Our Approach

Our approach to technology is focusing on the critical fundamentals that position your contact center for growth.

Rock-Solid Stability with AWS

When we built our cloud contact center solution, CxEngage, we decided it was far more efficient to partner with Amazon Web Services (AWS) than build and maintain our own data center infrastructure. This frees us up to concentrate on what we do best: developing outstanding solutions for contact centers.

AWS offers huge advantages to contact centers including rock-solid reliability, enormous global reach, and the ability to cost-effectively scale up or down on-demand.

Unified Architecture

Using multiple solutions to support your contact center is often a frustrating experience that negatively impacts customer satisfaction, agent productivity, business visibility, and efficiency. CxEngage was built from the ground up to be a truly unified platform that supports your current and future growth. By integrating with key solutions, like your CRM, CxEngage brings all your critical data together in one powerful system for realizing critical business insights that are nearly impossible when systems are siloed. With CxEngage, you’ll realize deeper business insights, enhance the customer experience, enable process efficiencies, and boost agents’ productivity.

Global Voice Redefined

One of the biggest challenges with cloud-based contact center solutions can be consistent call quality across the globe. Since it’s a fundamental building block for positive customer experiences, it’s critical to get right. We take a very different approach to Global Voice than other vendors. Most contact center vendors route voice calls through their data centers, which adds latency and cost. At Serenova, we leverage our global network of local providers to decide the best global routing path which dramatically reduces latency and cost while resulting in high voice quality.

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