Lifesize CxEngage vs. VirtualPBX

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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We consider that it is a very complete internet call software that is worth having in all companies that want to increase their sales through customer service agents because, with all its tools, agents improve their workday by day.

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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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• Easy to set up your menu and record greetings and Prompts
• Forwards to our cell phones or landlines -- and voicemail to email
• Allows outbound calls on the rare occasion we require hiding
• Simple website for end users - but they almost never need to use it.

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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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• Possibly a better way of covering the one zillion features and functions in classes
• Possibly a better way of covering the one zillion features and functions in classes

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Once it works and has retain ROI.....keep it going

So much easier than our old PBX or any on-prem PBX I have ever used. We were up and running in an hour. Tweaking the caller menus is so easy.

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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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Auto attendant and voice conference capabilities are a good value for SOHO users that need to make a positive impression upon their customers.

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

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• We have been able to improve greatly with this software, our communications and interactions with customers improved, and agent performance and productivity improved, which translates into higher profits for the company. It is easy to use this program, so it did not take us long to adapt to it and its functions.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info