Item: Lifesize CxEngage
Rating: 9
Author: Verified User

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)

Return on Investment

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

Implementation Rating

Great implementation team. Friendly and well organized. Very well planned implementation of the product. Superior project management.

Alternatives Considered

Evolve IP Call Center and Five9

Price and ease of usability.

Key Insights

Do you think Lifesize CxEngage delivers good value for the price?

Yes

Are you happy with Lifesize CxEngage's feature set?

Yes

Did Lifesize CxEngage live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Lifesize CxEngage go as expected?

Yes

Would you buy Lifesize CxEngage again?

Yes

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.

CxEngage Feedback

Overall Satisfaction with Lifesize CxEngage