Lifesize Changes Customer Engagement in the Contact Center with CxEngage Video

Lifesize®, a global innovator of immersive enterprise communication solutions, has announced the launch of CxEngage Video, a new native video solution for cloud contact centers, the company said.

Available immediately to customers worldwide, CxEngage Video allows contact center agents to rapidly initiate video-based conversations from any support channel — including phone, email, chat, SMS and social media — using a single interface, enabling organizations to deliver value-added remote services, from telemedicine to technical support to financial advisory.

According to recent survey data from Nemertes Research, nearly half of enterprises are currently using, or planning to use, custom video applications or embedding video capabilities into other business applications in response to the COVID-19 pandemic. Additionally, more than half of organizations have accelerated video application development, with 82 percent citing an increase in IT spending on video this year.

Video interactions can be initiated by an agent through a text message, email, open chat or messaging channel within the CxEngage browser-based interface. The fully integrated, single-platform solution eliminates the need for additional downloads, installations, accounts or subscriptions for either the agent or the customer, with video interactions occurring directly within the customer´s desktop or mobile browser. CxEngage Video calls can also be transferred to another agent or expert whenever collaboration is necessary.

Lifesize delivers immersive communication experiences for the global enterprise. To learn, visit www.lifesize.com or www.serenova.com.