Lifesize, Inc., a leader and global provider of cloud contact center and video meeting solutions in over 100 countries with 1700 channel partners, announced it has been placed for the first time in the Gartner Magic Quadrant for Workforce Engagement Management (WEM)1. Previously, Lifesize has been recognized in both the Gartner Magic Quadrant for Contact Center as a Service (CCaaS)2 and the Gartner Magic Quadrant for Meeting Solutions3, the other two Magic Quadrant reports that apply to the company’s diversified portfolio.
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“Over the past year, tightly integrated workforce engagement capabilities have been a core focus for our contact center solutions and broader suite and will continue to be in the years ahead.”
“We consider being recognized in three distinct Gartner Magic Quadrants a testament to the product innovation and customer value we’re delivering across our business,” said Kim Niederman, CEO of Lifesize. “Over the past year, tightly integrated workforce engagement capabilities have been a core focus for our contact center solutions and broader suite and will continue to be in the years ahead.”
According to the 2021 Gartner Magic Quadrant for Workforce Engagement Management report, “Gartner recommends that WEM solutions be considered strategically within customer service organizations, as they not only help improve operational performance but also increase employees’ well-being. Key market and societal shifts require a repositioning of how organizations manage employees and ensure engagement within their contact centers. Organizations need to assess the potential needs, expectations and aspirations of the next generation of employees within their contact centers…The impact that motivated and engaged employees can have — not just on operational performance, but also on the customer experience — should not be underestimated and should help justify future investment in WEM solutions.”
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Natively integrated within the flagship Lifesize CxEngage cloud contact center platform is a comprehensive set of quality management (CxQM), agent assist, performance management and workforce management (CxWFM) capabilities that comprise Lifesize’s WEM suite. Full incorporation of the company’s 2019 ProScheduler acquisition makes the offering even more robust.
Coming CxEngage platform enhancements that will impact employee engagement and customer experience include consolidated reporting, supervisor features, a full-featured mobile app, WFM features like forecasting and scheduling, as well as improved agent access through alerts and notifications, balances, transparency and control, and automated processes.
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