Lifesize has announced significant updates to its comprehensive cloud contact centre and collaboration suite.
As part of its Spring 2021 product release cycle, new capabilities for the Lifesize CxEngage cloud contact centre platform focus on extending channels for digital engagement, boosting agent productivity and enabling supervisors with better evaluation and coaching.
Ashish Seth, chief product officer at Lifesize, said: “As our contact centre and video meeting solutions become increasingly unified, they continue to address critical customer and employee experience needs.
“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.”
Customers can now initiate two-way WhatsApp conversations with the contact centre, making it the newest channel on which agents can instantly reply to customer issues.
And in a boost to productivity, 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.
Enhancing the CxQM quality management portion of the CxEngage suite, supervisors can now evaluate agents on their web chat interactions and gain real-time insights for interactions agents are handling, all of which is beneficial for coaching.