The Omnichannel Contact Center Solution for Retail Companies
When it comes to building brand loyalty for thriving retailers, Engage is the omnichannel solution that customers, agents, and your marketing people love.
Engage is different to your current software, it works
Clunky, on-premise contact center systems are time-consuming and expensive to operate. That’s why contact centers around the world are catering to modern consumer needs with Local Measure's Engage for Amazon Connect.
of customers expect consistent interactions across channels.
Source - SDL
of consumers are more likely to shop with brands who recognize, remember, and provide relevant offers and recommendations.
Source - Accenture
of consumers are more likely to shop at a retailer that offers automated returns capability versus one that doesn’t.
Source - Windstream Enterprise
of customers use an average of 3 communication channels to connect with customer service.
Source - Microsoft
Build your brand through hyper-personalized support
Building a brand requires putting your customers' first. Engage helps your agents better understand customers and make life easier with intelligent AI and features like sentiment analysis, chatbots, skills-based routing and more.
of customers agree that customer service plays a vital role in their choice of loyalty to a brand.
Source - Accenture
Be on the channels that your customers love using
Consumers today demand an exceptional experience. Let them reach you on the channels they use. Engage adds Voice, Email, SMS, Facebook Messenger, Instagram DM, Twitter DM, WhatsApp, WeChat and Webchat all out-of-the-box.
“With Engage, we now have the tools at our disposal to deliver the experience expected of a luxury brand.”
Leveice Reynolds
2IC Retail Operations, Coco Republic
of consumers are more likely to shop at a retailer that offers automated returns capability versus one that doesn’t.
Source - Windstream Enterprise
Manage and scale agents without extra resources
Engage is the cloud-based solution that’s simple, secure, and scales perfectly with your team without extra resources. Reduce costs by easily adding or removing agents, access, features, and more without any technical people.
Transform your retail contact center in record time
There are no interruptions either, your contact center can operate business as usual.
1. Consultation
Engage and Amazon Connect are a powerful combination. Our AWS certified solution architects will ensure your new cloud contact center delivers to your customers, agents and business needs.
2. Implementation
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 are fully trained.
3. Support
When you need us, our dedicated support team are here. Most of our clients have very minimal support needs as Engage is secure, robust and scalable for contact centers of all sizes.
A smarter contact center solution
Experience excellence, right out of the box
Omnichannel experience
Omnichannel inbox, exceptional voice experience and prebuilt digital channels, let your customers contact your business on the channels they want.
Customer personalization
Understand your customers and anticipate the need to personalize their experience, using knowledge base integration, customer profiles, and internal notes.
Positive agent experience
Give your agents the tools to perform their jobs quickly and easily. Engage is a telecoms cloud contact center solution with an intuitive agent interface, alerts and notifications, agent next status, and more.
Actionable business intelligence
Get valuable insights that drive continuous business Improvements, including real-time dashboards, resolution codes, existing BI tool integration and more.
Operational efficiency
Use skills-based routing, automated workflows, proactive chatbots, CRM integration and more, to increase productivity through technology.
Accelerated time-to-value
With easier onboarding, volume-based pricing and free ongoing feature updates, you can get set-up quicker and realize value from your contact center sooner.
Uncompromising security
With SOC 2 Type II compliance, GDPR, CCPA and the Australian Privacy Principles, protecting your business and the privacy of your customer's data comes standard.
Salesforce CTI adapter
If you use Salesforce, simply add the Engage CTI adapter to Salesforce and easily respond to inbound enquires, or send outbound messages from Salesforce.
Single omnichannel inbox
Phone, SMS, Email, Facebook Messenger, Instagram DM, Twitter, WhatsApp, WeChat, everyday your customers are using one, or many of these channels. Engage lets them contact you on the channel of their choice.
Exceptional voice experience
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, automated routing for IVR and more.
Connect to your CRM
Engage can connect to your CRM and access comprehensive data to personalize each client interaction. Salesforce or another CRM, we can help you connect your customer data if it's got an API.
Data privacy
Engage maintains SOC 2 Type II compliance and adheres to GDPA, CCPA, and the Australian Privacy Principles providing enterprise-level standards and security for organizations of all sizes.
Suggested next actions
With machine learning and artificial intelligence, Engage can prompt agents with recommended next actions to deliver preemptive service and solve customer queries faster.
Internal notes
Agents can easily add notes to add context to customer interactions including before transferring to a queue or agent. Notes can remove the need for customers to re-answer qualifying questions and more.
Skills-based routing
With Engage, you can leverage skills-based routing so your customers only deal with agents who have the skills to assist them. This means your most skilled agents aren't wasting time on basic interactions.
Proactive chatbots
Set up smart AI chatbots to encourage customer self-service for the more simple, routine issues. This reduces the number of inquiries that reach each agent, freeing them up for more complex issues.
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?