Lifesize brings its cloud video conferencing solution to contact centers

Thanks to your CxEngage Video solution, Agents can interact with customers via video and resolve issues faster. Its interface allows you to offer remote value-added services in multiple sectors.

Lifesize CxEngage Video has announced, a video conferencing solution for contact centers in the cloud, that allows you to start video conversations from any channel: telephone, email, chat, SMS or social networks.

Its interface offers organizations remote value-added services in multiple sectors such as telemedicine or financial advice.. Y, besides, avoid trips home for repairs, waiting for medical appointments or bureaucratic tasks.

Video interactions can be initiated by an agent via text message, email, Open chat or messaging channel within the CxEngage browser platform.

Besides, Being fully integrated eliminates the need for downloads, facilities, additional accounts or subscriptions for the agent or customer, and video interactions occur directly within the customer's desktop or mobile browser. CxEngage video calls can also be transferred to another agent or expert when necessary.

“As people and industries around the world rely on video as the primary method of communication during the global pandemic, It is time for contact centers to also evolve and provide the service that customers demand”, comments Bobby Beckmann, Lifesize CTO. “Clients will be able to show, not just verbalize, the problem they are having. And that will reduce the resolution times for indecency, “Improve agents’ ability to provide a personalized experience and differentiate brands with better customer service.”.

Contact Centers that integrate CxEngage Video will be able to benefit from high definition video, easily visible documentation for screen sharing, in addition to regulation and security.

Clients and agents can show the reason for their call or complaint. It also allows the reduction of travel, home visits, waiting for medical appointments, bureaucratic tasks, etc.

Where documentation or tutorials are useful to help resolve customer interaction - technical support, furniture assembly or appliance repairs- Agents can share their screen during the video call without having to switch between apps or platforms.

Whether by video, voice the text, Thanks to CxEngage Quality Management you can record the call on the screen, prepare reports and analysis of the agent's performance, y, besides, complies with existing regulations. You can even record the operator's interaction with the screen.

All Lifesize contact center video solutions are powered by Amazon Web Services and feature enterprise-grade encryption to ensure secure communication..

“Effective communication is essential to provide quality customer service and be able to resolve their problems quickly.”, comments Michael Pace, Director of Global Partner Services, Virgin Pulse. “No means of communication resembles what video provides at the level of personal connection., detail and customer service. Its inclusion in contact centers will allow calls to be resolved more quickly and efficiently., positively impacting the customer experience, agent productivity and bottom line”.