AUSTIN, Texas--(BUSINESS WIRE)--Lifesize, Inc., a leader and global provider of cloud contact center and video meeting solutions in over 100 countries with 1700 channel partners, today 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.
“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.”
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.
To learn more about Lifesize’s workforce engagement management solutions, visit: https://www.lifesize.com/en/call-center-software/workforce-engagement/.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Lifesize, Inc. is a leader and global provider of omnichannel cloud contact center and video meeting solutions in over 100 countries with 1700 channel partners. To learn more about our analyst recognized solutions and see why tens of thousands of leading organizations like RBC, Yale University, Pearson, Salvation Army, Shell Energy and NASA rely on Lifesize for mission-critical business communications, visit www.lifesize.com or the Lifesize blog.
Lifesize and the Lifesize logo are trademarks of Lifesize, Inc. All other trademarks are the property of their respective owners.
1Gartner, ‘Magic Quadrant for Workforce Engagement Management’, Jim Davies, Jim Robinson, Kim Dans and Mark Dauigoy, April 26, 2021.
2Gartner, ‘Magic Quadrant for Contact Center as a Service’, Steve Blood, Drew Kraus and Pri Rathnayake, November 9, 2020.
3Gartner, ‘Magic Quadrant for Meeting Solutions’, Mike Fasciani, Tom Eagle, Adam Preset and Brian Doherty, October 12, 2020.