Lifesize CxEngage vs. Premier Contact Point

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
Premier Contact Point
Score 8.7 out of 10
N/A
Premier Contact Point is a cloud based contact centre solution that aims to: improve the customer experience deliver sound commercial benefits meet all operational and technical requirements, and provide customer service teams with a solution they love using. The vendor also describes the advantages of their solution: FLEXIBLE INTERFACE: Designed to be easy to use, minimise agent training and adoption times, and give…N/A
Pricing
Lifesize CxEngagePremier Contact Point
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Lifesize CxEngagePremier Contact Point
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeOptionalRequired
Additional Details——
More Pricing Information
Features
Lifesize CxEngagePremier Contact Point
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
Premier Contact Point
8.5
5 Ratings
2% above category average
Agent dashboard7.31 Ratings7.95 Ratings
Outbound response7.31 Ratings8.64 Ratings
Call forwarding6.41 Ratings8.34 Ratings
Interactive voice response7.31 Ratings8.15 Ratings
REST APIs6.41 Ratings7.31 Ratings
Call tracking7.72 Ratings8.54 Ratings
Multichannel integration6.42 Ratings8.22 Ratings
CRM software integration6.41 Ratings10.01 Ratings
Validate callers00 Ratings8.34 Ratings
Click-to-call (CTC)00 Ratings8.93 Ratings
Warm transfer00 Ratings8.35 Ratings
Predictive dialing00 Ratings9.01 Ratings
Call scripts00 Ratings8.44 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
Premier Contact Point
8.3
5 Ratings
1% above category average
Inbound call routing7.32 Ratings8.64 Ratings
Recording8.62 Ratings8.65 Ratings
Call analytics6.82 Ratings8.63 Ratings
Historical reporting5.92 Ratings6.45 Ratings
Live reporting6.42 Ratings8.24 Ratings
Customer interaction analytics7.31 Ratings9.01 Ratings
Omnichannel inbound routing00 Ratings8.83 Ratings
Quality management00 Ratings8.23 Ratings
Customer surveys00 Ratings8.22 Ratings
Best Alternatives
Lifesize CxEngagePremier Contact Point
Small Businesses
CloudTalk
CloudTalk
Score 8.8 out of 10
CloudTalk
CloudTalk
Score 8.8 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.8 out of 10
CloudTalk
CloudTalk
Score 8.8 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 7.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 7.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Lifesize CxEngagePremier Contact Point
Likelihood to Recommend
7.7
(2 ratings)
8.7
(5 ratings)
Implementation Rating
8.2
(2 ratings)
-
(0 ratings)
User Testimonials
Lifesize CxEngagePremier Contact Point
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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Premier Contact Point
Premier Contact Point is well suited for organisations who are
seeking a configurable contact centre solution that is cost-effective to grow and scale with your organisation and
underpinned by a robust support model.
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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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Premier Contact Point
  • Customer Support
  • Responsiveness to requests
  • Openness to ideas/suggestions/features
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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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Premier Contact Point
  • A detailed documentation around the standard reporting options ie what details you can find in each report.
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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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Premier Contact Point
No answers on this topic
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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Premier Contact Point
PCP was one of the least costly options. It's a smaller company, which means better more attentive support. Some of the other solutions we would have been paying for things we wouldn't need or use. We found Amazon Connect was at the other end of the scale, being too simple and not customisable enough. PCP had the right feature set for us.
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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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Premier Contact Point
  • Has helped us improve our responsiveness in terms of reduced wait times
  • Has helped route callers to appropriate departments based on IVR selections
  • Has provided an easy to administer system for call centre leadership team or internal IT dep't to use without needing to always engage vendor
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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

Premier Contact Point Screenshots

Screenshot of Premier Contact Point Message Apps smartphones capabilitiesScreenshot of Premier Contact Point Real-Time DashboardScreenshot of Premier Contact Point Salesforce integration