Lifesize CxEngage vs. Mattersight Predictive Behavioral Routing (discontinued)

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.

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Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.

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• 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.

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• Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
• Contains governors to minimize the impact on agents and customers during busy periods.
• Ease of integration into our existing infrastructure.
• Sales/support teams from Mattersight are fantastic.

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• 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)

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• ISG could use more in depth reporting that is available on demand.

We implemented in 2018 and were only given 8 weeks to do it...as per the direction of our parent company at the time. Serenova at the time responded well and we were able to go Live within 8-weeks...albeit the product overall was a big change and had gaps in features over our previous contact management solution.

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It's been too many years...I don't remember. Except in 2021 we looked briefly at Amazon and Salesforce call center offerings. Both were too basic at the time that even if we got a great deal on licensing (we are a Salesforce house for other things), we couldn't easily (or at all) do things like Callbacks and some of the more robust flow buildouts that we have in place today with Lifesize.

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The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.

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• lower operational costs
• improved agent productivity
• improved flexibility in design and admin work

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• Positive ROI
• Still assessing customer satisfaction
• Still assessing employee satisfaction