CxEngage Reviews

I love the fact that you don't need to get a lot of hardware for your call center to run, only a simple computer with a pair of headsets and that's all you have to use to take calls, or even to chat, send/receive SMS or emails! You can integrate with lots of services and other software such as Zendesk, Salesforce, Twilio, and anything that you can communicate via a REST API. It's simply amazing.

Maybe the only fact that I don't like about the platform is not having a mobile app. And talking about the mobile app what I want to make the reference to is having an administrator mobile app, not one for people to take calls in but just to manage the system

Go for it, I totally recommend that if your business needs to set up a call center, going the easy way without painful builds, configurations, or just cumbersome things that in the end makes no sense, CxEngage is the place where you want to be in.

Mainly, having a call center deployment within a couple of hours, and second, the fact that I can have agents working all around the world without having to get them into a physical office, just their laptop, headsets, internet connection, and they can get going. Benefits are reduced costs of maintenance, awesome reporting, and having all in just 1 place, without multiple systems making the work of the agents harder.

I Enjoy using the platform while I am working my business its simple and easy to use and it works quickly updates are kept up and it's smooth operating It's user friendly and it's not a hard system to get used too what I enjoy about this product is it helps me when it comes to transfers and conferences the ease of access makes it simple to use even to those not as experienced.

Sometimes I can experience technical difficulties it's very rare but when I do I have to reconnect and sign back on so sometimes it does have some bugs that do get sorted out but it can be frustrating while working and the system, crashes. When the system does have its bugs there is a team working on it but it still can be a inconvenience for a crash or freeze for my business.

While using this platform make sure to close out the program after use it does timeout if it is left open I have personally experienced Also make sure to have a wired connection as this is more secure for your business. VPN is recommended while using this product. or a reliable connection.

With Serova I'm able to connect to my landline via the application I'm able to take incoming and make out going business calls and it's a unique platform with transfer and conference ability very much useful when I have to talk to another business or transfer A customer to the appropriate party.

Product has a single dash board for all functions, including omnichannel, reporting, recording, and workforce management. Easy and intuitive interface. Easy to train, well thought out design. Support is stellar and always helpful. Does a great job supporting work from home.

I would like to see more AI and virtual agent tools.

CxEngage is supporting our work from home initiative. It is easy to set up and train on.

As a cloud based contact center software, CxEngage offer a user controlled setup and lots of options to solve the complexities of communicating with Customers and Clients. I like the way I am able to use it anywhere (home, work, cell).

Sometimes the setup is too complicated and cumbersome for a single user or smaller contact center.

We use CxEngage internally to manage our support calls from Telecom Vendors using the Somos ROC systems.

The fact a customer does not have to provide his case number etc makes it a pleasant experience for our customers. My support can log out during lunch etc. We also get a nice dashboard showing who has logged in etc

Some customers complain about long wait time. Reporting is not built-in. Conference requires a little bit of training.

Customer satisfaction. Too early to say.

The ability to create customized reports

the limitations with real-time data and not being able to see current performance

It's a great starting point and great for companies that need a lot of flexibility with running reports and keeping track of data.

Using it for our DR Marketing platform

It's better than having your phones ring off the hook, but it's not a perfect solution

No involvement in the vetting process so it's difficult to guarantee quality

Worth it if you have a high volume of low impact incoming calls

We didn't get it off the ground simply because we couldn't guarantee the care being given to our clients

This software routes calls really well. Like, really well. You can tell it that you want to route calls to all kinds of dial points as well. You can route calls based on IVR's, you can route calls based on skillset, Liveops provides very in depth reporting for the active queue as well as allowing you to look at historic datapoints.

It doesn't always track time accurately when you are in different statuses in the phone panel. There are times when my colleagues and myself change status and it isn't reflected in the live dashboard, so it does impact operational awareness.

Liveops works incredibly well to route phone calls to a diverse call center based on skills, availability and even multiple queues. you can track the average hold times, average handle times, service levels, and agent availalbility easily.

It's easy to track my numbers for the day. It's easy to view your calls and handle time. You can customize your dashboard which is a plus. You can listen to previous calls.

I experience a lot of slowness with LiveOps. Screen freezing or not loading properly. Sometimes I'm unable to log in even when all of my credentials are correct.

LiveOps can be a bit glitchy. Play around until you're comfortable with the features.

This is the platform we use to track our team's metrics. I like the dashboard and being able to monitor calls.

Interactive and good for reviewing the companies and follow up.

it is hard to search the name of the company

knowing the company