Lifesize CxEngage vs. SpiceCSM

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
SpiceCSM
Score 7.0 out of 10
N/A
SpiceCSM is a call center optimization suite from the New York company of the same name, featuring a Unified Desktop, a Data and Application Connector, analytics and process automation, and more.N/A
Pricing
Lifesize CxEngageSpiceCSM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Lifesize CxEngageSpiceCSM
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
Lifesize CxEngageSpiceCSM
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Lifesize CxEngageSpiceCSM
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
SpiceCSM
-
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
SpiceCSM
-
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 CxEngageSpiceCSM
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Eleveo
Eleveo
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 CxEngageSpiceCSM
Likelihood to Recommend
7.7
(2 ratings)
7.0
(2 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
8.2
(2 ratings)
-
(0 ratings)
User Testimonials
Lifesize CxEngageSpiceCSM
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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SpiceCSM
SpiceCSM does an excellent job at allowing agents to view customer information, access customer contact documentation history, and create cases to send to other departments or to have the account managed beyond an agent's capabilities. It is a great tool for tracking individual account activity such as returns, contact history, contact disposition history, and general account information. The analytics of SpiceCSM could be improved. The reports are not easily customizable, which leaves users frequently having to manually process data in Microsoft Excel.
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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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SpiceCSM
  • Personalization
  • Segment Skills/Campaigns
  • Support for issues
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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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SpiceCSM
  • Reporting - Not very customizable
  • Managing Contact Dispositions (topics)
  • Analytics user interface
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Usability
Lifesize
No answers on this topic
SpiceCSM
SpiceCSM is user friendly and ties in nicely to our NICE inContact platform
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Support Rating
Lifesize
No answers on this topic
SpiceCSM
Someone is always available to assist or answer questions.
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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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SpiceCSM
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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SpiceCSM
Salesforce and Zendesk. I like SpiceCSM better.
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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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SpiceCSM
  • Ability to analyze customer contact topic trends.
  • Ability to sort callers and filter them to certain phone lines based on customer account information.
  • Large data was lost after 90 days (contact level/call notes and details), so we have to save and backup the data ourselves. This takes up a bit of storage space.
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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