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TRAINING IN CONTACT CENTERS

News : Serenova Acquires Workforce Management Technology from Loxysoft

#contactcenterworld, @SerenovaShine, @loxysoft

Serenova, a contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, announced it acquired the technology and hired the team behind the ProScheduler platform from Loxysoft. With this new technology added to its portfolio, Serenova will offer customers of all sizes the ability to fully leverage their workforce investments through scheduling, reducing staffing costs and improving ROI.

ProScheduler will immediately become part of Serenova’s contact center portfolio and will be integrated into the CxEngage platform in the first half of 2020. Once the integration is complete, organizations of all sizes will have access to a new approach to managing their agent workforce.

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"With this acquisition, Serenova is once again redefining the evolution of the contact center market to help our customers keep pace with evolving consumer demands," said John Lynch, CEO of Serenova. "By providing tools that deepen the capabilities of supervisors to manage their organizations, we are expanding the meaning and scope of what a cloud contact center platform should be capable of managing."

"We’ve long believed that the most important next step for the contact center to deliver on their promises of superior customer experiences is to provide the technology and tools that transform the contact center from both the operations and human resource perspective," said Leslie Blanke, SVP of Product at Serenova. "After careful consideration of all the solutions in the market, ProScheduler was the obvious next step in that vision. This acquisition is another critical milestone in our promise of delivering a global, cloud-based platform to improve agent performance and, in turn, build better customer experiences."

This is Serenova’s second acquisition to build out its WFO line. It first acquired TelStrat in 2017 and subsequently released its first product on that technology that is integrated into CxEngage with CxEngage Quality Management (CxQM). 

#contactcenterworld, @SerenovaShine, @loxysoft


About Serenova:
Company LogoSerenova simplifies every aspect of the customer experience, from front office to back, to make life easier for you, your customers and your employees. Our customer-focused brands achieve brighter interactions, deeper insights, and more meaningful outcomes with Serenova’s always-on, highly secure, true multi-tenant and instantly scalable Contact Center as a Service (CCaaS) platform, CxEngage. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia/New Zealand.
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About Loxysoft:
Company LogoLoxysoft is a Scandinavian vendor offering contact centre, telemarketing and WFM solutions.
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Today's Tip of the Day - Promoting Your Brand

Read today's tip or listen to it on podcast.

Published: Wednesday, November 20, 2019

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2020 Buyers Guide Recording

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

3.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

4.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003
 
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