A contact center solution that had a good foundation but has struggled since the acquisition
February 09, 2023
A contact center solution that had a good foundation but has struggled since the acquisition
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Lifesize CxEngage
Usage: Primary contact center solution for Inbound call volume.
Scope: We hand approximately 250K inbound calls per calendar year.
We "feel" like we have a fairly complicated phone tree (flow) that allows for features like:
Scope: We hand approximately 250K inbound calls per calendar year.
We "feel" like we have a fairly complicated phone tree (flow) that allows for features like:
- Auto-forward/transfer caller to an external number
- Provide self-help options and then disconnect caller or allow caller to return to previous menus
- Route to a customer service or technical support teams with their phone tree options for various speciality
- Outage alerts
- Overflow agents being added to queues
- Salesforce case lookup prior to caller being connected with agent
- Callback option for caller without loosing place in queue
- Phone tree options #1-9, plus # and *
- Recording 100% of voice audio calls
- Use of re-usable flows
- The integration of Skylight agent toolbar within Salesforce and the CxEngage phone system
- Setting custom SLAs at the tenant and queue level
- Unable to set SLAs on Groups of users, which is necessary when there are 3rd party vendor agents involved who are held to a SOW metric standard different than the home company agents who share the same skill/queue coverage
- v2 Historical Reporting does not feel like a step forward. Timeout issues, lag, inability to find reports/analysis nor who owns them when troubleshooting dashboards/analysis or what shared folder they are stored in. It's a big, unorganized mess on top of the crappy performance (I shouldn't have to run a 12 month report 4x, once per quarter, in order to avoid timeouts...especially for under 500K interactions)
- Knowledgebase is often outdated and articles are no longer applicable...data dictionary is a good example of outdate or missing information.
- During our peak, Back-to-School, period we were able to respond in real-time to longer hold times and either manually assign agents to take calls or take overflow agents and add them to queues to help alleviate hold times.
- In 2022 we FINALLY gained visibility into what status agents are in when not physically speaking with a caller. This has been huge in understanding agent availability and/or finding coaching opportunities for some.
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.
Do you think Lifesize CxEngage delivers good value for the price?
Yes
Are you happy with Lifesize CxEngage's feature set?
No
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