Local Measure vs ICTContact Comparison: Everything You Need to Know Before Choosing

Local Measure is an Australian customer experience platform that helps businesses identify, understand and engage their customers, with a particular focus on contact centre and customer service operations. Organisations often hold customer information across separate channels and systems, so agents lack a complete view of who they are speaking with and cannot personalise interactions effectively. Local Measure's approach is to combine omnichannel customer engagement with contextual data, allowing service teams to handle voice, chat and messaging from a single interface while seeing relevant customer history and insights. Its flagship offering, Local Measure Engage, is built on Amazon Connect, the cloud contact centre service from Amazon Web Services, extending it with an agent desktop and management features designed to be easier to deploy and use. Key capabilities include a unified agent desktop for voice, webchat, SMS, email and social messaging channels, with customer profiles and interaction history presented alongside each conversation. Supervisors can monitor queues in real time, manage agent states and access analytics on service levels, handling times and customer sentiment. AI-assisted features support call transcription, summarisation and guidance for agents, helping reduce after-call work and improve consistency. The platform integrates with CRM systems such as Salesforce and Microsoft Dynamics, as well as with hospitality and industry-specific systems, so that customer data can be used to personalise service. Local Measure historically developed strong roots in the hospitality and travel sectors, where recognising guests and resolving requests quickly is essential. It is delivered as a cloud service on AWS infrastructure and serves hotels, airlines, retailers, financial services firms, healthcare providers and public-sector organisations. Its AWS foundation allows organisations to scale capacity flexibly and pay according to usage. Pricing starts from around USD 1, typically on a usage or per-user basis, and a free trial is available; there is no permanently free version.