Lifesize Adds Expanded Capabilities to CxEngage Platform

The way customers choose to communicate with companies is ever-changing. To ensure they don’t get left behind, companies need to ensure they’re allowing their customers to contact them by customers’ preferred channels.

Cloud contact center and video meeting solutions provider Lifesize, Inc. recently announced updates to its flagship cloud contact center and collaboration suite to add options to customers and agents. The company, which is based in Austin, Texas, offers high-definition videoconferencing endpoints and accessories, touchscreen conference room phones and a cloud-based video collaboration platform.

Lifesize’s CxEngage platform aims to improve the customer experience with native voice and digital channels, true omnichannel support, intelligent routing, smart IVR, AI and workforce engagement management capabilities, all on a single, integrated platform.

New capabilities for the Lifesize CxEngage cloud contact center platform center on extending channels for digital engagement, boosting agent productivity and enabling supervisors with better evaluation and coaching. Customers can now initiate two-way WhatsApp conversations with the contact center, making it the newest channel on which agents can instantly reply to customer issues. CxEngage also now features a new type of capacity rule that defines the percentage of an agent’s capacity allocated to each type of interaction, thereby boosting agent productivity.

"As our contact center and video meeting solutions become increasingly unified, they continue to address critical customer and employee experience needs," said Ashish Seth, chief product officer at Lifesize, in a statement. "Sustained hybrid work, economic recovery and digital transformation priorities present ample opportunities as well as challenges, and Lifesize’s innovative solutions will enable businesses to take advantage of those opportunities by better serving their customers and through enhanced collaboration."

The beef up the platform’s quality management module, Lifesize has added a feature that allows supervisors to evaluate agents on their web chat interactions and gain real-time insights for interactions agents are handling, all of which is beneficial for coaching.

Edited by Luke Bellos