Your entire business will benefit from Engage

Phone, SMS, Email, Facebook Messenger, Instagram DM, Twitter, WhatsApp, WeChat, LINE, everyday your customers are using one, or many of these channels. Engage lets them contact you on the channel of their choice.

Voice is still the heart of most contact centers, Engage provides an exceptional voice experience with a softphone or desk phone, with warm and cold transfers, pause and resume call recordings, automated routing for IVR and more.

Customers want to know that you value every interaction. Engage enables agents to view their complete contact history, reasons for contacting you, which agent they have interacted with and even which channels they’ve used.

Engage helps you build a seamless omnichannel experience as part of your customer experience strategy. All digital channels are natively prebuilt, so you can switch on additional digital channels at any time, without hiring developers.

To help agents to correct spelling and grammar issues, using Generative AI our Smart Composer tool can shorten or lengthen a message to streamline communication and assist where agents may not be fluent.

With Engage, it’s not just customers who benefit from omnichannel. Your agents can now manage all customer conversations seamlessly from a single inbox. Everything is in one place, voice, email, chat, social channels and more.

Using machine learning and artificial intelligence to analyze chat transcripts, Engage prompts agents with recommended next actions to deliver preemptive service and solve customer queries faster.

The Engage interface is intuitively designed. Because of this, agents enjoy using Engage and it removes many frustrations. No more need for tabbing between windows or customer calls, Engage makes it seamless.

To ensure every customer and incoming contact is answered, agents can get browser notifications in Chrome or Firefox to launch the Engage interface. Agents can also set ringtones and volumes that work best for them.

With English as the default language displayed, each agent can quickly and easily select to view their Engage desktop in French, German, Korean or Spanish. Allowing agents to work in whatever language they feel most comfortable.

Agents can set their next status and pause new contacts being routed to them when they aren't ready. Using Agent Next Status will ensure they can complete their current customer interactions and after-call work without extra pressure.

With Utilities, your agents can access essential 3rd party applications and data while remaining focused on the customer interaction, resulting in faster issue resolution and improved customer satisfaction.

With MS Teams Presence, agents can effortlessly view the availability of their colleagues across the MS Teams organization and start a chat by clicking through to Teams, or a call using the Engage dialler. No more unnecessary switching between platforms or searching for availability statuses. It’s all right there, at their fingertips.

Engage’s dashboards show real-time metrics so that you can keep a birds eye view of your contact center performance and respond accordingly. This simple, powerful dashboard helps managers monitor agent productivity and ROI.

Contact center managers can easily create pre-defined resolution codes to track common issues. Active agents can then find and apply these codes to customer interactions to identify trends, analysis and generate reports.

Your contact center is an endless source of business and customer intelligence. Engage can integrate with your existing business intelligence tools and applications to ensure that you can maximize these valuable insights and improve your business.

Enjoy automated, ongoing feature updates, with new feature releases based on market and customer insights. Have input and help guide the product roadmap, all without having to pay for maintenance or custom builds.

Traditional agent licence models are expensive, inflexible and difficult to manage. That's why with Engage, you won't need any. Instead, our consumption-based tiers cater to businesses of all sizes, 5 or over 1,000 agents.

Engage is intuitive for both Agents and Admin roles and takes only minimal training to get started. New staff can be trained and onboarded in a matter of hours instead of days to become productive in less time.