News : Serenova Named a Strong Performer Among Cloud Contact Centers by Independent Research Firm
Austin, TX, USA, Sept, 2018 -- Serenova, a contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, announced it has received industry analyst recognition as a Strong Performer in the "The Forrester Wave™: Cloud Contact Centers, Q3 2018." For the report, Forrester Research evaluated 11 of the most significant vendors in the cloud contact center market. The report noted that "companies in North America and Europe that require large scale and global voice support, with hundreds to thousands of seats, should consider Serenova CxEngage."
The Forrester Wave examines the current state of the contact center landscape and its evolution to cloud-based technologies. The report is based on an exhaustive process of evaluating 32-criteria for each participating vendor, which included an in-depth product and company evaluation and interviews with Serenova customers. Based on direct customer feedback, Forrester cited that "customers tout Serenova’s ability to scale, support for voice services, strong set of APIs, and security."
Sponsor message - content continues below this message
Employee Engagement Awards NOW OPEN!
Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!
Content continues ….
"We believe the results of this report confirm Serenova’s continued commitment to innovate, leading the way in developing a cloud-based contact center platform that emphasizes ease-of-use and always-on reliability for our customers," said John Lynch, CEO of Serenova. "We’re proud to be recognized as a Strong Performer in this Forrester Wave report. We believe our ranking in the report is validation of our strategy and solution. In our view, the customer feedback is further endorsement of our team’s focus on reliability and stability. It also indicates how critical it is for us to work hand-in-hand with each customer to ensure contact center success."
In the report, Forrester states that "native WFO for cloud contact center deployments is increasingly becoming a requirement." It further explains the benefits of having native WFO functionality in the contact center solution as it "allows a broader range of contact center managers, team leaders, and agents to navigate across the contact center system using a common user interface." Serenova recently unveiled its own native WFO capabilities with CxEngage Quality Management (CxQM). Fully embedded in 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.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - A Welcome Call
More Editorial From Serenova
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.
Forrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
Published: Friday, September 28, 2018
Teleopti is a global provider of workforce management (WFM) software, offering a WFM solution that is sophisticated, localised and easy to use. Teleopti focuses on helping contact centers, back office...
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce managemen...
Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. The...
ConSol bridges the gap between governments, corporations institutions and their stakeholders using technology, facility provides efficient services in exchange of valuable information solutions that i...