Real-World Case Studies and Customer Success Stories with Local Measure

Engage from Local Measure, now part of Zendesk, helped TELUS transform its customer support. TELUS needed to cut costs and... improve customer satisfaction with 24/7 support. The solution used asynchronous messaging in the My TELUS app, powered by Gen AI and AWS. TELUS launched the new system in half the usual time. Customers now get fast, always-on help, and agents work more efficiently with AI tools.
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Engage by Local Measure helped One NZ (formerly Vodafone New Zealand) modernize its contact center. The old system was hard... to change and did not support new ways to talk with customers. With Engage and Amazon Connect, One NZ now gives customers a better, more personal experience. Agents can use one simple view to help customers on any channel. Call transfers dropped from 1 in 5 to 1 in 20. The new system also cut costs and made agents faster at helping customers.
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Engage for Amazon Connect helped Are Media move to a cloud-based omnichannel contact center during the COVID-19 pandemic. The solution unified... voice and email channels, enabling remote work for agents in Australia and the Philippines. Are Media reduced implementation costs by 40% and cut training time by up to 75%. Procurement was simple through AWS Marketplace. The platform improved customer service and streamlined operations.
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Engage helped The Coffee Club improve its contact center. The old system lacked tracking and integration. Engage provided intelligent routing... and real-time analytics. The Coffee Club made voice their main channel and trained agents quickly. The new system improved call handling and customer satisfaction. The team now tracks calls better and delivers more personal service.
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Local Measure and Amazon Connect helped Coco Republic move from a legacy contact center to a cloud-based solution. The company needed... to support omnichannel retail and deliver luxury customer experiences. The new system removed licensing limits and cut costs. Coco Republic can now scale, innovate, and personalize service for every customer. The solution supports flexible agent locations and future channel expansion.
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Engage, now part of Zendesk for Contact Center, helped Five Iron Golf modernize its contact center. The company faced high... costs and slow service due to switching between platforms and lack of integration with their POS system. With Engage and AWS, Five Iron Golf reduced customer service expenses by 80%. They also saw three times fewer refund requests needing multiple interactions. The new solution gave agents integrated customer profiles and improved KPI tracking.
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Engage, the contact center platform from Local Measure, helped The Good Meal Co. modernize their cloud infrastructure. The company faced... challenges with high call volumes and manual work in their contact center. They needed a scalable solution to improve efficiency and customer experience. After choosing Engage on AWS, they quickly implemented the platform in five weeks. The result was better analytics, improved agent performance, and increased customer loyalty and engagement.
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Engage and Amazon Connect helped The Exeter move from an old on-premise phone system to a modern cloud contact center. The Exeter wanted... better security, flexibility, and a future-proof solution. They chose AWS and Local Measure for their lower costs and innovative features. Over 200 staff now use Engage and Amazon Connect, both in the office and remotely. The new system supports better customer service and business continuity.
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Engage by Local Measure helped SupportZebra, a BPO in the Philippines, solve contact center challenges. SupportZebra needed a better system... for their healthcare client, TelemedRN. Their old system could not support remote supervision, live call monitoring, or after call work. Engage and Amazon Connect provided an omnichannel, cloud-based solution. This improved agent productivity and allowed better support for critical healthcare calls.
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Engage by Local Measure helped Highpoint Service Network improve contact center performance. The solution provided a modern, cloud-based platform for... their BPO operations. Highpoint Service Network used Engage to enhance customer experience. The case highlights the benefits of using Engage for contact center transformation.
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Engage by Local Measure helped Five Star Call Centers reduce call times. The solution improved agent efficiency in their contact... center. Five Star Call Centers used Engage to streamline operations. The case highlights benefits for business process outsourcing companies. No specific numbers or metrics are mentioned in the content.
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