, improve agent response accuracy, and automate routine tasks. This saves agents time and allows them to focus on high-value tasks, enhancing overall customer service efficiency and satisfaction.
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Let’s Build a Future Worth Experiencing
Our Engage platform is already transforming contact centers worldwide, and this is just the beginning. Are you ready to future-proof your customer service?