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Lifesize CxEngage

Lifesize CxEngage
Formerly Serenova CxEngage

Overview

What is Lifesize CxEngage?

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…

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Recent Reviews
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Pricing

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Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.lifesize.com/en/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $85 per month per user
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Product Details

What is Lifesize CxEngage?

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.

Lifesize CxEngage Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Natural language processing for IVR

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Screen-share
  • Supported: Social media channels

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

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 2Screenshot of CxQM - Eval Form BuilderScreenshot of CxQM - Media PlayerScreenshot of CxQM - ScorecardScreenshot of CxQM - Screen CaptureScreenshot of CxReporting - Historical Dashbaord Agent ProductScreenshot of CxReporting - Historical Dashboard Interaction ProductScreenshot of CxReporting - Historical Dashboard Overview ProductScreenshot of CxReporting - Historical Dashboard Overview w Filter ProductScreenshot of CxReporting - Historical Dashboard Queue ProductScreenshot of CxReporting - Historical Report Color CellScreenshot of CxReporting - Historical Report FoldersScreenshot of CxReporting - Historical Report ProductScreenshot of CxReporting - Sliding DateScreenshot of CxReporting - Standard Reports Dropdown PerformanceScreenshot of CxReporting - Standard Reports DropdownScreenshot of CxWFM - Supervisor Exp1Screenshot of CxWFM - Supervisor Exp2Screenshot of CxWFM - Supervisor Exp3Screenshot of CxWFM - Supervisor Exp4Screenshot of Key IVR - Call LogsScreenshot of Key IVR - iFrameScreenshot of Key IVR - Secure ConnectionScreenshot of Key IVR - View Payments Results - MaskedScreenshot of Key IVR - View RefundsScreenshot of Scoreboard - Agent DashboardScreenshot of Scoreboard - Agent LeaderboardScreenshot of Scoreboard - Agent Leaderboard SummaryScreenshot of Scoreboard - Agent SummaryScreenshot of Scoreboard - MarketplaceScreenshot of Scoreboard - Supervisor DashboardScreenshot of Visual IVR - Self Service

Lifesize CxEngage Video

CxEngage by Serenova | The Original Omnichannel Contact Center

Lifesize CxEngage Integrations

Lifesize CxEngage Competitors

Lifesize CxEngage Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Lifesize CxEngage Downloadables

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Comparisons

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Reviews and Ratings

(4)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
February 06, 2023

CxEngage Feedback

Verified User
General Manager in Customer Service
Health, Wellness and Fitness Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use the platform as our telephony system and SMS system for our contact center.
Pros and Cons
  • 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.
  • 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)
Likelihood to Recommend
Implementation was top notch. Great team to work with. Application and tools are good and very useful. Customer Support is strong as well. Would recommend more details and assistance on some resolutions but over all, quick response and quick resolutions is the norm. Room for improvement for front line associates working from home. And better understanding on how Twilio issues affect CxEngage as some time the status pages don't match the same story.
Lifesize CxEngage Feature Ratings
Contact Center Software (8)
30%
3.0
Agent dashboard
80%
8.0
Outbound response
N/A
N/A
Call forwarding
N/A
N/A
Interactive voice response
N/A
N/A
REST APIs
N/A
N/A
Call tracking
80%
8.0
Multichannel integration
80%
8.0
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (7)
54.28571428571429%
5.4
Inbound call routing
80%
8.0
Omnichannel inbound routing
N/A
N/A
Recording
90%
9.0
Call analytics
70%
7.0
Historical reporting
70%
7.0
Live reporting
70%
7.0
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • lower operational costs
  • improved agent productivity
  • improved flexibility in design and admin work
Implementation Rating
9
Great implementation team. Friendly and well organized. Very well planned implementation of the product. Superior project management.
Alternatives Considered
Price and ease of usability.
Other Software Used
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