Local Measure Engage serves as an agent desktop for our Amazon Connect contact center. Our call delivery lands via Local Measure Engage, allowing agents to handle both voice and messaging contacts. The platform enhances information for ease of use by the agents and allows self-queries for our customers. Local Measure Engage worked closely with us to tailor a solution that functioned well for both our agents and our customers.
Streamlined customer interactions have improved agent workflows but still leave room for refinements
What is our primary use case?
What is most valuable?
The best features that Local Measure Engage offers are ease, simple setup, rollout, and use of attached data.
When we route our calls and chats to our agents, we gather a lot of information that we attach to the call record, and we utilize that to prompt our agents for certain actions or give them direction on what accounts to look at or additional steps that they need to follow. The ease of use component is about getting things done quickly and promptly for our customers and agents, so we can respond.
Local Measure Engage has positively impacted our organization by providing a platform to launch customer interactions to our agents before Amazon Connect had their own workspace, which made it very easy to work with. The specific outcomes and metrics that show how Local Measure Engage made things easier or improved performance for my team revolve around its ease of use.
For how long have I used the solution?
I have been using Local Measure Engage for about five years.
What do I think about the stability of the solution?
Local Measure Engage is stable.
What do I think about the scalability of the solution?
Local Measure Engage scales well with no problem scaling up and down as needed.
How are customer service and support?
The customer support is great.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We moved from an on-premise Genesis contact center solution and switched to Amazon Connect with Local Measure Engage as our agent interface.
What was our ROI?
I have seen a return on investment because Local Measure Engage gave us a solution which we did not have an option for, that filled the gap and delivered on what was needed and promised.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing was fine; we went through the right processes, and once everything was sorted, we purchased it through the marketplace.
Which other solutions did I evaluate?
I evaluated other options before choosing Local Measure Engage, including other agent desktop solutions or contact center platforms.
What other advice do I have?
Local Measure Engage is a good product for what we used it for and suited our needs. The advice I would give to others looking into using Local Measure Engage is that it is a good product that meets requirements effectively. I gave this review a rating of 7.
Which deployment model are you using for this solution?
Private Cloud
