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News : Serenova Fully Integrates Quality Management with CxEngage

#contactcenterworld, @SerenovaShine

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 invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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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."

#contactcenterworld, @SerenovaShine


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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Today's Tip of the Day - Listen

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

Published: Friday, June 22, 2018

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2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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