A contact center solution that had a good foundation but has struggled since the acquisition

Rating: 8 out of 10

February 9, 2023

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:

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Knowledgebase is often outdated and articles are no longer applicable...data dictionary is a good example of outdate or missing information.

Likelihood to Recommend

CxEngage can handle some more complex flow options that other vendors don't seem to be able to do.
The integration for voice calls with Salesforce is a huge plus.
The integration of email support with Salesforce is a BIG miss. After fighting with it for a year, we finally just turned it off and use Salesforce Omnichannel for email support.
Chat using Salesforce Live Agent worked fine enough.

Erik R Van Asch

Program Manager in Information Technology at Savvas Learning Company (1001-5000 employees)

Vetted Review

6 years of experience

View profile

CxEngage Feedback

Rating: 9 out of 10

Incentivized

February 6, 2023

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)

Likelihood to Recommend

Implementation was top notch. Great team to work with. Application and tools are good and very useful. Customer Support is strong as well. Would recommend more details and assistance on some resolutions but over all, quick response and quick resolutions is the norm. Room for improvement for front line associates working from home. And better understanding on how Twilio issues affect CxEngage as some time the status pages don't match the same story.

Verified User

General Manager in Customer Service (1001-5000 employees)

Vetted Review

2 years of experience