News : Serenova and Calabrio Announce Strategic Partnership
Austin, TX, USA, May 10, 2017 -- Serenova, a contact center-as-a-service (CCaaS) provider, and Calabrio, a provider of customer engagement and analytics software, announced a strategic partnership in which Serenova will resell Calabrio’s Workforce Optimization (WFO) software offering. The partnership streamlines the entire customer engagement center by tightly integrating Serenova’s CxEngage contact center platform with the Calabrio ONE WFO suite — including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics offerings — to elevate the customer experience and drive strategic business growth.
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
"A contact center’s most valuable asset is its people, and yet, if not properly managed, can be one of the biggest drains on the customer experience," said Vasili Triant, CEO of Serenova. "The integrated solution provided by Serenova and Calabrio gives our joint customers the insights and capabilities needed to effectively manage agent performance and maximize their customer experience."
"With the ever-evolving customer demand for instant access to customer service by any means possible, today’s organizations must leverage a technology stack that brings together the needed contact center data – from the customer experience to the individual agent results – into a flexible, scalable solution," said Tom Goodmanson, president and CEO of Calabrio. "With CCaaS and WFO aligned, our joint customers will quickly realize benefits to their bottom line through the reduction of employee and customer churn, improved contact efficiency, and increased customer satisfaction."
Together, Serenova and Calabrio will focus on improving the customer and employee experience while promoting productivity and efficiency gains in the contact center with key features.
#contactcenterworld, @Calabrio, @SerenovaShine
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Train In Sensitivity
More Editorial From Calabrio
Calabrio, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact center workforce optimization software that’s easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics and performance-based dashboards and reporting. Calabrio ONE is flexible – providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve. Calabrio ONE is built on a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives.
Serenova 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.
Published: Thursday, May 11, 2017
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Semafone provides secure voice transactions for contact centres and retailers taking Cardholder Not Present (CNP) payments. The solution allows a call - and the call recording - to continue as normal ...
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud...
Altitude Software is a privately-owned, independent company, and a technology provider in contact center solutions, with its Unified Customer Interaction(uCI) product line. Founded in 1993, Altitude S...