#1 most frequent
United States of America
88.9%8 installations of 9
What is Lifesize CxEngage?
CxEngage is a cloud contact center solution designed to meet users' needs and
work in their environment. Unlike monolithic architectures and on-premises
solutions, CxEngage is a ‘born-in-the-cloud’ platform to deliver unified visibility
across voice, video, and digital channels. CxEngage is designed to just work
anywhere, and to be implemented in a few days or weeks.
Categories & Use Cases
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Screenshot of Agent Interface - SFDC Integrated Agent
Top Performing Features
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Call tracking
Enables agents and managers to see the origin of the call.
Category average: 8.7
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Areas for Improvement
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
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
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.5
Who Buys & Uses Lifesize CxEngage
#2 most frequent
Canada
11.1%1 installation of 9
A contact center solution that had a good foundation but has struggled since the acquisition
Use Cases and Deployment Scope
Usage: Primary contact center solution for Inbound call volume.
Scope: We hand approximately 250K inbound calls per calendar year.
We "feel" like we have a fairly complicated phone tree (flow) that allows for features like:
Scope: We hand approximately 250K inbound calls per calendar year.
We "feel" like we have a fairly complicated phone tree (flow) that allows for features like:
- Auto-forward/transfer caller to an external number
- Provide self-help options and then disconnect caller or allow caller to return to previous menus
- Route to a customer service or technical support teams with their phone tree options for various speciality
- Outage alerts
- Overflow agents being added to queues
- Salesforce case lookup prior to caller being connected with agent
- Callback option for caller without loosing place in queue
Pros
- Phone tree options #1-9, plus # and *
- Recording 100% of voice audio calls
- Use of re-usable flows
- The integration of Skylight agent toolbar within Salesforce and the CxEngage phone system
- Setting custom SLAs at the tenant and queue level
Cons
- Unable to set SLAs on Groups of users, which is necessary when there are 3rd party vendor agents involved who are held to a SOW metric standard different than the home company agents who share the same skill/queue coverage
- v2 Historical Reporting does not feel like a step forward. Timeout issues, lag, inability to find reports/analysis nor who owns them when troubleshooting dashboards/analysis or what shared folder they are stored in. It's a big, unorganized mess on top of the crappy performance (I shouldn't have to run a 12 month report 4x, once per quarter, in order to avoid timeouts...especially for under 500K interactions)
- Knowledgebase is often outdated and articles are no longer applicable...data dictionary is a good example of outdate or missing information.
Return on Investment
- During our peak, Back-to-School, period we were able to respond in real-time to longer hold times and either manually assign agents to take calls or take overflow agents and add them to queues to help alleviate hold times.
- In 2022 we FINALLY gained visibility into what status agents are in when not physically speaking with a caller. This has been huge in understanding agent availability and/or finding coaching opportunities for some.
CxEngage Feedback
Use Cases and Deployment Scope
We use the platform as our telephony system and SMS system for our contact center.
Pros
- Great flexibility working with flow creation and editing
- Great support staff
- Good overall package for workforce management and quality monitoring
- Integrates well with our tools.
Cons
- Stronger support and more reliable system for users not on a commercial network
- Consumer friendly and intuitive reporting and dashboard tools. build canned reports
- Reporting: Ability to get a combined SVL for all queues included on a report (now we manually calculate after exporting the report into excel). Same for all major data points (ASA, AHT, etc.)
- Ability to include abandoned calls and an abandonment percentage which excludes short abandons on the Queue summary report. Now the report just shows total abandons and abandonment percentage so if we want to exclude short abandons we have to pull a separate report to find out how many calls abandoned in less than 10 seconds then calculate the "true abandoned number" (calls abandoned minus short abandons)
- Ability to change what is considered a "short abandon" and then report on it. Right now the only option is the built in tracking of calls that abandoned in equal to or less than 10 seconds.
- Ability to "save" an agents "default" skill profile so that any changes we make can be returned to "BAU" with a click of a button
- quicker data/historical report retrieval
- way to separate what we have listed as a queue name for reporting vs. what is used for the queue name in the "whisper" (the issue we had with WT queue naming conventions because we had to have the whisper be super precise)
Return on Investment
- lower operational costs
- improved agent productivity
- improved flexibility in design and admin work
Alternatives Considered
Evolve IP Call Center and Five9
Other Software Used
Zendesk Chat, Zendesk Support Suite
