1. Omnichannel inbox

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.

2. Case Management

Using Cases in Engage, contact center agents can group customer contacts around the same issue, making it easier to find past interactions and have more context when on a contact. Cases also track any additional After-Call Work required, increasing the efficiency of agent workflow and customer satisfaction.

3. Agent omnichannel inbox

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.

4. Real-time dashboards

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.

5. Skills-based routing

With Engage, you can leverage skills-based routing to ensure that your customers only deal with agents who have the skills to assist them. This means your most skilled agents aren't wasting their time and talents on basic interactions.

6. Ongoing feature updates

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.

7. SOC 2 Type II

Engage for Amazon Connect maintains SOC 2 Type II compliance, providing enterprise level standards and security no matter what your business size.