Lifesize Augments Cloud Contact Center Capabilities and Application Integrations to Deliver Enriched Omnichannel Customer Experience

Lifesize, a global innovator of immersive enterprise communication solutions, today announced a bevy of new features and integrations for the Lifesize CxEngage contact center-as-a-service (CCaaS) platform. Ranging from conversational AI to reporting capabilities, these enhancements enable contact center agents to be more effective in their work and result in more seamless omnichannel customer experiences.

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“We constantly innovate our CxEngage cloud platform and integrated application ecosystem to meet the complex demands of today’s contact centers,” said Andy Bird, director of product management for contact center solutions at Lifesize. “Everything that exists within CxEngage is tailored to make agents more productive, deliver winning customer outcomes and help contact centers operate like well-oiled machines.”

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Injecting Automation, Artificial Intelligence and Self-Service

New marquee integrations that bring automation and AI to the pre-call, routing, mid-call and post-call phases of an agent’s customer interaction include:

• AutoReach: A newly integrated intelligent dialer helps sales or other outbound teams reach their customers sooner and more reliably via preview dialing and progressive dialing.
• Observe.AI: The combination of voice AI and machine learning transcribes calls, creates opportunities to evaluate and coach agents, and condenses the quality assurance process, all of which positively impacts the customer experience over time.
• Omilia: An AI-powered virtual assistant that focuses on customer care tasks, maximizing automation and self-service can route customers to the proper agent, thus improving customer experience, decreasing the number of misrouted calls and contributing to cost savings.
• Zappix: Using a visual interactive voice response (IVR) system that’s optimized for mobile, traditional phone and voice calls into CxEngage-powered contact centers are converted to digital self-service resolution scenarios, thus lowering average handle time (AHT), raising first call resolution rates and leaving agents available to address more complex customer requests.

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