Lifesize a global provider of cloud contact centre and video meeting solutions, announced updates to its comprehensive cloud contact centre and collaboration suite as part of its Spring 2021 product release cycle.
“As our contact centre 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. “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.”
Boosting Customer Experience, Contact Centre Agent Productivity and Supervisor Capabilities
New capabilities for the Lifesize CxEngage cloud contact centre platform focused 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 centre, 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.
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.
Making Meetings and Collaboration Easier
As organisations gradually return to the workplace, meetings with hybrid teams and external participants demand flexibility and interoperability between meeting room systems and collaboration applications. Lifesize Connect enables users to join meetings with their Lifesize Icon 300, Icon 500 or Icon 700 room systems and laptop (BYOD) on popular cloud video meeting services like Zoom, Microsoft Teams, Cisco Webex, Google Meet and more. This unique openness eliminates the need for any additional hardware components. Lifesize Icon 700, Icon 500 and Icon 300 room systems also enjoy native wireless sharing, which provides users with the convenience of sharing content from their computer into a video meeting or a local in-room presentation wirelessly via the room system.
Fresh video meeting layouts, support for audio when sharing content or presenting, an option to appoint multiple moderators and new live captions also enhance participants’ meeting experience. In collaborative meetings utilizing Lifesize Kaptivo digital whiteboarding, customers now benefit from timeline editing, export of the timeline to Microsoft PowerPoint files, and multi-language detection and expanded language support for optical character recognition (OCR) in the Lifesize Kaptivo app.
Account administrators and moderators can now enable automatic recording or prevent the recording of an entire organisation’s Lifesize video meetings, especially useful for customers in industries where recordings are important for archiving or compliance, like education, legal and healthcare.
Over the last quarter, Lifesize added key technology partners:
- BoardPAC, to bring Lifesize’s secure HD video conferencing to board meeting automation.
- Zappix, to deliver visual IVR solutions in Lifesize CxEngage contact centres.
The new integrations are part of the Lifesize technology partner certification program, aimed at providing complementary solutions integrated with Lifesize’s suite of cloud contact centre and meeting solutions.