Lifesize CxEngage vs. Playvox

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Lifesize CxEngage
Score 7.8 out of 10
N/A
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.
$85
per month per user
Playvox
Score 8.9 out of 10
N/A
Playvox, headquartered in Sunnyvale, California, offers their call center agent monitoring, coaching and QA platform, designed to motivate and improve the performance of call center agents and reps.N/A
Pricing
Lifesize CxEngagePlayvox
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Lifesize CxEngagePlayvox
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
Lifesize CxEngagePlayvox
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Lifesize CxEngagePlayvox
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Lifesize CxEngage
6.9
2 Ratings
19% below category average
Playvox
-
Ratings
Agent dashboard7.31 Ratings00 Ratings
Outbound response7.31 Ratings00 Ratings
Call forwarding6.41 Ratings00 Ratings
Interactive voice response7.31 Ratings00 Ratings
REST APIs6.41 Ratings00 Ratings
Call tracking7.72 Ratings00 Ratings
Multichannel integration6.42 Ratings00 Ratings
CRM software integration6.41 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Lifesize CxEngage
7.0
2 Ratings
16% below category average
Playvox
-
Ratings
Inbound call routing7.32 Ratings00 Ratings
Recording8.62 Ratings00 Ratings
Call analytics6.82 Ratings00 Ratings
Historical reporting5.92 Ratings00 Ratings
Live reporting6.42 Ratings00 Ratings
Customer interaction analytics7.31 Ratings00 Ratings
Best Alternatives
Lifesize CxEngagePlayvox
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.6 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Zoom Contact Center
Zoom Contact Center
Score 9.2 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Lifesize CxEngagePlayvox
Likelihood to Recommend
7.7
(2 ratings)
8.9
(193 ratings)
Likelihood to Renew
-
(0 ratings)
8.5
(6 ratings)
Usability
-
(0 ratings)
7.7
(4 ratings)
Availability
-
(0 ratings)
9.1
(1 ratings)
Support Rating
-
(0 ratings)
3.8
(5 ratings)
Implementation Rating
8.2
(2 ratings)
8.5
(2 ratings)
Configurability
-
(0 ratings)
6.4
(1 ratings)
Product Scalability
-
(0 ratings)
6.4
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.1
(2 ratings)
Vendor pre-sale
-
(0 ratings)
9.0
(2 ratings)
User Testimonials
Lifesize CxEngagePlayvox
Likelihood to Recommend
Lifesize
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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Playvox
Playvox is well suited to rate and track process adherence and work quality percentual. It is also great to document coaching and track advisors' development, as well as to do knowledge checks through quizzes. It is not so appropriate if you need to see the previous coachings made, since those cannot be opened when they finished.
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Pros
Lifesize
  • 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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Playvox
  • monitoring the chats and calls to know your mistakes and get it solve.
  • analyst your skills, and it makes you to know are you doing well or not.
  • coaching and learning from your mistakes, and seeing the errors to improve your skills in handling.
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Cons
Lifesize
  • 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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Playvox
  • The speed of loading the chat that I am evaluating for the customer service representative because sometimes it shows that there is an error in the load.
  • Keep a lot of information
  • It should have more languages for ease of control
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Likelihood to Renew
Lifesize
No answers on this topic
Playvox
I do not think my organization has and 2nd thought of changing the Playvox because I am sure they cannot find another option that is as easy and smooth. There is no other option at all. Playvox is being used here in every department and the company cannot run without this. Now it is a basic need of this business
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Usability
Lifesize
No answers on this topic
Playvox
Playvox is an easy-to-use platform, all features are intuitive, which makes navigation easy. I never found navigation problems, I was always able to find all the items I needed, all the information is well separated, what could improve is the possibility of moving some items, putting the ones that I use the most in evidence.
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Reliability and Availability
Lifesize
No answers on this topic
Playvox
I don't think I've encountered software problems before
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Performance
Lifesize
No answers on this topic
Playvox
do pages load quickly? yes / Do reports complete in a reasonable time frame, given their complexity? yes i think / If Playvox integrates with any other software or systems, does it tend to slow them down? i don't know
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Support Rating
Lifesize
No answers on this topic
Playvox
We have had multiple live trainings (Zoom). The training at the beginning of the set up was top notch. We had some additional questions about coaching and they jumped on the opportunity to help us. We have a designated trainer and account manager.
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Implementation Rating
Lifesize
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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Playvox
From the day first, we were active on Playvox and happy with the features. It does not take much time to understand its features and its performance. A few training sessions with 'How to use' and we are experts using Playvox.
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Alternatives Considered
Lifesize
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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Playvox
I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should be done, but nothing compared to the ease of using a Playvox.
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Scalability
Lifesize
No answers on this topic
Playvox
I think it is the best rating based on my experience
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Return on Investment
Lifesize
  • lower operational costs
  • improved agent productivity
  • improved flexibility in design and admin work
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Playvox
  • Playvox directly impacts our Happiness ratings. From an average of 85% great ratings to 90% great ratings in a matter of 3-6 months.
  • Playvox impacts the number of responses our team has to send in order to find a solution for the customer. Dropping average replies to solution from 3 to 2.
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ScreenShots

Lifesize CxEngage Screenshots

Screenshot of Agent Interface - SFDC Integrated AgentScreenshot of Agent Interface - Skylight Desktop Chat InteractionScreenshot of Agent Interface - Skylight Mockup 1Screenshot of Agent Interface - Skylight Mockup 2Screenshot of Chat - Mockup 1Screenshot of Chat - Mockup 2

Playvox Screenshots

Screenshot of Give your team real-time feedback and allow them to discuss evaluation results with our built-in collaboration messaging. Generate advanced reports based on agent evaluations. Quickly identify areas of improvement and add personalized agent dashboards to give them visibility of their results. Conduct quality calibrations, to measure and identify areas for improvement. Help your team deliver consistency in their QA evaluation process.Screenshot of Provide your customer service team with all the educational information they need and allow them to take courses and paths in the learning topics they want to improve on. Identify areas in which your agents need to be trained on, send them targeted learning courses and easily track their results. Review your team’s progress and evaluate their knowledge by creating quizzes and comprehension checks.Screenshot of Connect data, measure and consolidate your agents’ KPIs such as NPS, CSAT, AHT, among many others. Detect problems when they occur. Track team progress. Give visibility. Easily measure where your team members stand and identify the KPIs they need to improve on. Create dashboards for your team to view, customize your objectives and keep track of your teams’ progress.Screenshot of Customize your online store with rewards and gift cards for team members to exchange based on their results. Reward your team with Karma Points and allow them to redeem their points in your customized online store. Publicly recognize peer with badges, based on their quality results and performance. Access our social community wall where your team can exchange ideas, ask questions and share relevant information.Screenshot of Coach agents based on the identified customer service problems, as quality is achieved by driving continuous improvement. Create coaching sessions based on your team’s quality and performance results. Based on recurring customer service problems. Tailor all sessions to your needs. Create interactive coaching cards with goals and dates of achievement to easily organize and keep track of all your sessions.