Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Cat avg: 9
Top Performing Features
Call tracking
Enables agents and managers to see the origin of the call.
Cat avg: 8.7
Agent dashboard
Enables agents to track and view their individual and team performance.
Cat avg: 8.4
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Cat avg: 8.2
Worst Performing Features
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Cat avg: 8.5
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Cat avg: 8.3
Call forwarding
Forwarding of calls to the appropriate agents.
Cat avg: 8.2
Lifesize CxEngage Features from Reviews
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
6.9-18%
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.2
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.8
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.4
Call tracking
Enables agents and managers to see the origin of the call.
Category average: 8.7
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.3
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 7.6
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
7.0-18%
Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.3
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.5
Live reporting
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
Category average: 8.6
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.6
Lifesize CxEngage Features from the Vendor
Contact Center Software
Vendor-reviewedAgent dashboard
Enables agents to track and view their individual and team performance.
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Call forwarding
Forwarding of calls to the appropriate agents.
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Call tracking
Enables agents and managers to see the origin of the call.
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Natural language processing for IVR
Ability to offer conversational chatbots in the IVR.
Workforce Optimization (WFO)
Vendor-reviewedInbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Live reporting
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Omnichannel support
Vendor-reviewedEmail
Email capabilities.
Voice (phone)
Voice channel capabilities.
SMS/Text
SMS/Text channel capabilities.
Video channel
Video channel capabilities.
Live chat channel
Live chat channel capabilities.
Screen-share
Screen-sharing functionality.
Social media channels
Social media channel capabilities.
Predictive Analytics
Vendor-reviewedIntelligent call routing
Uses machine learning to connect calls to the correct agents based off previous interaction data.
Chatbots
Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.
AI assistance for live agents
AI provided predictive suggestions for live agents based on customer history and real-time interaction.