Lifesize CxEngage vs. Nextiva Contact Center

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.

Incentivized

We use Nextiva every day in our company. I like how we have a lot of different customizable options. You can use Nextiva in several different ways. There are also several different ways to use/manage Nextiva, with their Mobile App, Desktop App, and from a browser. Their support is reachable via phone, chat, or email. Nextiva makes integrating with other platforms and implementing new features or functions easy. Just a heads up, depending on how you use Nextiva daily, the backend setup for call centers can be a little tricky.

Incentivized

• 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.

Incentivized

• Nextiva allows you to set up the Contact Center to fit your exact needs.
• The Contact Center has a consistency of quality. Dropped calls or interrupted calls are very rare. The voice quality is always great on both ends.
• The Contact Center allows us to have a Call Center with 50+ numbers to assist our customers attendees. At the same time, it allows us to have a main line for our Customer Support, Sales, etc...

Incentivized

• 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)

Incentivized

• I'd like to be able block numbers globally through the web portal rather than having it done through tech support.
• Mobile app sometimes continues to ring even though the call has been picked up via the desktop app or physical phone.

Incentivized

Service has been exemplary and we are happy with the voice quality and connectivity

Incentivized

They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.

Incentivized

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.

Incentivized

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.

Incentivized

It isn't just about clear calls- which they have in spades. The features on this platform are like little productivity cheerleaders. We can track calls, analyze performance, and even set up call routing so the right seller gets the right lead

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

Incentivized

• With Nextiva VoIP Call Center, we don't need receptionist on call all the time... that is good
• we receive a lot of complains of people calling and no one answering, but when we check the call history there is no trail of the incoming call... that is bad...

Incentivized