News : Serenova Empowers the Contact Center with Integrated Performance Management Solution
Serenova, a contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, announced a new performance management, gamification, and agent engagement solution designed for the contact center. CxEngage Scoreboard, powered by Clearview, aggregates agent data from disparate systems to provide supervisors insight into contact centers operations while empowering agents with the tools they need for self-improvement. By delivering real-time, custom data to every agent and automating supervisor activities, Serenova customers can help create a culture of continuous development that is essential to achieving business success.
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Serenova’s CxEngage Scoreboard provides real-time visibility from the executive level through to each individual agent. This provides supervisors and agents alike with the insights to improve performance. With CxEngage Scoreboard, Serenova customers have the ability to better understand the key drivers required to deliver outstanding customer experiences.
"Coupling agent engagement and productivity to business outcomes continues to be a top focus for contact centers across the globe," said Matt Despain, chief product officer (CPO) of Serenova. "We chose to partner with Clearview and create a solution that enables customers to analyze data in real-time, in a meaningful and customizable way. With CxEngage Scoreboard, our customers have a contact center performance management solution that enhances culture across the contact center while creating incredible transparency to better align with the organization’s business objectives."
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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 17, 2018
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