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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.
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"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
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More Editorial From Calabrio
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
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
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