Serenova, a contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, unveiled CxEngage Quality Management(CxQM). Fully embedded in Serenova’s CCaaS solution, CxEngage, CxQM captures the agent and customer experience across the contact center to allow supervisors to monitor, evaluate, and improve the quality of customer experience - all backed by the flexibility of the cloud.
A customer’s main point of contact with an organization is often by interacting with the contact center, which is why monitoring and improving agent performance has become critical. However, supervisors are challenged with how to best oversee and address the myriad of interactions handled by their agents daily. Given the scope and size of many of today’s contact centers, it is critical to not only document these customer interactions, but also accurately evaluate agent activity to optimize performance. Serenova designed CxQM to provide supervisors with a single platform to ensure agents adhere to internal policies and procedures and deliver the level of customer service that aligns with the vision and expectations of the business.
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"We’ve long believed that as the customer experience becomes a greater focus in businesses of all sizes, the technology and tools that support these initiatives must also evolve," said John Lynch, CEO of Serenova. "For that reason, Serenova is committed to enhancing the capabilities of CxEngage to empower our customers to capitalize on market trends, ensure customer loyalty, and create a competitive advantage. We acquired TelStrat, a leading WFO provider, to further augment our contact center portfolio to keep pace with customer needs. Within six months of that acquisition, we’ve been able to unify the power of our CxEngage with Quality Management. CxQM is a critical milestone in delivering on our vision of providing a global, cloud-based platform to improve agent performance and, in turn, build better customer experiences."
"Customer experience is only as good as the agent that provides the service, which is why QM has become one of the most important tools to improve customer experience," said Leslie Blanke, vice president of Product Marketing for Serenova. "However, to properly develop and mentor individual agents, supervisors must have the right data and analytics in hand to ensure they can identify areas of growth and improvement. With CxQM, we are delivering that accurate, actionable data so our customers can measure agent performance, provide feedback, and enable one-on-one coaching to ultimately enhance the overall performance of their call center."
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: Friday, June 22, 2018
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