Quality Management

Deliver outstanding customer experience every time with QM solutions.

Empower your agents with the skills and resources they need to deliver positive customer outcomes through Lifesize CxEngage’s comprehensive coverage of the QM lifecycle.

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Quality Management

Empower agents to be at their best.

Monitor and evaluate your agents’ interactions with customers by recording calls, capturing agents’ desktop screens and facilitating evaluation of agents’ performance through Lifesize CxEngage QM. Pinpoint exactly where each agent is delivering great service while uncovering opportunities for additional training, coaching and improvement.

Customer Success Agent

Master the steps to quality assurance.

Take all the steps to ensure you are delivering the high-quality contact center interactions your customers expect.

Agent Recording

Start with recording the audio component of agents’ calls and capturing their desktop screens.

Recording Selection

Allow supervisors to review a sampling of interactions and select which recording(s) to evaluate.

Recording Evaluation

Score agents’ performance against evaluation forms to assess factors like whether the agent deviated from the standard script or if they used a pleasant tone of voice.

Coaching Recommendations

Based on agents’ scores, let managers identify which of their employees need additional coaching or training.

Agent Coaching and Learning Management

Share feedback and action or learning plans. Add recordings of outstanding interactions to an e-learning library to use for future training so all agents are clear on what constitutes an ideal call.

Scalability for Professional Services
CXEngage – the Human-Centric Contact Center

Transform your Contact Center by moving to Lifesize.

Create customers for life with native Omnichannel and video capabilities delivered on the most usable Contact Center platform.

Try us out with our special offer:

  • 3 months off license costs
  • Free native, HD video for every agent
  • Minimum 2 year term beginning at the end of the free months period
professional contact center agent engaging in a customer call
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Gartner Peer Insights

“Nearly infinitely moldable to fit your contact center needs.”

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Gartner Peer Insights

“Impressed, and such a great team to partner with.”

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Gartner Peer Insights

“Very happy with the implementation in our contact center.”

Join leading organizations around the world serving customers with Lifesize contact center solutions.

Start connecting and grow happier, with Lifesize.

Contact our team to find out what we can do for you.

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