Local Measure takes contact center award for best new tech solution

Jonathan Barouch, Founder and Chief Executive Officer of Local Measure

Local Measure has been recognised as the Best New Technology Solution at the International Customer Management Institute’s (ICMI) Global Contact Center Awards.

Local Measure is an Amazon Web Services Advanced Technology Partner and was recognised for its new customer management digital platform, Engage which was released in 2020. 

ICMI awards Local Measure for Engange 

The International Customer Management Institute Global Contact Center Awards takes place annually, acknowledging key players in the contact center industry around the world.

The event highlighted innovation in customer service excellence, strategic accomplishments and adaptability, particularly due to the challenges of the COVID-19 pandemic.

Winners were announced during Customer Service Week in front of a virtual audience to coincide with ICMI’s Contact Center Expo: A Digital Experience on 6th and 7th October 2021.

As customers become more demanding, the pressure on businesses to deliver an exceptional customer experience is only set to increase. Therefore, businesses that enable customers to contact them through their chosen channels will be the ones that win hearts and minds.

Local Measure’s Engage platform is an omnichannel cloud contact center solution that seeks to optimise agent productivity and customer service excellence seamlessly.

Built on top of Amazon Connect, the Engage platform allows contact centers to manage incoming customer calls and direct messages across multiple platforms including WhatsApp, Facebook Messenger, Twitter Direct Messages, SMS and email via a single inbox.

The Engage platform facilitates businesses of all sizes and industries to overcome the challenges of legacy data storage and outdated technology in the transition to remote working.

The proprietary solution is easy-to-use, cost-effective and increases the efficiency of contact center agents so that they can better serve customers and create the much craved satisfaction.

Local Measure uses AI and machine learning to streamline and centralise data across customer touch points, allowing businesses to offer personalised customer experiences in-real time.

Local Measure’s customers are seeing positive business transformation due to Engage.

For example, Are Media, one of Local Measure’s customers has reported a 40% reduction in implementation costs and a 75% acceleration in training time for agents. 

Local Measure welcomes the recognition

“Local Measure has demonstrated agility in the face of new trends ushered in by the pandemic, and we are proud to have successfully adapted our product to the changing client needs.”

“Our customer profile has shifted from hotel chains and sporting venues, to government service providers, FSIs and telcos,” said Jonathan Barouch, founder and CEO of Local Measure.

“Our partnership with Amazon Web Service and Amazon Connect has facilitated us to increase our digital capabilities and expande our world wide reach into new markets.”

“We are therefore extremely thrilled to have been recognised by ICMI for the Engage platform which is a valuable testament to the team’s capabilities in innovation and tenacity.”

Over the past eighteen months, Local Measure has transformed its business model from focussing on tourism and hospitality to concentrating on contact centers.

The global call center market which includes contact centers, multimedia access centers and customer interaction centers is predicted to reach a value of $496 billion by 2027.

This is propelled by the changing needs of businesses due to the Covid-19 pandemic.

Key benefits of Engage

  • Consumption only pricing, no lock-in contracts, no seat licenses.
  • True omni-channel engagement, giving customers the chance to communicate with businesses via their preferred method.
  • Increases agent productivity via a single-pane-of-glass, unifying communication.
  • Saves businesses time and money, leveraging AI and the latest integrations.
  • Quick and easy to implement, with full support available.